OISC Code of Standards 2016 - Confidentiality & keeping the client informed
Updated 24 April 2024
© Crown copyright 2024
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/oisc-code-of-standards-commissioners-rules-2012/oisc-code-of-standards-2016-confidentiality-keeping-the-client-informed
1. Confidentiality
27.Organisations and advisers must ensure the confidentiality of all of the information they hold relating to each of their clients, subject to legal and regulatory disclosure requirements.
28.Organisations and advisers must ensure that discussions or the giving of information relating to immigration advice or immigration services are conducted in a confidential manner.
2. Keeping clients informed
29.Organisations and advisers must ensure that each of their clients is kept regularly informed in writing of the progress of their case and, at a minimum, receives an update every three months.
30.An adviser on receiving notification of the outcome of a client’s case must within three working days notify the client in writing accordingly.
31.An adviser must explain to the client the implications of any substantive changes in the client’s circumstances or in their case of which the adviser becomes aware and advise them on any suggested course(s) of action, including any associated costs or expenditure. This must be given within 3 working days. If given orally, the adviser must promptly provide the client with a written statement summarising the above.
32.If the client, having been informed of the outcome of their case or other significant related event, gives additional instructions to the adviser, these must be recorded by the adviser in writing together with any associated costs or expenditure agreed before any additional work is undertaken.
33.An organisation must notify its clients promptly in writing of any changes to the organisation’s contact details.