Ethics are at the heart of absolutely everything  we do at UPSEND and we understand that trusting someone to represent you and your child or young person is a big  emotional and financial decision and we believe that clear, open, honest communication is the key to building  trust and a  good working relationship, allowing us to work together to achieve  the very best outcomes.

 

Our promise to you: 

• We are a non profit organisation who believes that every parent, carer, child  and young person should have access to the correct support and advice.

• Our fees are to cover running costs and production of resources and are reviewed at least annually to ensure we keep these at a minimum. 

•  We operate an open, honest communication strategy.  Whatever stage in the process you are at if we don't feel we can help and bring true value to your case we will communicate this with you. 

• Where we are unable to help we will also  give clear reasons and where possible redirect you to services that may be more appropriate (for example SEN Solicitors). 

• When providing an estimate we will clearly outline how we can help, what benefit we can bring and how we can best support you and your child/young person so you are able to make an informed decision. 

• Estimated charges are based on the amount of time we think it might take us to complete work or represent you. 

• If it takes less time than we estimated you receive a refund of time not used (we will be more than happy to send you a copy of our refund policy on request) 

• We keep detailed records regarding the time we have spent completing work on your behalf that you can request access to at anytime. 

• In addition to our advice and representation UPSEND will always direct you to other freely available resources and advise where you can access further information. 

• We are  always happy be receive your feedback and any complaints will be dealt with within 48 hours.