The CAIA provides confidential independent information and advice. Our Advice Worker is available on Mondays, Wednesdays, Thursdays and Friday from 9.00am-4.00pm.
Due to high demand for our services we ask that you book an appointment with us before attending to avoid any disappointment. You can do this by calling us on 020 8992 4621. Alternatively, you can email us or make an enquiry via our contact form and we will respond at the next available opportunity.
Main Areas of Advice Provided
- Immigration Issues – Level 1
- National Asylum Support Services
- Welfare Benefits
Additionally, we can:
- provide letters of support
- Make referrals
- assist with phone calls or writing emails on your behalf
- Interpreting services
- translation of personal information
- help with access to solicitors, Law Centres and Housing Associations
As well as being an Advice UK member our Advisory services have been accredited with independent seals of approval from:
- Advice Quality Standard (AQS)
- Office of the Immigration Services Commissioner Approved (OISC)
CAIA Advice Procedures for Public Information
All service users/clients are advised to respect our aims and procedures
- The advice and information service of the CAIA operates on a strict appointment system. We would appreciate you notifying us if you are unable to attend or any lateness as this allows us to help others in need. Failure to attend two appointments in succession without notifying CAIA may result in loss in access to the service.
- All clients are responsible for producing any relevant documents such as valid identification documents passports, birth/marriage certificates, tenancy agreements, and correspondence to back up their case/query. Failure to produce valid documentation may impact our ability to help.
- Clients are responsible for notifying the CAIA of any changes in their personal circumstances, such as address/telephone number or any related matter to their original query. Failure to do so may impact future use of our services.
- The CAIA Advice Worker is only able to assist and advise clients within the framework of the law. All clients are required to cooperate and answer any questions asked by the CAIA’s Advice Worker in order for an accurate assessment and diagnoses of their case. The Advice Worker will discuss options and agree a course of action with the client. Should a client not wish to follow one of the recommended courses of action, the CAIA reserves the right to refuse to take on the case, to refuse to give further advice, or may withdraw the service.
- The CAIA does not permit third parties to request any action be taken with regard to a CAIA case without the client’s consent.
- It will be up to CAIA’s discretion to provide information to a third party in relation to the situation of a friend, relative or neighbour prior to taking up a new case and providing advice.
- Where the CAIA refers a client with language or other needs to another relevant body or agency, the CAIA will advise the relevant body that they need to make the appropriate arrangements.
- The CAIA reserves the right to refuse to assist any client who abuses the charitable aims of the organisation, endangers/threatens/abuses CAIA staff or brings the CAIA into disrepute. This includes any form of deception by the client.
- CAIA staff are not permitted to accept any monetary gifts. We welcome your appreciation and support by way of donations, becoming a CAIA member or by writing a letter of thanks.
- In order to comply with the approved standards of Advice Quality Standard (AQS) and OISC, they might audit your file. If you have any objections to this please inform the Advice Worker.
- You have the right to access your Case File at any time by prior arrangement.
IF YOU ARE UNHAPPY AT ANYTIME ABOUT THE CAIA’S ADVISORY SERVICE,
PLEASE REFER TO THE CAIA COMPLAINTS PROCEDURES.
- If you have any urgent concerns or complaint, please write to the Chief Executive Officer
- outlining all the basic facts of the problem together with dates, names if applicable and other details. We will acknowledge your letter within 10 working days, following which we will conduct a detailed investigation of your complaint. If you are unable to put the complaint in writing, the CEO can help you write down the details of the complaint.
- Stage 2 will only be considered after you have used and exhausted the procedures involved in Stage 1.
The CAIA hopes that all complaints will be resolved at Stage 1.
However, if you are not satisfied with the way in which the problem is dealt with, please address your communication to the Chairman of the CAIA who will arrange for the matter to be investigated by the Management Committee, in order to resolve the problem.
Please outline the following in your letter
- A brief summary of your complaint.
- A telephone number and address where you can be contacted.
We will attempt to respond to your complaint within 10 working days. If a detailed response cannot be given, an acknowledgement will be sent indicating when a full reply can be expected from us.
The Chief Executive Officer,
The Centre for Armenian Information and Advice,
105A Mill Hill Road, Acton
LONDON W3 8JF