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All our policies and procedures in one handy place

Safeguarding statement

How we safeguard people we help, people who support us and volunteer with us and our staff and Trustees.

Customer Service Promise

How our Help, Advice and Services team promise to work with you.


We’re committed to delivering a high standard of service to anyone who engages with our work. We’re keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.

Privacy statement

How we use and disclose personal information given to us by the people we help, employees, volunteers and donors.

Cookies policy

Learn more about how we use cookies on our website to help us improve its functionality and to provide you with a good experience when you are browsing.


We strive to ensure our website is accessible to everyone.

Supporter Promise

We are committed to treating you with respect and openness, so this is our promise to you.

Donor refund policy

We work hard to ensure you have a trouble-free journey when making a donation.

Organisational policies

Dignity at Work

The Charity is committed to creating a work environment free of harassment and bullying, where everyone is treated with dignity and respect.

Statement of Investment Principles

Outline of the principles governing the investment policy of the Pension and Assurance Scheme and the activities undertaken by the Trustees to ensure the effective implementation of these principles.

Engagement Policy Implementation Statement

Annual Engagement Policy Implementation Statement for the year ending 5 April 2023 detailing how the policies set out in the Statement of Investment Principles have been followed.

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