Policies and Procedures

We pride ourselves on working to a high standard in line with local and national guidelines.  We have a set of Policies and Procedures that are regularly reviews and updated. These form part of our governance structure, and some outline the rights and responsibilities of our services use.

You can view many of our Policies online by clicking the links below.

If you would like to see any of our other Policies please contact Mark on: 07960194888 or email: mark@socialisingbuddies.co.uk


All Socialising Buddies staff, volunteers and service users have a right to be treated with respect and Socialising Buddies will not tolerate violence*. Socialising Buddies will take all necessary steps to ensure that staff, volunteers and service users are safe while providing or using Socialising Buddies services. This includes responding to serious incidents, managing challenging behaviour and putting in to place policies, procedures and practices that ensure that such incidents are eliminated or minimised. Socialising Buddies will also record and review all incidents of such nature to ensure that its response is appropriate and in line with legal requirements and best practice.

*Any incident where staff are threatened, abused or assaulted in circumstances relating to their work, involving an explicit or implicit challenge to their safety, well being or health eg unreasonable and/or offensive remarks or behaviour; harassment; threatening
 behaviour; actual assault; attacks on members of staff/volunteers or other service users; damage to employee’s/employer’s property.


Challenging Behaviour
For the purposes of this policy, challenging behaviour is defined as violent behaviour, or behaviour which has the purpose or effect of either violating another person’s dignity, or making them feel intimidated, abused, threatened, degraded, humiliated, offended, vulnerable or helpless.
Socialising Buddies recognises that challenging behaviour can take many forms. This may include direct physical assaults or threats, messages by phone or text, etc, intimidation, bullying, harassment or emotional blackmail, etc.

Socialising Buddies recognises that its services users, by virtue of the fact that they identify as having a mental health condition or learning disability, may commonly be suffering from anxiety and other negative emotions that may lead them to behave in untypical ways and recognizes that due allowance should be made in this respect. However, at all time the safety of Socialising Buddies staff & volunteers & service users is paramount. Socialising Buddies does not advocate the use of physical restraint. Workers should use de-escalation techniques and avoid or break away from a physical attack
Challenging Behaviour by members of staff or volunteers may be misconduct or gross misconduct and will covered by the Socialising Buddies Safeguarding policy. Socialising Buddies has also adopted a Bullying and Harassment policy as part of its Human Resources policy.
Challenging Behaviour by service users or members of the public will be dealt with under this policy but which may include reference to the Groups Policies and the respective Group Rules.

Serious Incidents
Serious Incidents are events involving Socialising Buddies which have resulted in, or might have resulted in, physical assault or injury to staff, volunteers, service users or members of the public, or events which have resulted in staff, volunteers or service users feeling intimidated, abused, threatened, degraded, humiliated, offended, vulnerable or helpless; or events which result in damage to property. Serious Incidents will usually arise from challenging behaviour.
Serious Incidents do not include accidents, accidental injury or accidental damage to property.
Serious Incidents may take place at Socialising Buddies services or outside services where the Challenging Behaviour is directed towards a person because of their involvement with Socialising Buddies as a member of staff or volunteer.
Socialising Buddies will record all Serious Incidents and all staff and volunteers have a duty to report such events to the Duty Manager as soon as possible after the incident has occurred.

Immediately following the incident
Any member of staff or volunteer who has been involved in a Serious Incident should inform the Duty Manager (or if not available then the managing director).
Classification of Incident
The Duty Manager will determine (in consultation with the board of directors if necessary) whether the event is to be treated as low level, moderate or serious.

Low Level – single incident of challenging behaviour which has the purpose or effect of making the recipient feel intimidated, abused, threatened, degraded, humiliated, offended, vulnerable or helpless
Moderate Level – repeated, persistent or sustained behaviour which has the purpose or effect of making the recipient feel intimidated, abused, threatened, degraded, humiliated, offended, vulnerable or helpless; threatening body language or behaviour, damage to property.
Serious Level – direct threats, physical aggression, assault, serious damage to property.

These are guidelines

1. The Duty Manager will record the Incident on an incident form. The record will include all details including date, time, place of incident, those present, who perpetrated the incident, circumstances leading up to the incident and its classification and action planned.
2. With regard to the Buddy Service (and any other Lone Working services), personal safety is paramount and the Duty Manager will normally suspend visits and contact until a decision is made whether the service should be withdrawn from the client.
3. Low Level Incidents – refer to the Group policy and Group Rules for guidance as to action to be taken regarding the individual responsible. Informal, or no action, may be appropriate.
4. Moderate Level Incidents – refer to the Group policy with regard to considering the exclusion procedure detailed therein
5. Serious Level Incidents –
. a) the Duty Manager will notify the Managing Director as soon as possible
. b) If a crime has been committed such as assault or criminal damage, Socialising Buddies 
will report that to the police.
. c) The individual responsible will be excluded with immediate effect from ALL Socialising Buddies services and an email to this effect will be sent to all staff and volunteers. Socialising Buddies needs to be informed if any contact is received from an individual excluded from its services on this basis
. d) If appropriate, a letter will be sent to the perpetrator advising them that they are permanently excluded from all Socialising Buddies services and that the police may be called if they try to attend any of its services. If it is felt that this would not be appropriate then the Managing Director reserves the right to contact an appropriate person (such as a social worker) and ask that they support the perpetrator in receiving the information relayed in the letter.
. e) The Duty Manager will submit a report at the next scheduled meeting with the managing directors who will consider whether any further actions are necessary and whether any changes to operational policies, procedures and practices is necessary to prevent a reoccurrence.
6. The Duty Manager will use the Incident records to Identify any trends or patterns involving the same individual and may independently bring to the attention of the directors any level of behaviour that indicates that exclusion or other action may be appropriate.
7. Following any Serious Incident, the member of staff or volunteer will be encouraged to attend clinical supervision to be supported. If appropriate, counseling with an independent, registered practitioner will be offered.



Socialising Buddies has a duty to ensure that information that it holds or processes is managed appropriately and within legal requirements. In order to appropriately manage this information and to ensure a consistent approach, all staff and volunteers have a duty to implement the Confidentiality procedures.


1. Information held by Socialising Buddies will include the following categories:
(a) personal information relating to individual employees/volunteers/Board members/ supporters past, present and potential / clients – e.g. phone numbers, CVs, work performance;
(b) personal information relating to individuals in member, associate member and supporter organisations;
(c) information relating to member/associate member/supporter organisations – e.g. organisations’ phone numbers, monitoring by Socialising Buddies employees;
(d) information relating to more general Socialising Buddies work – e.g. policies on staffing and other matters, relationships with other bodies, Board papers and minutes.

2. Such information will mostly be in written/computer form but will also include unwritten information which has become known to Socialising Buddies employees/volunteers/Board members in the course of their work. (This policy does not cover information that becomes known to them outside their work at Socialising Buddies).

General principles

Disclosure within Socialising Buddies
3. Within Socialising Buddies personal information relating to individual employees/volunteers/Board members should be available to staff with the responsibility for line managing others only (and to Board members to the extent that it is directly related to their personnel responsibilities) unless the individuals concerned have agreed to wider disclosure. Individuals have, under the Data Protection Act 1998, a right to inspect any information held by Socialising Buddies on them.

4. All other information falling within section 1 above may be freely shared between employees/volunteers/Board members.

Disclosure outside Socialising Buddies
5. Socialising Buddies recognises that it is a matter for individuals to decide whether they wish their personal details to be publicly known, and similarly for organisations whether they wish their contact details to be publicly known. In general, therefore, such information should not be disclosed outside Socialising Buddies unless the individuals/organisations concerned;
(a) have explicitly given their consent, or have raised no objection when informed by Socialising Buddies that disclosure is intended, – e.g. for inclusion in the Consortium’s directory or annual report; or
(b) have themselves published, or sanctioned the disclosure of the information elsewhere, or can reasonably be regarded as having done so – e.g. in a magazine or the organisation’s own publicity material or by statements made in open session at a Socialising Buddies conference.

6. There would be nothing to stop Socialising Buddies disclosing/publishing any of this information in a form where the individuals/organisations concerned could not be identified – e.g. aggregate statistics about the membership or about members’ work.

7. More general information about Socialising Buddies work may be disclosed outside Socialising Buddies except where the Services Manager or the Chair of the Board has explicitly stated that this is inappropriate.

Disclosure required by Law, Court or Tribunal
8. Disclosure of information may in certain circumstances be required by law or by a court or tribunal – e.g. for the prevention of crime.

9. When such an approach is made to Socialising Buddies, Socialising Buddies designated solicitor should always be consulted on whether, how and what information should be provided. The provision of information in the light of the solicitor’s advice must be specifically authorised by the Services Manager or the Chair.

10. The Services Manager should tell the individual/organisation concerned as soon as any decision to provide information has been taken.

Disclosure requested by the Police, solicitors and other authorities
11. Information requested by the police, solicitors and other authorities on individuals (without specific legal authority as at section 8 above) should not normally be provided unless those concerned have given their consent, Socialising Buddies designated solicitor has been consulted, and disclosure has been specifically authorised by the Services Manager or the Chair.
It is recognised, however, that there may be exceptional circumstances (e.g. client abuse, financial irregularities) where it would be right to provide information without the consent of those concerned being obtained or even sought. Those concerned should normally be informed that information has been provided.

12. Other information relating to Socialising Buddies work should only be provided where disclosure has been specifically authorised by the Service Manager or the Chair. Requests relating to another organisation should normally be referred to the organisation concerned to deal with.

Press and Media
13. Personal information on individuals, and contact details for organisations, should not be provided to the Press/media unless those concerned have given their consent and disclosure has been specifically authorised by the Services Manager or the Chair. Requests for the disclosure of other information should be dealt with as at section 12 above.

Security of information
14. Personal information on individuals, and contact details for organisations, must be kept in lockable filing cabinets or secure computer files except where disclosure is permissible under section 5 above. The same shall apply to such other information covered by section 1 above as the Services Manager or the Chair shall decide is appropriate. Access to all securely held information shall be limited to such individuals and for such purposes as the Services Manager or the Chair shall authorise.

15. The need for particular information in these categories to be held securely, and indeed the need for it to be retained at all, shall be reviewed from time to time by the Services Manager. Where information does not need to be retained, it should be securely disposed of.

16. The Consortium will comply with the requirements of the Data Protection Act 1998.

Obligations on Socialising Buddies employees/volunteers/Board Members
17. Socialising Buddies employees/volunteers/Board members will be required by the Services Manager to give an undertaking that they will act in accordance with this policy. Where future employees/volunteers/Board members are concerned, this should be done as part of their induction.

18. Any breach of this undertaking will be subject to disciplinary action.




1.1 The purpose of this policy is to outline the duty and responsibility of staff, volunteers and trustees working on behalf of the organisation in relation to Safeguarding Vulnerable Adults.

1.2 All adults have the right to be safe from harm and must be able to live free from fear of abuse, neglect and exploitation.

“Abuse is a violation of an individual’s human and civil rights by any other person or person’s”
– Kent and Medway Safeguarding Vulnerable Adults (2010)


2.1 To explain the responsibilities the organisation and its staff, volunteers and trustees have in respect of vulnerable adult protection.

2.2 To provide staff with an overview of vulnerable adult protection

2.3 To provide a clear procedure that will be implemented where vulnerable adult protection issues arise.


3.1 For the purpose of this policy ‘adult’ means a person aged 18 years or over.

3.2 What do we mean by abuse?

3.2.1 Abuse of a vulnerable adult may consist of a single act or repeated acts. It may occur as a result of a failure to undertake action or appropriate care tasks. It may be an act of neglect or an omission to act, or it may occur where a vulnerable person is persuaded to enter into a financial or sexual transaction to which they have not, or cannot, consent. Abuse can occur in any relationship and may result in significant harm to, or exploitation of, the individual.

3.2.2 Concerns about abuse may be raised and reported to the social services agency as a result of a single incident or repeated incidents of abuse. However for some clients the issues of abuse relate to neglect and poor standards of care. They are ongoing and if ignored may result in a severe deterioration in both physical and mental health and even death.

3.2.3 Anyone who has concerns about poor care standards and neglect in a care setting may raise these within the service, with the regulatory body and/or with the social services agency.

3.2.4 Where these concerns relate to a vulnerable adult living in their own home, with family or with informal carers they must be reported to the social services agency. These reports must be addressed through the adult protection process and a risk assessment must be undertaken to determine an appropriate response to reduce or remove the risk.

3.3 Who is included under the heading ‘vulnerable adult?’

3.3.1 An Adult (a person aged 18 or over) who ‘is or may be in need of community care services by reason of mental or other disability, age or illness; and who is or may be unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation’. (Definition from ‘No Secrets’ March 2000 Department of Health)

3.3.2 This could include people with learning disabilities, mental health problems, older people and people with a physical disability or impairment. It is important to include people whose condition and subsequent vulnerability fluctuates. It may include an individual who may be vulnerable as a consequence of their role as a carer in relation to any of the above.

3.3.3 It may also include victims of domestic abuse, hate crime and anti social abuse behaviour. The persons’ need for additional support to protect themselves may be increased when complicated by additional factors, such as, physical frailty or chronic illness, sensory impairment, challenging behaviour, drug or alcohol problems, social or emotional problems, poverty or homelessness.

3.3.4 Many vulnerable adults may not realise that they are being abused. For instance an elderly person, accepting that they are dependent on their family, may feel that they must tolerate losing control of their finances or their physical environment. They may be reluctant to assert themselves for fear of upsetting their carers or making the situation worse.

3.3.5 It is important to consider the meaning of ‘Significant Harm’. The Law Commission, in it’s consultation document ‘Who Decides,’ issued in Dec 1997 suggested that; ‘harm’ must be taken to include not only ill treatment (including sexual abuse and forms of ill treatment which are not physical), but also ‘the impairment of, or an avoidable deterioration in, physical or mental health; and the impairment of physical, intellectual, emotional, social or behavioural development’.


4.1 Kent and Medway Multi-Agency Adult Protection Policy, Protocols and Guidance ( May 2005): www.kent.gov.uk and follow links to Adult Protection

4.2 Human Rights Act 1998, the Mental Capacity Act 2005 and Public Interest Disclosure Act 1998

4.3 Data Protection Act 1998, Freedom on Information Act 2000, Safeguarding Vulnerable Groups Act 2006, Deprivation of Liberty Safeguards, Code of Practice2008

4.4 The Mental Capacity Act 2005, covering England and Wales, provides a statutory framework for people who lack capacity to make decisions for themselves, or who have capacity and want to make preparations for a time when they may lack capacity in the future. It sets out who can take decisions, in which situations, and how they must go about this.

4.5 The Human Rights Act 1998 gives legal effect in the UK to the fundamental rights and freedoms contained in the European Convention on Human Rights (ECHR).

4.6 The Public Interest Disclosure Act 1998 (PIDA) created a framework for whistle blowing across the private, public and voluntary sectors. The Act provides almost every individual in the workplace with protection from victimisation where they raise genuine concerns about malpractice in accordance with the Act’s provisions.


5.1 All staff, volunteers and trustees working on behalf of the organisation have a duty to promote the welfare and safety of vulnerable adults.

5.2 Staff, volunteers and trustees may receive disclosures of abuse and observe vulnerable adults who are at risk. This policy will enable staff/volunteers to make informed and confident responses to specific adult protection issues.


6.1 Abuse may consist of a single act or repeated acts. It may be physical, verbal or psychological, it may be an act of neglect or an omission to act, or it may occur when a vulnerable person is persuaded to enter into a financial or sexual transaction to which he or she has not consented, or cannot consent.

6.2 Abuse can occur in any relationship and it may result in significant harm to, or exploitation of, the person subjected to it.

6.3 The Department of Health in its ‘No Secrets’ 2000 report suggests the following as the main types of abuse:

6.3.1 Physical abuse – including hitting, slapping, pushing, kicking, misuse of medication, restraint, or inappropriate sanctions.

6.3.2 Sexual abuse – including rape and sexual assault or sexual acts to which the vulnerable adult has not consented, or could not consent or was pressured into consenting.

6.3.3 Psychological abuse – including emotional abuse, threats of harm or abandonment, deprivation of contact, humiliation, blaming, controlling, intimidation, coercion, harassment, verbal abuse, isolation or withdrawal from services or supportive networks.

6.3.4 Financial or material abuse – including theft, fraud, exploitation, pressure in connection with wills, property or inheritance or financial transactions, or the misuse or misappropriation of property, possessions or benefits.

6.3.5 Neglect and acts of omission – including ignoring medical or physical care needs, failure to provide access to appropriate health, social care or educational services, the withholding of the necessities of life, such as medication, adequate nutrition and heating.

6.3.6 Discriminatory abuse – including race, sex, culture, religion, politics, that is based on a persons disability, age or sexuality and other forms of harassment, slurs or similar treatment, hate crime.

6.3.7 Institutional abuse – Institutional abuse although not a separate category of abuse in itself, requires specific mention simply to highlight that adults placed in any kind of care home or day care establishment are potentially vulnerable to abuse and exploitation. This can be especially so when care standards and practices fall below an acceptable level as detailed in the contract specification.

6.3.8 Multiple forms of abuse – Multiple forms of abuse may occur in an ongoing relationship or an abusive service setting to one person, or to more than one person at a time, making it important to look beyond single incidents or breaches in standards, to underlying dynamics and patterns of harm. Any or all of these types of abuse may be perpetrated as the result of deliberate intent and targeting of vulnerable people, negligence or ignorance.

6.4 Domestic abuse

6.4.1 Home Office Definition 2004

‘Any incident of threatening behaviour, violence or abuse (psychological, physical, sexual, financial or emotional) between adults who are, or have been intimate partners or family members, regardless of gender or sexuality.’

6.4.2 Women’s Aid Definition

‘Domestic violence is physical, sexual, psychological or financial violence that takes place within an intimate or family-type relationship and that forms a pattern of coercive and controlling behaviour. This can also include forced marriage and so-called “honour crimes”. Domestic violence may include a range of abusive behaviours, not all of which are in themselves inherently “violent”.

6.4.3 Most research suggests that domestic violence occurs in all sections of society irrespective of race, culture, nationality, religion, sexuality, disability, age, class or educational level.

6.4.4 Both definitions would therefore also include incidents where extended family members may condone or share in the pattern of abuse e.g. forced marriage, female genital mutilation and crimes rationalized as punishing women for bringing ‘dishonour’ to the family.

6.4.5 It is important to recognise that Vulnerable Adults may be the victims of Domestic Abuse themselves or be affected by it occurring within their household. This is likely to have a serious effect on their physical and mental wellbeing.

6.4.6 Where Vulnerable Adults are victims of Domestic Abuse, they may need extra support to plan their future. The violence or threat of violence may continue after a victim has separated from the abuser. It is important to ensure that all the vulnerable people in this situation have appropriate support to enable them to maintain their personal safety.

6.4.7 A separate Domestic Abuse Protocol is in place between Police, Social Services and Health.

6.4.8 Incidents reported by the police through the domestic abuse protocols will be addressed under the adult protection processes if it is considered that a vulnerable adult may be at risk of abuse. (See Joint Police, Social Services and Health protocol for dealing with cases of domestic abuse where vulnerable adults are involved)

7.1 It is essential that the needs of any children within an abusive or domestic violence situation where there is a vulnerable adult involved are considered and acted upon. Please contact the Lead for Safeguarding or Senior Manager and/or the local social services Safeguarding Children’s team.

8.1 It is important that vulnerable adults are protected from abuse. All complaints, allegations or suspicions must be taken seriously.

8.2 This procedure must be followed whenever an allegation of abuse is made or when there is a suspicion that a vulnerable adult has been abused.

8.3 Promises of confidentiality must not be given as this may conflict with the need to ensure the safety and welfare of the individual.

8.4 A full record shall be made as soon as possible of the nature of the allegation and any other relevant information. This can be done through completion of an abuse alert form and should be given to the manager.

8.5 This must include information in relation to the date, the time, the place where the alleged abuse happened, your name and the names of others present, the name of the complainant and, where different, the name of the adult who has allegedly been abused, the nature of the alleged abuse, a description of any injuries observed, the account which has been given of the allegation.

9.1 Any suspicion, allegation or incident of abuse must be reported to the Designated Adult Protection Lead or Senior Manager (Emily Kelly) on that working day where possible. An abuse alert form must be completed

9.2 The nominated member of staff shall telephone and report the matter to the appropriate local adult social services duty social worker. A written record of the date and time of the report shall be made and the report must include the name and position of the person to whom the matter is reported. The telephone report must be confirmed in writing to the relevant local authority adult social services department within 24 hours.



10.1 In the event of an incident or disclosure:


  • Make sure the individual is safe
  • Assess whether emergency services are required and if needed call them
  • Listen
  • Offer support and reassurance
  • Ascertain and establish the basic facts
  • Make careful notes and obtain agreement on them
  • Ensure notation of dates, time and persons present are correct and agreed
  • Take all necessary precautions to preserve forensic evidence
  • Follow correct procedure
  • Explain areas of confidentiality; immediately speak to your manager for
  • Support and guidance
  • Explain the procedure to the individual making the allegation
  • Remember the need for ongoing support.


  • Confront the alleged abuser
  • Be judgmental or voice your own opinion
  • Be dismissive of the concern
  • Investigate or interview beyond that which is necessary to establish the basic facts
  • Disturb or destroy possible forensic evidence
  • Consult with persons not directly involved with the situation
  • Ask leading questions
  • Assume Information
  • Make promises
  • Ignore the allegation
  • Elaborate in your notes
  • Panic

10.2 It is important to remember that the person who first encounters a case of alleged abuse is not responsible for deciding whether abuse has occurred. This is a task for the professional adult protection agencies, following a referral from the designated Vulnerable Adult Protection Officer.

11.1 Vulnerable adult protection raises issues of confidentiality which must be clearly understood by all.

11.2 Staff, volunteers and trustees have a professional responsibility to share relevant information about the protection of vulnerable adults with other professionals, particularly investigative agencies and adult social services.

11.3 Clear boundaries of confidentiality will be communicated to all.

11.4 All personal information regarding a vulnerable adult will be kept confidential. All written records will be kept in a secure area for a specific time as identified in data protection guidelines. Records will only record details required in the initial contact form.

11.5 If an adult confides in a member of staff and requests that the information is kept secret, it is important that the member of staff tells the adult sensitively that he or she has a responsibility to refer cases of alleged abuse to the appropriate agencies.

11.6 Within that context, the adult must, however, be assured that the matter will be disclosed only to people who need to know about it.

11.7 Where possible, consent must be obtained from the adult before sharing personal information with third parties. In some circumstances obtaining consent may be neither possible nor desirable as the safety and welfare of the vulnerable adult is the priority.

11.8 Where a disclosure has been made, staff must let the adult know the position regarding their role and what action they will have to take as a result.

11.9 Staff must assure the adult that they will keep them informed of any action to be taken and why. The adults’ involvement in the process of sharing information must be fully considered and their wishes and feelings taken into account.

11.10 This policy needs to be read in conjunction with other policies for the organisation including:

  • Confidentiality
  • Disciplinary and Grievance
  • Data Protection
  • Recruitment and Selection
  • Safeguarding children and young people


12.1 Adult Social Services

12.1.1 The Department of Health’s recent ‘No secrets’ guidance document requires that authorities develop a local framework within which all responsible agencies work together to ensure a coherent policy for the protection of vulnerable adults at risk of abuse.

12.1.2 All local authorities have a Safeguarding Adults Board, which oversees multi-agency work aimed at protecting and safeguarding vulnerable adults. It is normal practice for the board to comprise of people from partner organisations who have the ability to influence decision making and resource allocation within their organisation.

12.2 The Police

12.2.1 The Police play a vital role in Safeguarding Adults with cases involving alleged criminal acts. It becomes the responsibility of the police to investigate allegations of crime by preserving and gathering evidence. Where a crime is identified, the police will be the lead agency and they will direct investigations in line with legal and other procedural protocols.



12.3.1 The role of the designated officer is to deal with all instances involving adult protection that arise within the organisation. They will respond to all vulnerable adult protection concerns and enquiries.

12.3.2 The designated Vulnerable Adult Protection Lead for the organisation is… Should you have any suspicions or concerns relating to Adult Protection, contact …..

12.4 Role of Line Manager

12.4.1 The role of the line manager is to support the member of staff, trustee or volunteer involved with the incident and to ensure the correct procedures are followed.

12.4.2 The line manager could, if agreed with the staff member dealing with the incident, make contact with the designated Adult Protection Lead in the first instance.

12.4.3 The line manager must ensure that all staff within their team are familiar with the organisation’s vulnerable adult protection procedures and ensure that all staff undertakes training, where appropriate.

12.5 Training

12.5.1 Training will be provided, as appropriate, to ensure that staff are aware of these procedures. Specialist training will be provided for the member of staff with vulnerable adult protection responsibilities.

12.6 Complaints procedure

12.6.1 The organisation has a complaints procedure available to all staff, volunteers and trustees.

12.7 Recruitment procedure

12.7.1 The organisation operates procedures that take account of the need to safeguard and promote the welfare of vulnerable adults, including arrangements for appropriate checks on new staff, volunteers and trustees where applicable.

13.1 ‘No Secrets’ report

13.1.1 Dorset For You – Safeguarding Adults: http://www.dorsetforyou.com/safeguardingadults

13.2 Action on Elder Abuse (AEA) is a charity working to protect, and prevent the abuse of, vulnerable older adults.