Here you can find a number of CLAPA’s public policies and procedures for various aspects of our work.

If you have a question or comment about a specific policy, either get in touch with the individual named in the policy, email us directly at [email protected], or call our office on 020 7833 4883. Please also get in touch if you think something is missing from this page.

Safeguarding Policies

All our staff and volunteers have a responsibility to safeguard the welfare of people using our services, and we take this responsibility very seriously.

We all attend regular training in safeguarding, and a working group meets frequently to tackle any issues as soon as possible. Our policies and procedures are listed on the page linked above, and staff would be happy to answer any questions you may have about how we do things.

Complaints Policy – PDF

How to make a complaint or raise an issue about any of CLAPA’s services, staff members or Volunteers. This policy also outlines the likely steps we will take for different kinds of complaints.

Privacy Policy

This policy covers in detail what information CLAPA collects from people in our community (and/or website visitors, service users, etc.,) and why, as well as what we do with it. It also covers our fundraising practices. This policy then explains what you can do if you have concerns or questions about any aspect of CLAPA’s collection, storage and/or use of personal information.

Media & Story Consent Policy

This policy explains how and why we collect stories and photos from the cleft community to use in our communications.

Fundraising Practices

As part of our Privacy Policy, we’ve listed some key points about our fundraising practices for your reference. We comply fully with the Fundraising Regulator’s standards, and are members of the Institute of Fundraising. If you have any questions or concerns about our fundraising at any time, please get in touch at [email protected], or see our Complaints Policy linked above.

Retail, Refunds & Returns Policy

This policy primarily concerns CLAPA’s Feeding Service and Shop. It covers many different scenarios and will hopefully answer any questions you have about our shop, including when/why we offer refunds or replacement products.


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