Safeguarding statement (public version)
We are committed to providing a service that is safe, respectful and supportive. Safeguarding means taking action to help protect children, young people and adults at risk from harm or abuse.
Our commitment
We take safeguarding seriously and will act if we are worried that someone is at risk of harm.
We aim to create a safe space where you are treated with dignity and respect.
Our staff, volunteers and counsellors receive safeguarding information and work within clear practice expectations.
We work with relevant agencies when needed to help keep people safe.
Confidentiality and safeguarding
Our sessions are confidential. However, there are times when we may need to share information to help keep someone safe. This may happen if:
a child or young person is at risk of harm
an adult is at risk of serious harm
there is a serious risk of harm to you or someone else
we are required to share information by law
Where possible and safe, we will discuss this with you first and aim to share only what is necessary.
If you need urgent help
If someone is in immediate danger or needs urgent medical help, call 999.
If you need urgent advice and it is not an emergency, you can contact NHS 111.
If you are struggling and need someone to talk to now, you can contact Samaritans (116 123) (24/7).
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: Designated Safeguarding Lead (DSL)
How to report a safeguarding concern
You can contact us if you are worried about your own safety, someone else’s safety, or about the behaviour of someone connected with our service.
If it is an emergency
Call 999.
If it is not an emergency
Contact our Designated Safeguarding Lead (DSL):
Email: [safeguarding@yourcharity.org]
Phone: [number]
Hours monitored: [e.g., Mon–Fri 9am–5pm]
If the DSL is not available, contact:
Deputy DSL: [role/title] • [email/phone]
What to include (if you can)
What you are worried about and who is involved
What happened / what you have seen or heard (dates/times if known)
Where the person is now (if relevant) and whether anyone is in immediate danger
Your contact details (if you’re happy to share them)
You can raise concerns even if you are unsure. We would rather you tell us and let us decide what action is needed.
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: DSL
Complaints procedure (client-facing)
We welcome feedback and take complaints seriously. If something hasn’t been right, we will listen, treat you fairly, and aim to put things right.
How to make a complaint
You can complain by:
Email: [complaints@yourcharity.org]
Phone: [number]
Post: [address]
Please tell us:
what happened and when
who was involved (if known)
what outcome you are hoping for
You can have someone support you to make a complaint (for example, a friend, advocate or support worker).
What happens next
Acknowledgement
We will acknowledge your complaint within [X working days].Review / investigation
A manager not directly involved will review what happened, which may include speaking with you and relevant staff/counsellors, and reviewing records where appropriate.Response
We aim to provide a written response within [X working days]. If it takes longer, we will tell you why and keep you updated.
Possible outcomes
Depending on what we find, outcomes may include:
an explanation and apology
changes to how we do things
additional support or adjustments
signposting to other services (where relevant)
If you are not satisfied
If you remain unhappy, you can ask for the complaint to be reviewed by:
[Senior role / CEO / Trustee lead] at [email]
We will tell you about any relevant external routes for escalation where applicable.
Confidentiality and records
We handle complaints sensitively. Information is shared only with those who need to know to respond. We keep a record of complaints and outcomes to help improve our service.
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: [Role]
Equality, diversity & inclusion statement
We are committed to providing an inclusive service where people are treated fairly and with respect. We value diversity and work to reduce barriers so that more people can access support.
Our commitment
We aim to:
treat people with dignity and respect
challenge discrimination and promote equality
make reasonable adjustments to improve access
learn from feedback and keep improving
We do not tolerate discrimination, harassment or abuse.
What this means in practice
We work to ensure our services are welcoming and accessible.
We support people from all backgrounds and with different identities and experiences.
We will listen if you tell us something is not working for you.
If you have concerns
If you feel you have been treated unfairly, please contact us:
Email: [inclusion@yourcharity.org] or [complaints@…]
Phone: [number]
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: [Role]
Accessibility and reasonable adjustments
We want our service to be as accessible as possible. If you need an adjustment to help you access our support, please tell us.
Examples of adjustments we may be able to offer
Depending on what we provide and our capacity, this might include:
offering online, phone or in-person options where available
flexible appointment times within our operating hours
communication support (e.g., written information in a different format)
additional time for appointments where possible
adapting how we share information or reminders
How to request an adjustment
Email: [accessibility@yourcharity.org] (or your main contact email)
Phone: [number]
Tell us what would help. We’ll discuss options with you and agree what we can reasonably provide.
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: [Role]
Service user charter: what to expect
We want you to feel safe, respected and supported. This charter explains what you can expect from us and what we ask from you.
You can expect us to
treat you with respect, compassion and without judgement
explain the service and answer your questions
keep appointments as agreed and let you know if we need to change them
work within professional boundaries
take your privacy seriously and explain confidentiality and its limits
respond appropriately if we are concerned about safety
welcome feedback and explain how to complain
Confidentiality and its limits
Sessions are confidential. We may need to share information if there is a serious safeguarding concern, a serious risk of harm, or if we are required by law. Where possible and safe, we will discuss this with you first.
We ask you to
attend sessions on time and let us know if you cannot attend
treat staff, volunteers and counsellors respectfully
give accurate information that helps us support you safely
understand that our service has limits and may not be suitable for urgent or crisis support
Attendance and engagement
Regular attendance helps the work. If you miss sessions without letting us know, we may contact you to check you are safe and to discuss whether the service remains suitable.
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: [Role]
Fees, cancellations and terms (if relevant)
Fees
If your service includes paid sessions, we will clearly explain:
the session fee and how payment works
any reduced-fee options (if offered) and how to request them
what happens if fees change (we will give notice)
Fees: [£X] per session / [sliding scale details] / [donation-based wording]
Cancellations
If you need to cancel or change an appointment, please tell us as soon as possible.
Notice period: We ask for [X hours/days] notice where possible.
Late cancellations / missed sessions: [state your approach plainly, e.g., “may be charged at £X” / “may count as a missed session” / “we may need to offer the slot to someone else”.]
We will always consider exceptional circumstances (e.g., sudden illness).
Ending support
You can choose to end sessions at any time. We may also recommend ending or changing support if:
the service is no longer the right fit for your needs
attendance is not consistent and we cannot make contact
behaviour towards staff/volunteers/counsellors is abusive or unsafe
Where possible, we will discuss options and signpost you to other support.
Last reviewed: [Month YYYY] • Next review due: [Month YYYY] • Owner: [Role]