Our Commitment to Equality, Diversity and Inclusion

CHAP is committed to making sure that everyone can access our services and is treated fairly, respectfully and with dignity.


We provide free, independent and impartial advice and advocacy. We welcome people from all backgrounds and aim to create an environment where everyone feels safe, listened to and included.


What You Can Expect from CHAP


  • When you contact or use CHAP’s services, you can expect us to:
  • treat you fairly, respectfully and without unlawful discrimination;
  • listen to your needs and individual circumstances;
  • provide clear, impartial and independent advice;
  • respect your identity, culture, beliefs, relationships and choices;
  • avoid making assumptions about you or your circumstances;
  • protect your personal information;
  • consider reasonable adjustments and communication support; and
  • take concerns about discrimination, harassment or unfair treatment seriously.


We will not treat you unfairly because of your:

  • age;
  • disability;
  • gender reassignment;
  • marriage or civil partnership;
  • pregnancy or maternity;
  • race, colour, nationality or ethnic or national background;
  • religion or belief, including having no religion or belief;
  • sex; or
  • sexual orientation.


We also recognise that people may experience disadvantage for other reasons, including poverty, housing insecurity, caring responsibilities, health, language, digital exclusion or their immigration or employment circumstances.



Accessible Services and Reasonable Adjustments


We want our services to be accessible to everyone.


If you are disabled, have a health condition or experience another barrier to accessing our services, please tell us what would help. You do not need to use the words “reasonable adjustment”.


Depending on your needs and our services, support may include:

  • providing information in a different or accessible format;
  • allowing additional time;
  • arranging communication or language support;
  • offering telephone, video, face-to-face or outreach appointments;
  • using an accessible venue;
  • allowing someone to support you; or
  • adapting how we communicate or provide our service.


We will discuss your needs with you and do what we reasonably can to remove or reduce barriers. We will only ask for information that is reasonably necessary to understand and respond to your needs.



If You Are Concerned About How You Have Been Treated


If you believe that you have experienced discrimination, harassment, unfair treatment or an unreasonable failure to consider an adjustment, please tell us.


You can raise the matter with any member of CHAP staff or make a complaint:


Telephone: 030 0002 0002

Email: enquiries@chap.org.uk

Complaints information: www.chap.org.uk/complaints


Making a complaint or requesting an adjustment will not affect your right to use CHAP’s services or result in you being treated differently.


CHAP is a Scottish company limited by guarantee (Company No. SC213344), a registered Scottish charity (Charity No. SC028100) and authorised and regulated by the Financial Conduct Authority (FRN 689255).