Policies

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 info@clapa.com, or call our office on 020 7833 4883. Please also get in touch if you think something is missing from this page.

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.

Retail, Refunds & Returns Policy – PDF

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

Safeguarding Adults at Risk Policy – PDF

All adults have the right to be protected from abuse. Safeguarding their welfare is the responsibility of each person who works for CLAPA worker, whether salaried or voluntary and whatever their role or status. The policy and guidance documents below outline our position. They will be reviewed and added to as needed to ensure that we do everything we can to safeguard adults who may be vulnerable.

Safeguarding Children Policy – PDF

CLAPA recognises that the welfare of all children and young people is of paramount importance.

All children have the right to be protected from abuse. Safeguarding their welfare is the responsibility of each person who works for CLAPA worker, whether salaried or voluntary and whatever their role or status. The policy and guidance documents below outline our position. They will be reviewed and added to as needed to ensure that we do everything we can to safeguard children.

Language Guide – PDF

What terms and words do we use to talk about cleft and why?

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