Purpose

Navigating Nonsense Ltd is committed to safeguarding children, young people, and adults at risk. We act promptly on concerns to prevent harm and promote welfare.

Scope

This policy applies to all work we do with families, including meetings, phone/video calls, emails, and documents. It covers children (under 18) and adults at risk (16+ where there is a care/support need or inability to protect themselves).

Principles

The welfare of the child is paramount. We protect, prevent, and act in the least intrusive, proportionate way. We listen, take concerns seriously, and record accurately. Information is shared on a need-to-know basis when it protects someone from harm. We respect equality, dignity, and privacy.

Designated Safeguarding Lead (DSL)

DSL: Claire Skyme (DBS checked). Contact: [email protected]

If you are in immediate danger, call 999.

Recognising and Responding to Concerns

Types of harm include physical, emotional, sexual abuse, neglect, exploitation, domestic abuse, bullying, self-neglect, and financial or psychological abuse (for adults).

If a child, young person, or adult at risk is in danger or discloses harm: stay calm, listen, and do not promise confidentiality. Reassure them and explain what will happen next. Record facts as soon as possible, including date and time, what was said or seen, and who was present. Report to the DSL the same day. If you cannot reach the DSL and there is immediate risk, contact Police (999) or the local Safeguarding Hub (MASH) and inform the DSL as soon as possible.

Information Sharing and Confidentiality

We keep information secure and share only what is necessary to protect someone or meet legal duties. We may share with local authority children's or adult services, police, health or education professionals. Records are kept confidentially and retained in line with our retention schedule.

Adults at Risk (Care Act Principles)

Our approach is guided by the six principles of empowerment, prevention, proportionality, protection, partnership, and accountability. Where possible, we obtain consent before sharing. If there is risk of serious harm, coercion, or lack of capacity, we may share without consent in the person's best interests.

Allegations Against Staff and Associates

Report any concern about the behaviour of our staff or contractors to the DSL or a Director immediately. If the concern relates to the DSL, report to the Director: Katie Verity, [email protected]. We will follow local procedures, including contacting the Local Authority Designated Officer (LADO) for concerns about adults working with children.

Safer Practice

Enhanced DBS checks are required for relevant roles, along with references for associates. We work in open, professional settings and avoid unnecessary one-to-one closed settings. Business contact channels are used at all times and communications are kept appropriate and recorded. We are committed to ongoing safeguarding training and annual policy review.

Escalation and Whistleblowing

If you believe a concern is not being addressed, you may escalate to the Director or relevant local authority. For immediate danger, call 999.

Review

Owner: DSL. Next review: 26th May 2027, or after any incident or major change.

Contacts

Local Authority Children's Services (MASH): Herefordshire 01432 260800. Monmouthshire 01291 635 669 ([email protected]). Gloucestershire 01452 426565 ([email protected]).

Adult Safeguarding: [phone/link]

Police: 999 (emergency) / 101 (non-emergency)

Contact Us

DSL: Claire Skyme — [email protected] — 07968 550929

Company: Navigating Nonsense Ltd, Registered office: 7 Wellmeadow, Staunton, GL16 8PQ

Last updated: 26th May 2026

We take all complaints seriously and use them to improve our service. This policy explains how to raise a concern about Navigating Nonsense Ltd and what you can expect from us.

How to Complain

You can submit a complaint by email to [email protected] with the subject line "Complaint", by post to 7 Wellmeadow, Staunton, GL16 8PQ, or by phone at 07968 550929 if you have accessibility needs. Please include your name, contact details, what happened, when it happened, and what outcome you are seeking.

Our Process and Timescales

Acknowledgement: We will acknowledge your complaint within 3 working days.

Investigation and response: A director or manager not previously involved will review your concerns and relevant records, and speak with those involved where appropriate. We will send a written response within 20 working days. If we need more time due to complexity, we will explain why and provide a new date.

If you remain unhappy: You may request a review by a different director or independent associate where available. We aim to complete this within 20 working days. If your complaint concerns personal data, you can also contact the Information Commissioner's Office (ICO). If your complaint is about a Local Authority decision or EHCP content, we will signpost you to the correct route, such as LA complaints, mediation, or SEND Tribunal, as these fall outside our remit.

Safeguarding and Urgent Risks

If a complaint raises a safeguarding or serious risk issue, we will act immediately in line with our Safeguarding Policy and statutory duties. This may include sharing information with relevant agencies.

Accessibility

We accept complaints in any accessible format, including email, phone, video, Easy Read, or via an advocate. Please let us know if you need any adjustments.

Records and Learning

We record complaints securely, retain them for our standard retention period, and review themes to improve our service.

Contact

Complaints lead: Claire Skyme. Email: [email protected]. Post: 7 Wellmeadow, Staunton, Gloucestershire, GL16 8PQ.

Last updated: 26th May 2026

Controller

Navigating Nonsense Ltd (Director: Katie Verity) is the data controller. Contact: [email protected]. Registered office: 7 Wellmeadow, Staunton, GL16 8PQ. Company no: 17037597.

What We Collect

We collect contact details, case information about SEND/EHCP matters (which may include education or health data you provide), communications and notes, billing details, and limited website data if you accept non-essential cookies.

Why We Use It (Lawful Bases)

We use your information to provide and manage our services, meet legal duties such as safeguarding, protect someone at risk of serious harm, and send updates you have asked for. Where we rely on consent, you can withdraw it at any time.

Sharing

With your knowledge and where relevant, we may share information with SENCOs and schools, local authorities, health professionals, and mediators or tribunals. We also work with trusted IT and service providers under contract, and share where required by law or for safeguarding purposes.

Retention

Case files are kept for up to 6 years after closure. Safeguarding records are retained in line with statutory guidance, which may be longer. Finance records are kept for 6 years. All data is then securely deleted or anonymised.

Your Rights

You have the right to access, rectify, erase, restrict, object to, and request portability of your data. To exercise any of these rights, email [email protected]. You can also complain to the ICO at ico.org.uk or by calling 0303 123 1113.

Security and Children

We use appropriate technical and organisational measures to keep your data secure. We work with parents, carers, and young people, seeking the right consents and respecting young people's rights where they have capacity.

Last updated: 26th May 2026