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