Our promise to you

We will do our best to help and treat you with respect and understanding

We are committed to providing high quality services and the very best standard of customer service and care. Our promise to you covers what you can expect from us and the services we provide, including how we protect and care for your sensitive information.

What you can expect from us

Our quality service promises you:

  • We are welcoming and friendly and always do our best to help you
  • We are open, honest and responsive in all of our communication with you
  • We are polite and treat you with respect and understanding
  • We treat you as an individual
  • We work to understand your needs by listening to you and giving you time and space
  • We value your feedback and use it to improve our services
  • We communicate with you in ways that work for you
  • We use plain English and clear language
  • We provide you with accurate and up-to-date information
  • We protect your personal information
  • We invest in our team so they can support you better
  • We regularly check how we are doing against our quality service promises

What we ask of you

  • Be polite and treat our staff with respect
  • Let us know if you have any special requirements so that we can provide the right help
  • Provide us with feedback

Send us feedback



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

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 anonymous information more generally to:

  • Check the quality of care we provide to everyone
  • See how we spend money
  • Plan and manage the service
  • Train staff and volunteers
  • Carry out research

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

  • Threats of or actual violence
  • Risk of harm to yourself or others
  • Child abuse or neglect

What is Data Protection?

Data Protection is an area of law that requires us to handle your Personal Data in accordance with the below principles. It also grants you, the ‘Data Subject’, certain rights in certain situations. Our privacy notices outline in more detail how we handle your Personal Data and what rights you have over that data.

We have a set of policies and standards that all staff and volunteers comply with in order to ensure we handle your data correctly.  

This means that we;

  1. Will only use your information fairly, lawfully and honestly
  2. Won’t reuse it and will only use it for the reasons why we need it
  3. Will only use what we need and won’t be creepy by collecting loads of data on you unnecessarily
  4. Will ensure what we have is accurate and kept up to date where we can
  5. Will only keep it as long as we need to and no longer
  6. Will look after it as best we can to keep it secure and protect your confidentiality
  7. Will be responsible in our care of it

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