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What you can expect from us

Our quality service promises to you:

What we ask of you

Send us feedback

Confidentiality

METRO is committed to providing you a safe and confidential space. To give you the best service possible we need to record some information about you. We understand that confidentially is important to people, especially around sexuality, gender history, HIV and mental health.

How we use your information

We use your information to provide a service and/or treatment to you, check the quality of your care, help you make good decisions about your health and to investigate complaints.

We sometimes use your information more generally to:

If we use your information for these reasons, we will remove your name and other details which could identify you.

Personal information is only disclosed outside METRO when you have agreed in advance, or in exceptional circumstances such as:

What is the Data Protection Act?

The Data Protection Act 1998 allows you certain rights to access information held about you. It establishes rules for processing personal information and now applies to most paper records and electronic records.

All staff are obliged to comply with the Act and, therefore, must ensure that handling of all personal information is managed in accordance with the Data Protection Principles.

Personal data must be:

  1. Processed fairly and lawfully
  2. Processed for specified purposes
  3. Adequate, relevant and not excessive
  4. Accurate and kept up-to-date
  5. Not kept for longer than necessary
  6. Processed in accordance with the rights of data subjects
  7. Protected by appropriate security (practical and organisational)
  8. Not transferred outside of Europe without adequate protection

If you have any questions about how we use your data, please email hello@metrocharity.org.uk or call 020 8305 5000.