What you can expect from us 

We will:

  • Engage with you in a respectful, supportive and inclusive manner.
  • Be professional at all times.
  • Clearly explain what information we need from you, our process and provide an indication of how long each stage will take where possible.
  • Only ask you for information that helps inform how we can support you. We will handle everything you share with us safely and sensitively in line with our Privacy Policy.
  • Listen carefully and patiently.
  • Tailor our response to your personal needs and circumstances. 
  • Ensure that all requests for support are dealt with in line with the charity’s relevant policies and procedures.
  • Aim to respond in a timely way and inform you of any delays.
  • Welcome feedback from musicians applying for our support and take complaints and negative comments very seriously.
  • Help Musicians | Musicians’ Complaints Policy

What we ask of you 

Our team members have the right to work in an environment where they are not subjected to abuse or harassment. Their wellbeing and mental health is important to us and is vital in enabling us to offer an empathetic and responsive service to musicians across the UK

Therefore, we ask that you:

  • Treat our team members with courtesy and respect*. This includes all form of communication with our staff members, whether that is via email, telephone, social media, home visits or at public events.
  • Are open and honest about your situation and provide any factual information and clear official documentation when requested to enable us to assess whether you are eligible for support.
  • Recognise that the first person you speak to may need to refer you to another team member as part of identifying how we can best support you. 
  • Are patient and respectful of our processes while we review how we may be able to support you.
  • Help us learn and improve as an organisation by providing constructive feedback on your experiences of working with us.

*Should a team member experience abuse or harassment in any form, they will remove themselves from the situation and escalate the issue to their manager who will investigate the matter. The outcome of an investigation could result in us temporarily or permanently refusing further support and/​or communication. We are not obliged to continue supporting those who do not adhere to the principles set out above, or those who abuse, harass or threaten our staff.