Confidentiality Statement

Student Advice is committed to providing confidential advice, information and support.

Student Advice is committed to providing advice and information on a range of issues that relate to students’ academic, welfare and general advice needs.

Student Advice is a confidential and independent service.

If you are concerned about disclosing information in our reception area please ask to speak to someone in private.

Student Advice does not share the information you give us with other individuals and/or organisations outside of Cardiff University Students' Union without your express permission except in very exceptional circumstances; for example, if we believe that you or other people are at risk of serious harm.

Customer Care Statement

The Student Advice service is one that is committed to providing strictly confidential, neutral and non-prejudice support and guidance.

We see every student as an individual and treat each student with respect and dignity as these are the core values within our service.

With approachable staff, we pride ourselves on providing a warm, friendly and open minded service. Each adviser strives to achieve the best possible outcome for every student, whether it be looking for housing or an academic appeal.

Intertwined within our core values is our confidentiality agreement. This ensures that all students who use our service are provided with the upmost discretion.

We provide support in a number of areas and tackle each problem with a ‘can do’ attitude. However, we will be honest and transparent if we do not believe it is possible to achieve the desired outcome. With our core values in mind, we endeavour to support students to help themselves through their time at university. 

Withdrawl of Services Policy

Student Advice delivers free, independent, confidential, impartial advice to students at Cardiff University. There will be situations where it is no longer appropriate / a justifiable use of resource / safe to continue to provide assistance to a student. In these circumstances students will be
signposted or referred on to another agency. This can be done after discussion with the Head of Student Advice or Director of Membership Services.

If an adviser feels, despite the information and resources available, that Student Advice is not the appropriate agency, the student will be provided with active signposting.

Student Advice will routeinly refer students to University Student Support, if they are the more appropriate source of advice.

The following is a non-exhaustive list of where service may be withdrawn:

• The student is violent or abusive
• There is a potential of fraud
• There has been a loss of confidence
• The potential user is not a priority / target group
• The student has not taken any action and returns to the service repeating the original inquiry
• Student presents to Student Advice repeatedly without any real advice needs
• The student is being threatening, or the Adviser feels threatened
• The student has given false and/or misleading information to Student Advice.
• The relationship is no longer that of client and adviser
• The nature of the case changes and this change means that Student Advice is no longer appropriate or the best source of advice
• The student transfers to another University
• The students’ behaviour is in breach of our Equal Opportunities policy
• The student has seriously breached the trust of staff e.g. theft from Student Advice

Verbal abuse, or perceived threats to members of the Student Advice team, will never be tolerated. Where Student Advice's service is being withdrawn, the client will be informed verbally and if possible in writing, with the reason(s) why this is the case, with suggestions of where else they can seek help and informing them of their right to complain if they feel this action has been taken unreasonably.