Direction and Strategy FAQs

Accessibility

1: How do I contact a division of the Gareth Group?

2: How do I know the opening times of Gareth Group Departments and Organisations?

3: Can I contact Staff or Volunteers on Direct Dials/Direct Telephone Numbers?

4: What should I do if I lose my Gareth Group ID (Including EIN, Customer Number or Correspondence Account Number or Client ID)?

5: How do I know if there are any problems with The Gareth Group's systems and/or how long will I have to wait for a reply by either telephone, E-Correspondence or by Post/Fax?

6: I have a disability and I am having difficulties getting through to The Gareth Group - do you have any arrangements in place to assist me?

7: What is the different between a Gareth Group Client, Caseworker, Correspondence Account Holder and Customer?

8: What is the Gareth Group's policy on recording telephone calls?

9: What is the Gareth Group's policy on Data Protection?

10: I have a complaint/compliment or feedback - how do I pass this on?

11: What is The Gareth Group's policy on discrimination?

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1. Q: How do I contact a division of the Gareth Group?

A: You can contact the Gareth Group by selecting the relevant division or department from the right, checking the Frequently Asked Questions for the division or department concerned and then, finally, if you can't find an answer to your question, please do not hesitate to contact us. In order to improve the Frequently Asked Questions section, you will be asked to complete a short form with your question, we would ask that if your question is generic, rather than case specific, you would kindly complete the form for your question to be added to our FAQs directory. If your contact is case specific or if you are a new Client or business, please select the option to skip the completion of this form. 

2. Q: How do I know the opening times of Gareth Group Departments and Organisations? 

A: You will find an answer within the relevant Department/Organisation's FAQs. 

3. Q: Can I contact Staff or Volunteers on Direct Dials/Direct Telephone Numbers?

A; The short answer is no and this is deliberate in order to ensure fairness to all callers. You may see direct dials in Emails from The Gareth Group Staff or Volunteers, these will only work internally and are intended for use by Colleagues only. If you are allocated a Gareth Group ID Number, please specify this on the telephone at the Data Protection prompt, the system will then attempt to contact the assigned caseworker/Account Representative first before transferring to a trained representative within the International Contact Centre. 

4. Q: What should I do if I lose my Gareth Group ID (Including EIN, Customer Number or Correspondence Account Number or Client ID)?

A: Please select the department or organisation concerned from the right, please look for this question again and select the relevant link to the online E-Correspondence Form.  

5. Q: How do I know if there are any problems with The Gareth Group's systems and/or how long will I have to wait for a reply by either telephone, E-Correspondence or by Post/Fax?

A: Please check the service status ticker at the top of every webpage on The Gareth Group website, this can be found directly underneath the Gareth Group organisations menu. 

6. Q: I have a disability and I am having difficulties getting through to The Gareth Group - do you have any arrangements in place to assist me? 

A: Yes, we do. If you call our normal telephone number but dial 888 upon the automated system (IVR) answering, you will be transferred through to an Assistance Operator who will route your call. Unfortunately, we do not yet have a textphone system but please feel free to complete a contact form if you do not find the answer to your question in our FAQs section first. If this system is abused to bypass our normal telephone queues, we will transfer you back to our main IVR without exception. This is because we must be fair to those on low incomes contacting us and queuing to be transferred to an International Contact Centre Representative who may very well be trained in processing calls and enquiries for multiple departments or organisations within the Gareth Group. 

7. Q: What is the different between a Gareth Group Client, Caseworker, Correspondence Account Holder and Customer?

A: A Gareth Group Client would be a Client of either Gareth Group Law or Roof and would be the person seeking assistance from us, A Caseworker is an Employee or Volunteer of either Gareth Group Law or Roof, a Correspondence Account Holder is unique to both Gareth Group Law and Roof and is either a case contact (for example an Ombudsman) or the actual Correspondence Account Holder who is responsible for the case needing to be bought to the attention of a Court, Tribunal, Ombudsman or other Body and is ultimately the organisation or person who will be sent an invoice for our Client's costs - we add our costs to our Client's invoice, we then support them with raising a claim to the Correspondence Account Holder concerned. For more information about these positions, please select the relevant organisation on the right and have a look at our FAQs specific to that Organisation or Department. 

8. Q: What is the Gareth Group's policy on recording telephone calls? 

A: For training, quality and security purposes, we reserve the right to record any call associated with a division or organisation listed on the right of this page. 

9. Q: What is the Gareth Group's policy on Data Protection?

A; The short version of our Data Protection policy is that we have a duty to ensure, to the best of our ability, that your data remains confidential. The exception is where we have a duty to disclose information by law if there is any immediate danger to you or the public or where we believe that there is any indication of serious organised crime or terrorism. Under such circumstances we may not be able to inform you where we have an obligation to pass this information on. Where you or another person is in danger, we will do our best to provide the most minimal information possible whilst ensuring the safety of vulnerable people.

10. Q: I have a complaint/compliment or feedback - how do I pass this on?

A: We welcome all feedback and compliments and ensure that we log the same and pass on the information to the Employee or Volunteer concerned, where we can identify them. We thank you in advance for taking the time to contact us. If you have a complaint, we take all complaints seriously, you should first visit the Direction and Strategy Frequently Asked Questions regardless of whether your intended contact relates to feedback, compliments or complaints. 

11. Q: What is The Gareth Group's policy on discrimination?

A: All of our staff and volunteers are trained to treat everybody equally regardless of creed, race, sexuality, religion, political persuasion, disability or any other factor. If you have any negative experiences, we encourage you to make a complaint by visiting our Direction and Strategy FAQs. If you feel that you simply have not been supported very well due to such a factor as listed above or similar, then please do let us know if there is something that we can do to better assist you. The first thing that will help us to help you is to let us know of any special requirements you have by speaking to an International Contact Centre Representative first. We will do our best to assist you. We are however financially limited. 

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Case Specific Question - Please click here to skip to other Contact Methods

 

FAQS relating to the Gareth Group Direction and Strategy only - Please otherwise select the division or organisation on the top right before completing this form.

 

Important Note

Please note we are not:

Barristers (Legal Services Act [2007] (S181)(1)),

Solicitors (Solicitors Act [1974] (S21)) 

An incorporated body (Administration of Justice Act [1985] (S9 and S9A)).

We are not regulated by the Law Society or the Solicitors Regulation Authority. As such we cannot give legal advice and none of our activities amount to the same.

"Gareth Group Law" simply refers to our politically neutral interest in upholding fair access to and provision of services offered to people by the public sector and in lawfully campaigning for public bodies to adhere to legislation for the benefit of wider society. 

Any use whatsoever of this website and in particular the Gareth Group Law and Roof websites signifies your acceptance of this position.

We may be able to..

Act as a McKenzie Friend

We derive our discretionary power to quietly assist or to otherwise present a case with the Court's authority and at their discretion as a McKenzie friend (McKenzie v McKenzie [1970] 3WLR 472 3 ALL ER 1034 CA) or otherwise as Litigants in Person.

 

Gareth Group Law Advocates are not Legal Advocates and our work is solely carried out in the United Kingdom.

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