Consumer Duty Policy - Safeguarding

Abuse

Vulnerable adults are often more open to abuse. Abuse is a violation of an individual’s human and civil rights by any other person or persons. It can take a number of forms:

• Physical abuse e.g. hitting, pushing, shaking, inappropriate restraint.
• Sexual abuse e.g. involvement in any sexual activity against his/her will, exposure to pornography, voyeurism and exhibitionism.
• Emotional/psychological abuse e.g. intimidation or humiliation.
• Financial abuse e.g. theft or exerting improper pressure to sign over or give money for the advice received.
• Discriminatory abuse e.g. racial, sexual or religious harassment.
• Personal exploitation – involves denying an individual his/her rights or forcing him/her to perform tasks that are against his/her will.
• Violation of rights e.g. preventing an individual speaking his/her thoughts and opinions.

Money Advice St Neots (Mast) will not tolerate team members being abusive to any client with any report of abuse being taken seriously, investigated and appropriate action taken in a timely manner.

• they will be taken seriously.
• their comments will usually be treated confidentially but their concerns may be shared if they or others are at significant risk.
• they will be given immediate protection from the risk of reprisals or intimidation (if they are clients).
• they will be given support and afforded protection (if they are staff/volunteers).

• Kathryn Pickering should interview the volunteer and/or staff member with a witness present.
• Kathryn Pickering should make arrangements for interviewing the suspected victim. This should be done with a different Mast volunteer or staff member present, along with a support worker for the victim.
• The purpose of the meeting is not to investigate but to establish whether there are grounds for the allegation.
• Kathryn Pickering should make a written record of the allegation or suspicion of abuse and contact the local Community Social Services helpdesk if there are any grounds for the allegation.

If a staff member/volunteer has been told about the allegation of abuse in confidence, they should attempt to gain the consent of the person to make a referral. However, the gaining of the consent is not essential in order for information to be passed on. Consideration needs to be given to:

• The scale of the abuse.
• The risk of harm to others.
• The capacity of the victim to understand the issues of abuse and consent.

• is currently significantly harming themselves, just has, or is about to
• is unable to respond (e.g. is losing consciousness)
• clearly intends to take their own life
• has a suicide plan in place

• also taken alcohol, drugs, or medication
• attempted suicide previously
• a mental health problem / history of these problems

• the location of the client (if not already known)
• whether they are alone (other people may be able to help)
• if they have taken any drugs, alcohol, or medication.

 
In emergency situations or where a crime has been committed and immediate action is needed to safeguard the health or safety of the individual or anyone else who may be at risk, the emergency services must be contacted.

Confidentiality

Confidentiality is crucial to Mast’s work and relationships and the Mast confidentiality policy should be adhered to except where the welfare of vulnerable clients is at risk. All concerns relating to potential abuse of vulnerable adults should be reported.
Confidentiality may NOT be maintained if the withholding of information will prejudice the welfare of the adult or other individuals.

Contact information

Allegation of any abuse occurring when the victim is over 18 falls under the Protection of Vulnerable Adults and needs to be reported to the Social Services Adult Care Duty Officer.
Mast recognises that:

• Adult Social Care has the lead responsibility for investigating all allegations or suspicions of abuse where there are concerns about a vulnerable adult.
• Where an allegation suggests that a criminal offence may have been committed, the police should be contacted as a matter of urgency.
• Safeguarding is everyone’s responsibility.

Mast will review this policy annually.
Reviewed by: Kathryn Pickering, Centre Manager (23 January 2024).  Date to be updated: 22 January 2025

Local Contacts

1. Social Services Adult Care Duty Officer 0345 045 5202 (out of hours: 01733 234724)
2. Police 101