This section contains our ethical policy, complaints policy and confidentiality statement. If you need any more information about to these policies, please contact us.
Commitment to address ethical issues
We actively seek opportunities to work together with external organisations to achieve shared objectives. However, it is vital that we maintain our independence and do not allow external partnerships to bring the name of CLIC Sargent into disrepute.
CLIC Sargent therefore seeks, so far as is practical and within the constraints of UK law:
Initiatives that do not compromise the independent status of CLIC Sargent
To ensure that the activities of organisations we work with are consistent with our organisational values
This policy has been devised to ensure clarity and openness to all our stakeholders. It is designed to address sponsorship, “cause” related marketing and purchasing. We welcome comments, criticism and suggestions as to how these goals can be met.
Partnerships with companies involved with any of the following activities will be avoided:
- Tobacco manufacture
- Nuclear weapons systems manufacture
- Companies generating revenue from the sale of pornography
Cause Related Marketing, Affinity Marketing and Product Endorsement
- CLIC Sargent does not endorse or approve products or companies. A statement to this effect will be included alongside any branding or promotion associated with products
- CLIC Sargent will not promote any products knowingly linked to childhood cancer unless published research is proven to have benefits.
- Only CLIC Sargent will have direct access to our database
- In order to ensure that all of our cause-related, promotion reflects our charities values any endorsement of products must come to the senior management meeting for approval.
A full list of corporate sponsors giving over £10,000 will be maintained on our website. CLIC Sargent will communicate its commitment to this policy to the organisation’s stakeholders.
CLIC Sargent is committed to providing high quality, professional standards to all those who use our services and to people who support us in any way.
We are also committed to an ethos of continuous improvement and view any complaint received as an opportunity to improve our practices and services.
CLIC Sargent commits to ensuring that:
- People who use our services, those who support us, and the wider public know how to make a complaint and can do so easily
- Those making a complaint know that it will be dealt with sensitively, honestly and fairly
- Complaints are dealt with in a timely and efficient manner
- All CLIC Sargent staff are aware of the complaints policy and procedures and feel confident in these
- Complaints are reviewed on a regular basis to inform service and process improvements
What is a complaint?
A complaint is an expression of dissatisfaction or concern about the standard of service, actions or lack of action taken by the charity as a whole, members of staff, or volunteers- which affects an individual or groups of people with whom the charity is involved.
How do I make a complaint?
Any individual or group can make a complaint, or a complaint can be made on behalf of someone else (in cases where a complaint has been made on behalf of someone else, we will be mindful of data protection issues when responding).
You can make a complaint in the following ways:
- In person to any staff member
- By email: email@example.com
- By phone: 0300 330 0803
- By letter: Central Supporter Engagement Team, CLIC Sargent, Whitefriars, Lewins Mead, Bristol BS1 2NT
Any individual who posts negative feedback on any CLIC Sargent social media channel will be invited to discuss their concerns further with a relevant staff member and/or to make a formal complaint via the channels listed above.
What will be done with my complaint?
- All complaints will be acknowledged within three working days of receipt.
- A staff member of suitable seniority will investigate your complaint.
- We will inform you of the name of the person who will be investigating your complaint.
- We may need to ask you for any further information that will help us with our investigation (this could include asking for input from the person you are complaining on behalf of).
- We aim to resolve most complaints within 15 working days of receipt. Some more complex issues may require investigation that might mean this is not possible; in these circumstances, we will keep you informed of progress.
- We will respond to you, or the person the complaint was on behalf of, to communicate the findings and outcome of the investigation.
- Any complaint which involves a potential fraud, safeguarding or whistleblowing issue will be progressed in line with our internal policies which govern these areas.
- Any complaint which involves a staff member who is not directly employed by the charity will be referred to the staff member’s employer. The majority of CLIC Sargent nurses, and some of our social care staff, are funded by CLIC Sargent and employed by the NHS or a local authority.
What can I do if I’m not happy with the response I get?
If you are not satisfied with the response you have received, the complaint can be referred to a more senior manager. The final stage of appeal sits with our Board of Trustees.
If you are not satisfied with the final response you have received from us, the below external agencies may investigate further:
- Fundraising – the Fundraising Regulator
- Social Work – Concerns about an individual social worker can be referred to the Health & Care Professions Council. For CLIC Sargent social care staff who are not directly employed by the charity, concerns can be referred to the relevant NHS Trust or Local Authority.
- Nursing – Concerns about an individual nurse can be referred to the Nursing and Midwifery Council.
How does CLIC Sargent use complaints to improve standards?
Our first priority is to satisfactorily resolve each complaint received. All complaints received are reviewed by our management teams on a regular basis; this allows us to identify learning points and make changes, where required, to improve our services or processes. Our Board of Trustees reviews an annual summary of complaints received.
Our management of complaints related to our fundraising practices is linked to the requirements set by the Fundraising Regulator, and ensures that we are accountable to our supporters and beneficiaries.
In order to ensure that we are responding to complaints properly and in the most constructive way possible, we review this policy regularly.
Updated June 2019
CLIC Sargent has a commitment to protect the personal information provided to us by the people we support, and the people who support us. Our Confidentiality Policy below outlines how we handle this information, and the measures we take to protect it.
- CLIC Sargent respects your privacy and values the trust you place in us when giving personal information. CLIC Sargent fully complies with all provisions of the Data Protection Act (DPA) 1998
- In compliance with the provisions and principles of the DPA, CLIC Sargent will not pass on information to a third party without your consent, or except where there is a legal requirement to do so.
- Information you give CLIC Sargent will only be used for the purpose of providing you with the services you require and to monitor our performance.
- We have strict security measures to protect personal data and information will only be shared within the organisation on a ‘need to know’ basis to deliver and monitor services to you.
- All records (electronic and paper) will be stored securely.
- All CLIC Sargent records, other than Local Authority files, remain the property of CLIC Sargent. Local Authority files are not the property of CLIC Sargent and are subject ot Local Auothority procedures.
- Under the Data Protection Act 1998, applications can be made to the DP Co-Coordinator at CLIC Sargent, to gain access to all such personal CLIC Sargent records.
- Under the Access to Health Records Act 1990, for Local Authority subnect access, any release of clinical details has to be authorised by the responsible healthcare professional. This may be withheld where its believed that the release of information to the subject may result in damage to the physical or menal health of the data subject, or where a third party might be identified by such release.
- All CLIC Sargent employees and specifically those with access to data are contractually obliged to maintain confidentiality of personal and sensitive data.
What do we mean by safeguarding?
Safeguarding isn’t just about looking out for children and young people with cancer. It’s about being aware of every life touched by our work; families, supporters, donors, volunteers and even celebrities.
So what is a safeguarding concern? There are many different ways that children, young people and others may experience harm – the range of concerns is far wider than historic and narrow definitions of ‘child protection’. We now recognise the risk of harm from domestic violence, female genital mutilation, online grooming/abuse, bullying, self-harm and suicide.
How does CLIC Sargent protect people at risk?
People at CLIC Sargent may never encounter these concerns in their work but we expect them to be aware of them and open to the possibility that a child, young person or adult is at risk of harm.
Sometimes we will have concerns about abuse, neglect or exploitation. Our Safeguarding Policy explains what we expect and how our staff and volunteers will be supported if they are concerned that someone is at risk or has been abused. It is not our responsibility at CLIC Sargent to investigate concerns or allegations but we are all responsible for taking timely action to safeguard children and young people.
In our face to face and digital services, we will explain to families and young people what we mean by confidentiality and our responsibility for safeguarding. If we have any concerns we will talk about them openly and honestly. We may share information with other organisations where it is necessary to protect someone from harm.
Safeguarding isn’t just about preventing abuse or neglect; it’s about putting the voices, safety and wellbeing of children and young people first. That means balancing risks with opportunities so that children and young people with cancer can thrive, not just survive.
Who’s responsible for safeguarding?
Everyone at CLIC Sargent who has contact with children and young people is responsible for their own actions and behaviour. They should avoid any situation or conduct which would lead a reasonable person to question their motivation and intentions. Equally, we expect concerns about someone associated with CLIC Sargent to be shared. Instincts that something isn’t quite right may turn out to be important.
Safeguarding will sometimes involve complex situations and difficult conversations inside the charity and with other organisations. We will be open to challenge, to learning if we get things wrong and to learning from others. All of this will help us to manage risks and to create a safe place for everyone.