Published . Review due by 2 October 2027, or sooner if our services change.
Our commitment
We take concerns about harm, abuse, neglect and exploitation seriously. People should be listened to, treated with dignity and able to raise a concern without pressure to stay silent. A concern about our own team must be taken as seriously as any other concern.
The boundaries of our support
- Our website request forms are for adults aged 18 or over. Parents, carers and education staff request children’s books and boxes using their own contact details.
- Peer chats are for adults. We do not arrange private one-to-one chats with children through this service. Young people can find specialist support here.
- Our support is not counselling, medical treatment, a safeguarding investigation or an emergency service.
- We ask only for information needed to arrange support. Please do not send medical records or another person’s identifying details through our general forms.
- Stories, names and photographs are never automatically published. We agree any public wording and attribution separately with the family.
How to raise a concern
Safeguarding and privacy contact: Husnain Nadeem.
For a concern about Yusra’s Promise, email info@yusraspromise.org.uk with the subject “Safeguarding concern”. Say briefly what concerns you and how it is safe to contact you. Avoid sending unnecessary sensitive details in your first message.
This is the team’s shared contact inbox, not an independent or continuously monitored helpline. If your concern involves someone who may read it, or you do not feel safe contacting us, contact the relevant local safeguarding service or police directly.
If someone may be at risk
If there is immediate danger, call 999. Do not wait for a reply from us.
For a concern about a child, contact the local children’s social care service or the NSPCC Helpline on 0808 800 5000. Check NSPCC’s website for current opening hours. For an adult at risk, contact the local adult safeguarding service; in Northern Ireland, contact the relevant Health and Social Care Trust.
How we will handle a concern
When a concern is read, we will consider safety first and seek advice or make a referral to the appropriate safeguarding service or police where needed. We will record the facts and actions taken, restrict access and avoid investigating allegations ourselves. A concern about a team member must not be handled solely by that person.
We respect privacy, but cannot promise absolute secrecy where information needs to be shared to protect someone or meet a legal obligation. We will share only relevant information with those who need it and explain this where it is safe and appropriate.
The five-working-day target for ordinary enquiries is not a waiting period for safeguarding action. Our inbox is not an urgent reporting route.
Information and review
Safeguarding records are handled separately from routine enquiries and are not subject to routine deletion without a review of the circumstances. See our information retention arrangements. We will review these commitments when the service changes and at least annually.
Prepared with reference to NSPCC record-handling guidance and Charity Commission safeguarding guidance for England and Wales. These organisations have not approved or endorsed Yusra’s Promise.