Arts SU Advice Service has a number of policies that lay out how we will provide you with a quality and consistent service.
The basis of how we operate and what we expect both from ourselves and from student clients can be found here in our Terms of Service
Our service is confidential. This means we won’t disclose any information relating to you or your case to anyone outside of the service including confirming if you are using our service or not without your express consent to do so. There are times when we may need to break confidentiality.
There are rare occasions where an adviser may need to break confidentiality without consent. These include:
If we think you may be a risk to yourself or other people
If you disclose information relating to a child or vulnerable adult who may be at risk of harm
If we are required to by law
You can read more about how we keep your information confidential and when we need to break confidentiality by reading the 'Confidentiality and Your Case Record' and 'Breaking Confidentiality' sections of the Arts SU Advice Handbook.
Please note that when you contact us for advice we will open a confidential case file for you and record your personal information, details of your enquiry and any advice given.
The details shared with Arts SU, will be held in compliance with the Data Protection Act (DPA) and with the General Data Protection Regulation (GDPR) 2018, along with the University and Arts SU data protection policies.
Information collected will be held for a maximum of 5 years and used for statistical purposes only and will not identify you when compiling reports.
We will look at ways of removing barriers that restrict access to our services for disabled people. We ascribe to the social model of disability so you won’t be asked to produce any evidence to access reasonable adjustments.
When you first access our service you should let us know if you have any reasonable adjustments that you think we should know about so that we can give you the best service.
If you're coming to a UAL building and would find it useful to know about the physical accessibility of the site you can find out more information here
Withdrawal of Service
We reserve the right to withdraw our advice service from students. We rarely have to do this but when we do we take it in line with the 'Withdrawal and Limiting of Service' section of the Arts SU Advice Handbook.
Ideally, we'd prefer to speak directly to you about your case but we know that this isn't always possible. We can give general advice / signposting but we won’t speak to parents, guardians or 3rd parties about your case without your written consent.
Conflict of Interest
Any student at UAL can access our service. Sometimes students on both sides of an issue come to us for help. When this happens we ensure that you'll be seen by different advisers and our advisers won't discuss your case.
Sometimes there is a conflict of interest with Arts SU, for example, if you were bringing a complaint against the SU. If this happened we wouldn't be able to advise you and, where possible, would direct you to help elsewhere.
We take your privacy and rights to data protection very seriously. To ensure our advice is consistent and of a high standard, we keep a record of each interaction you have with our service. We won’t share your information without your consent unless we need to in line with our confidentiality policy. You can read how we store and process your data and how we keep your information confidential by reading our Advice Handbook.
We aim to keep the advice on our website as up to date as possible but they should be used as a reference and not a substitute for advice. If you have an issue, please contact us.