FLAG DV – Terms of Service for Legal Advice Appointments

  1. About the Service
    FLAG DV offers one-off free legal advice appointments. These appointments may take place over the phone, by an online meeting or on rare occasions, face to face at the solicitor’s law firm, if agreed in advance by the solicitor. These appointments are delivered via the most appropriate and accessible contact method based on need and availability. The legal appointment is delivered by qualified volunteer solicitors. These appointments are available to people affected by domestic abuse who need support with family law legal matters.
    The solicitor providing your advice is volunteering with FLAG DV and is not acting as a representative of their private legal firm. Their role is limited to the appointment and the information discussed during that time.
  2. Eligibility
    This service is available to individuals affected by domestic abuse living in our service areas. We reserve the right to decline appointments where we are not the most appropriate service to support you.
  3. Nature of the Appointment
    • Appointments are held by the most appropriate contact method at a pre-agreed time.
    • The appointment is for one-off legal advice only.
    • The solicitor will not represent you in court or write letters on your behalf.
    • FLAG DV legal clinic cannot provide ongoing legal representation or casework support.
    • We may signpost or refer you to other organisations, but we cannot guarantee they will take your case on.
  4. Preparing for Your Appointment
    Solicitors do not receive documents in advance and we cannot guarantee time to review documents during the call.
    To help you get the most from your appointment, it may be useful to have the following information to hand:

    • Court letters or paperwork
    • Key dates for court or deadlines
    • Relevant emails or letters you’ve received
    • Information about your income or benefits
    • Any details of medical conditions or disabilities, if relevant
    • Information about others living with you (especially where this affects your legal issue)
    • Please do not send documents to FLAG DV or the solicitor unless specifically asked to do so by a member of our team.
  5. Confidentiality and Safeguarding
    FLAG DV treats all information you share with confidentiality and respect. However, we have a duty of care and a legal obligation to share information if:

    • You or someone else is at serious risk of harm
    • A child is at risk
    • There is a safeguarding concern requiring external support
    • In these cases, we may share limited information with appropriate services to keep people safe. You can refer to our safeguarding policies for further information on this or talk to a member of our team.
  6. Missed Appointments and Conduct
    Demand for our appointments is high. If you cannot attend your scheduled appointment, please let us know as soon as possible. Missed appointments without notice may not be rebooked.
    All clients are expected to treat our team and volunteer solicitors with respect. Abusive, discriminatory, or threatening behaviour will not be tolerated and may result in us withdrawing access to our services.
  7. Limitations of Liability
    The legal advice provided to you is covered by the solicitor’s professional indemnity insurance, subject to a liability limit of £2 million.
    Please note:

    • LawWorks is not responsible or liable for any advice you receive through FLAG DV.
    • Responsibility for the advice given rests solely with the solicitor and FLAG DV.
  8. Privacy and Data Protection
    FLAG DV stores your information securely and in line with UK GDPR. We only collect information necessary to provide you with our service and support. Please refer to our Privacy Policy for more information on how we use and store your data.
  9. Accessibility and Support Needs
    If you have communication, accessibility, or language needs, please let us know when booking your appointment. While we may not always be able to provide an interpreter or specialist support, we will do our best to accommodate your needs or signpost you to a more suitable service.
  10. Complaints
    FLAG DV aims to provide services to a high standard. If you are unhappy with any part of the service you received:

    • You can submit a complaint in writing to FLAG DV, by emailing hello@flagdv.org.uk
    • Complaints will be reviewed by our management team.
    • If you are dissatisfied with the outcome, your complaint may be escalated to our Management Committee.
    • All complaints are logged and monitored to help us improve.
  11. Consent
    By booking and attending your appointment, you are agreeing to these Terms of Service. If you have any questions or concerns before your appointment, please speak to a member of our team.