Service Policies & Procedures

The Advice Service was awarded the Advice Quality Standard (AQS) in 2013, which provides you with assurance that the we have met certain criteria that demonstrate a commitment to quality. The AQS is awarded to organisations who give advice to members of the public on legal issues. Organisations are audited every two years and have to demonstrate that they are accessible, effectively managed, and employ staff with the skills and knowledge to meet the needs of their clients.

To maintain a quality service and meet AQS requirements the Advice Team work within the following framework. These standards are reviewed annually.

Guide to the Advice Service

All about the RUSU advice service.

Advice Service Clients

Who can use the advice service.

Data protection

The Advice Service is committed to keeping your information according to the following principles, as required by the Data Protection Act 1998.

Confidentiality Policy and Procedure

RUSU is committed to providing a confidential Advice Service and believes our clients deserve the right to confidentiality; to protect their interests and to safeguard our services.

Complaints Policy & Procedure

We want to hear from people who are dissatisfied with the Advice Service. Complaints help us to identify problem areas of service delivery and other issues and provide focus on improving practices.

Complaints statement

RUSU Advice Service aims to provide a quality service that is acceptable to all our users. If we fail to do this, we want to know about it.

Conflict of Interest

Advisers must ensure that, in informing clients of a conflict of interest of any sort, confidential information about another client, employee or member of the Advice Service is not disclosed.

Code of ethics

All advisers must follow a strict code of ethics when advising students, as detailed here.

Contact the Advice Service

Services which operate within the Advice Service have separate sessions: see their individual pages for further info on how and when to access them.

Following the current situation with the coronavirus (COVID-19), RUSU staff have been asked to work for remotely for the foreseeable future. This includes the staff within the Advice Service.

As a result, the Advice Service is unable to offer face-to-face appointment or a drop-in service at the current time, but we are still able to offer advice to students.

If you would like some support from the Advice Service then please complete our Talk to us form. Alternatively, you can email the service on

Please be assured that an Adviser will get in touch with you as soon as possible, and that we can still offer appointments via other methods (for example, via telephone, Skype or Microsoft Teams).