Our Policies
Privacy Policy
Our Privacy Policy - your rights, your information and how we use it
3D Drumchapel is committed to protecting your personal information.
Our Privacy Policy contains important information about what personal details we collect; what we do with that information; who we may share it with and why; and your choices and rights when it comes to the personal information you have given us.
We may need to make changes to our Privacy Policy; so please check our website for updates from time to time. If there are important changes such as changes to where your personal data will be processed; we will contact you to let you know.
This version of our Privacy Policy was last updated October 2023.
How to contact us
If you have any questions about our Privacy Policy or the information we collect or use about you, please contact;
FAO Head of Operations
3D Drumchapel
Drumchapel Community Centre
320 Kinfauns Drive
Drumchapel
Glasgow
G15 7HA
Tel: 0141944 5740
Email: info@3dfamilies.org.uk
Information we collect and use
Information about you that we collect and use includes:
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Information about who you are e.g. your name, date of birth and contact details
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Information about your contact with us e.g. meetings, phone calls, emails / letters
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Information classified as ‘sensitive’ personal information e.g. relating to your health, marital or civil partnership status. This information will only be collected and used where it’s needed to provide the product or service you have requested or to comply with our legal obligations
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Information on children e.g. where a child is named by a parent or guardian on their behalf. In these cases, we will collect and use only the information required to identify the child (such as their name, age, gender)
Where we collect your information
We may collect your personal information directly from you, from a variety of sources, including:
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a referral form for another agency
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a self referral communication form
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phone conversations with us
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emails or letters you send to us
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registering/signing up for one of our events
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our online services such as websites and social media
We may also collect personal information on you from publicly available sources e.g. to check or improve the information we hold (like your address) or to give better contact information if we are unable to contact you directly.
What we collect and use your information for
We take your privacy seriously and we will only ever collect and use information which is personal to you where it is necessary, fair and lawful to do so. We will collect and use your information only where:
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you have given us your permission [consent] to contact you with information about products and services offered by us which we believe may be of interest and benefit to you
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it’s necessary to provide the product or service you have requested e.g. if you wish to attend one of our services or events
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it’s in the legitimate interests of 3D Drumchapel to deliver appropriate information and guidance so you are aware of the options that will help you
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We need to provide statistics and quotes for funders who have provided funding for us to provide the support and services we offer
If you do not wish us to collect and use your personal information in these ways, it may mean that we will be unable to provide you with our services.
Who we may share your information with
We may share your information with third parties for the reasons outlined in 'What we collect and use your information for.'
These third parties include:
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Organisations we have chosen to support us in the delivery of the products and services we offer to you and other clients
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Organisations who have made a referral and would like updates on your attendance and support we have provided if you have consent to this.
We will never sell your details to someone else. Whenever we share your personal information, we will do so in line with our obligations to keep your information safe and secure.
Where your information is processed
All of your information is processed in the UK.
How we protect your information
We take information and system security very seriously and we strive to comply with our obligations at all times. Any personal information which is collected, recorded or used in any way, whether on paper, online or any other media, will have appropriate safeguards applied in line with our data protection obligations.
Your information is protected by controls designed to minimise loss or damage through accident, negligence or deliberate actions. Our employees also protect sensitive or confidential information when storing or transmitting information electronically.
Our security controls are aligned to good practice; providing a control environment that effectively manages risks to the confidentiality, integrity and availability of your information.
How long we keep your information
We will keep your personal information only where it is necessary to provide you with our services, while you are a client. We may also keep your information after this period but only where required to meet our regulatory obligations. The length of time we keep your information for these purposes will vary depending on the obligations we need to meet.
Your individual rights
You have several rights in relation to how 3D Drumchapel uses your information. They are:
Right to be informed
You have a right to receive clear and easy to understand information on what personal information we have, why and who we share it with – we do this in our Privacy Policy and privacy notices.
Right of access
You have the right of access to your personal information. If you wish to receive a copy of the personal information we hold on you, you may make a data subject access request (DSAR).
Right to request that your personal information be rectified
If your personal information is inaccurate or incomplete, you can request that it is corrected.
Right to request erasure
You can ask for your information to be deleted or removed if there is not a compelling reason for (Organisation name) to continue to have it.
Right to object
You can object to (Organisation name) processing your personal information where: it’s based on our legitimate interests; for direct marketing; and if we were using it for scientific/historical research and statistics.
How to make a complaint
We will always strive to collect, use and safeguard your personal information in line with data protection laws. If you do not believe we have handled your information as set out in our Privacy Policy, please contact us at the contact details above.
If you are still unhappy, you can complain to the Information Commissioner.
Information Commissioner’s Office
45 Melville Street
Edinburgh
EH3 7HL
Tel: 0303 123 1115
Complaints Procedure
Why have a complaints procedure?
3D Drumchapel aims to provide a first-class service but there maybe times when you are not happy about something, and if this is the case it is important for you to tell us.
The aims of this complaint’s procedure is to give you clear details of what steps you can try to take to get things addressed when you have a problem.
The complaints procedure also gives us the chance to keep an eye on the quality of service we provide so that we can continually work to improve it.
Who can use the complaints procedure?
Anyone who receives or requests a service from 3D Drumchapel can use the complaints procedure. This includes people using our premises, people attending activities at 3D Drumchapel and people living in the neighbouring community.
The procedure is also open to people who may be acting on your behalf, such as a councillor, advice agency or solicitor (but as you will see later we do encourage you to try and sort things out with us first).
If you belong to a group or association we will be happy for them to contact us on your behalf.
What can you complain about?
You can complain about any aspect of our service which you are unhappy about. For example:
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Have you been refused a service requested from 3D Drumchapel
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Do you feel dissatisfied with any service given by 3D Drumchapel
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Are you unhappy with the way you have been treated at 3D Drumchapel
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Do you wish to challenge a decision or statement made, or action taken by 3D Drumchapel
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Have you any suggestions which you wish to make to help 3D Drumchapel improve and develop its practice and services
Trying to sort things out informally
You have every right to make a formal complaint whenever you wish to, but in the first instance it can often be quicker and easier for everyone if the problem can be sorted out informally.
To try and resolve a problem informally, the best thing to do is to talk to a member of 3D Drumchapel staff regarding your complaint. This will therefore give you any opportunity of having the problem sorted out as soon as possible.
The formal complaints procedure
If the problem has not been sorted out informally, you should in the first instance take your complaint to the Head of Operations and the Chief Executive Officer.
If you have a complaint against a member of staff you should write directly to the Head of Operations and the Chief Executive Officer. If you have a complaint about the Head of Operations or the Chief Executive Officer, the complaint should be addressed to the Board of Directors.
When you make a complaint, it is really important for you to let us know exactly what the problem is and how you would like to see it resolved. We would encourage you to do this in writing where possible, but if this is not possible you can complain in person. If the correct person is not available your complaint will be noted by the person who speaks to you and passed on. Or you could make an appointment to meet with the required person, at a later date/time.
If you have made a complaint in person the member of staff who notes the complaint will check with you that they have taken a correct record of events, and you will normally be asked to sign this. Sometimes staff will offer to write to confirm what you have said and will then ask you to inform them if the letter is accurate within 3 working days. This means that everyone will be clear of the details of the complaint. We will then write to you within 1 month of initially receiving the complaint, to let you know the outcome. However please remember that some things may be out with our control regarding timescales and decisions etc.
All formal complaints will be reviewed by the board via our Service Delivery and Evaluation Working Group.
Taking your complaint further
If you do not feel that your complaint has been satisfactorily resolved, there is one further stage of appeal. Any appeal should be made within 1 week of receiving the written response.
Complaints regarding members of the Board of Directors
Complaints about a member of the Board of Directors will be considered only if the Board Member was acting on behalf of 3D Drumchapel or where it is suggested that his/her actions have brought 3D Drumchapel into disrepute. It is important to remember that some of the Board of Directors are members of the local community, whose conduct outside of 3D Drumchapel is a wholly private matter. Board members agree to abide by a Code of Conduct while on the Board and this code is available to everyone.
Who will know about my complaint?
We will as far as possible respect the confidentiality of your complaint. Whilst we are looking into your complaint your name will not be divulged anymore than is absolutely necessary. If you complaint goes before the Board of Directors they shall be informed of your name.
You will appreciate, however, that if your complaint involves a member of staff it may be difficult for us to look into this without talking to that staff member. However if you specifically ask for us not to talk to the staff member involved then we will respect your wishes. However this may mean that it will not be possible to tackle the problem and reach an outcome. It will also not normally be possible for us to deal with anonymous complaints, as it is obviously difficult for us to check things with the person making the complaint.
Getting independent advice
We would always hope that a problem can be sorted out informally. However, you may feel it is important for you to get independent advice before you decide whether to complain to us formally. Advice agencies in this are include:
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Citizens Advice Bureau
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Law Centre
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Community Councillor
How do we record and monitor complaints
Complaints can help us as well as you! All formal complaints made to 3D Drumchapel are recorded and reported to senior management, who will regularly advise the Board of Directors of changes or improvements 3D Drumchapel can be taking as a result of complaints received.
Improving our service to you
Complaints are not the only way of telling us what you think of the service we provide! We always welcome suggestions on how we can improve things so if you have any ideas about this please let a member of staff know.
Safeguarding Policy
1. Introduction
This policy sets out the 3D Families approach to safeguarding and promoting the welfare of children and vulnerable adults. It applies to all aspects of our work and to everyone working within the organisation, including permanent and temporary employees, contractors and self-employed.
This document does not form part of a contract of employment and may be changed from time to time in line with current best practice and statutory requirements, and to ensure business needs are met. Staff will be consulted and advised of any changes as far in advance as possible of the change being made, unless the change is required by law.
2. Policy Aims
● To put children and vulnerable persons first
● To ensure, support and maintain independence
● To ensure accountability and transparency at all times
3. Responsibilities
Everyone working for the organisation has a responsibility to familiarise themselves with this safeguarding policy and the procedures that go with it. Staff must maintain a proper focus on the safety and welfare of children and vulnerable adults in all aspects of their work.
Staff inform their manager if they or any adult living in their household become(s) the subject of an allegation involving a safeguarding concern or abuse against a child or vulnerable adult.
If any member of staff is in doubt whether the situation or allegation is relevant they should:
● Refer to the definitions of safeguarding and protection of vulnerable adults
● Seek advice from their manager
Any allegations of misconduct towards children and/or vulnerable adults by any member of staff will be fully investigated with consideration of up to and including gross misconduct dismissal.
4. Definitions
Safeguarding children is defined as:
● Protecting children from maltreatment
● Preventing impairment of children’s health or development
● Ensuring children grow up in circumstances consistent with the provision of safe and effective care
● Taking action to enable all children to have the best outcomes
Safeguarding vulnerable adults is defined as:
● Protecting the rights of adults to live in safety, free from abuse and neglect
● People and organisations working together to prevent and stop both the risks and experience of abuse or neglect
● People and organisations ensuring adult’s wellbeing is promoted including, where appropriate, taking fully into account their views, wishes, feelings and beliefs in deciding on any action
● Recognising adults sometimes have complex interpersonal relationships and may be ambivalent, unclear or unrealistic about their personal circumstances and therefore potential risks to their safety or wellbeing
5. Recruitment
The organisation will carry out safe recruitment checks on everyone successfully recruited. All roles require a Disclosure Scotland check and references before the individual joins the organisation. Some staff may be subject to an enhanced disclosure check and a check of social media if their role may bring them into regular contact with children and vulnerable adults.
Candidates interviewed for a post, either internally or from outside the organisation, will need to show an understanding of safeguarding which is relevant to the role they are applying for.
6. Safeguarding Training
The organisation is committed to ensuring all staff understand their safeguarding responsibilities and keeps their knowledge up to date. All staff must complete safeguarding training which will be arranged by the organisation. There will also be regular refresher training on safeguarding children and vulnerable adults, including on specific areas of risk and safeguarding practice.
7. Acting on Safeguarding Concerns
If any member of staff has any concerns about children or vulnerable adults, they must inform their line manager or another manager immediately and the Child Protection Lead.
If concerned a child or vulnerable adult is at risk of being abused or neglected, they should not ignore their suspicions and should not assume someone else will take action.
Concerns about children should be referred to the children’s social care department of the local authority where the child lives. Concerns about vulnerable adults should be referred to local authority adult services.
8. Data Protection Act 2018
The organisation will treat all personal data in line with obligations under the current data protection regulations.
Child Protection Policy
1. Introduction
All children and young people are entitled to an enjoyable and safe environment. 3D Families has a moral and legal obligation to ensure when given responsibility for children and young people, we will provide the highest possible standard of care.
3D Families fully accepts its legal and moral obligation to provide a duty of care to protect all children and young people. It is the policy of 3D Families to ensure all participants in all our training courses and all other organisational activities are safeguarded from physical, sexual and emotional harm whilst taking part in the these activities.
This document does not form part of a contract of employment and may be changed from time to time in line with current best practice and statutory requirements.
Staff will be advised of any changes as far in advance as possible of the change being made, unless the change is required by law.
2. Policy Aims
• The aim of the policy is to promote good practice, providing children and young people with appropriate safety/protection whilst in the care of the organisation and to allow staff and volunteers to make informed and confident responses to specific child protection issues. A child is defined as a person under the age of 18 (Children’s Act 2004).
• The organisation will provide a safe, comfortable environment where all participants’ welfare will be safeguarded at all times.
3. Legal and Procedural Framework
The practices and procedures within this policy are based on principles contained within UK and International legislation and Government guidance.
• The Children Act 2004
• The Protection of Children Act 1999
• The UN Convention on the Rights of the Child
• Human Rights Act (1998)
• Data Protection Act (2018)
• Safeguarding of Vulnerable Groups 2006
• National Guidance for Child Protection in Scotland Updated 2023
• PVG scheme
4. Protection of Vulnerable Groups
All those acting on behalf of 3D Families who work with children will be recruited with regard to their suitability for this responsibility and will be provided with guidance and training in good practice and child protection procedures.
In order to achieve these safeguards, 3D Families requires all staff and volunteers working with children and young people undergo Disclosure Scotland PVG scheme registration. All
staff must complete Child Protection training, and designated persons should complete Child Protection Lead Officer training. Training should be repeated every 2 years.
5. The Welfare of the Child is Paramount
• All children regardless of age, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex or sexual orientation should be able to participate in activities in a safe environment.
• All reasonable steps will be taken to protect children from harm, discrimination and degrading treatment and to respect their rights, wishes and feelings.
• All suspicions and allegations of poor practice or abuse will be taken seriously and responded to swiftly and appropriately.
6. Code of Good Practice
To provide children with the best possible experience and opportunities everyone must operate within an accepted ethical framework.
As an adult working with children and/or young people with 3D Families, staff and volunteers will
• Treat children and young people with dignity and respect at all times.
• Provide a good example of acceptable behaviour.
• Ensure that where parents won’t be present, all sessions will be facilitated and supervised by at least one member of staff and at least one other staff member and/or volunteer.
• Respect everyone’s right to personal privacy.
• Be available to listen to the concerns of young participants and refer them to other sources of support where appropriate
• Do their best to avoid actions or comments which might lead to misunderstanding or cause offence.
• Encourage young participants to point out attitudes and behaviour they are not comfortable with.
• Show understanding when dealing with sensitive issues.
• Be aware even caring physical contact with a children or young person may be misinterpreted.
As an adult working with children and/or young people with the organisation, staff and volunteers will not:
• Permit abusive behaviour such as bullying, taunting, racist behaviour, harassment or otherwise.
• Have inappropriate physical or verbal contact with children or young people.
• Have any contact or accept friend requests on social networking sites from children or young people associated with the organisation.
• Jump to conclusions without getting a clear picture.
• Allow themselves to be drawn into inappropriate attention – such as crushes or tantrums.
• Show favouritism to any individual.
• Exaggerate or trivialise any child abuse issues.
• Make suggestive remarks or actions, even in jest.
• Deliberately place themselves or others in a potentially compromising situation.
7. Defining Child Abuse
Defining child abuse is difficult and complex. A person may abuse a child by inflicting harm or by failing to prevent harm. Children may be abused in a family, institution or community setting, by those known and trusted to them or by a stranger. Child abuse is any form of
physical, emotional or sexual mistreatment or lack of care which leads to injury or harm. Abuse can happen to a child regardless of their age, gender, race or ability.
There are four categories of abuse in general use:
• Physical injury: may involve hitting, shaking, throwing, poisoning, burning or scalding, drowning, suffocating, or otherwise causing physical harm to a child.
• Neglect: the persistent failure to meet a child’s basic physical and/or psychological needs, likely to result in the serious impairment of the child’s health or development.
• Emotional abuse: persistent or emotional ill treatment of a child which adversely affects their development.
• Sexual abuse: involves forcing or enticing a child to take part in sexual activities, whether or not the child is aware of what is happening.
8. Procedure
If there is any reason to suspect a child or young person is being abused:
• If a child is in immediate danger call the police on 999 immediately.
• Inform the Child Protection Lead Officer immediately.
• Make a detailed written record of information shared with you and give a copy to the Child Protection Lead Officer.
If a child or young person tells you about abuse by someone else:
• Remain calm, do not act shocked, try to act in a reasonable manner.
• Allow the individual to speak freely without interruption, do not question them or attempt to investigate yourself.
• Offer support and reassurance; assure them you believe what they are saying.
• Explain you cannot keep it a secret and must will speak to appropriate persons.
• Make a written record of information shared with you (as above) and give a copy to the Child protection Lead Officer.
If you become aware of an allegation of abuse about any other member of staff or yourself:
• Any concern of this nature should be reported to the Child Protection Lead Officer immediately. Volunteers should report any concerns to the Volunteer Co-ordinator or the session staff leader who should then report to the Child Protection Lead Officer. If the Child Protection Lead Officer is unavailable or the allegation involves the named Child Protection Lead Officer, the delegated Board Member, should be immediately contacted. It is the responsibility of the Child Protection Lead Officer or the delegated Board member to then contact the child protection agency as appropriate (i.e. local area police and/or social work). If the Child Protection Lead Officer and the delegated Board Member are unobtainable and the concern is of an urgent nature, the volunteer or staff member should contact the Social Work Services Children And Families directly.
• Make a written record of information shared with you and give a copy to Child protection Lead Officer.
The NSPCC Child Protection Helpline (0808 800 5000) can also be contacted in situations where some external advice or guidance is needed.
If a child discloses information to a staff member or volunteer they should –
- listen – and keep on listening
- don’t ask questions
- don’t promise confidentiality
- accept what they hear without passing judgement
- tell the child what they are going to do
- make careful notes (the circumstances, what the child said, what you said etc) as soon as possible. Include dates and times of incident/recording and keep safely
- contact the person responsible for child protection concerns or in their absence take action themselves.
- don’t talk to others
- report any concern immediately to the appropriate line manager as detailed above
3D Families must never attempt to investigate any child protection concern.
It is not appropriate to discuss child protection concerns with a child/young person’s parent/carer when sexual abuse is suspected or in the case of deliberate injury or if the child’s safety is at risk or the child is afraid to return home. 3D Families should seek advice on the involvement of parent/carers from the child protection agencies when they report a child protection concern to them.
9. Use of Social Networking & Child Protection
The organisation acknowledges the impact and involvement of social networking sites have on the lives of young people and the way they interact. There is significant potential for these tools to be used by youth workers to enhance communication.
The organisation also acknowledges the dangers and potential risks which these sites can pose to both young people and youth workers and have the potential to be abused as ways of interacting with young people. All staff using social networking as part of work with young people must abide by the following guidelines to safeguard both workers and young people involved.
Guidelines for Using Social Networking with Young People
Do not use any personal social media accounts to communicate with young people and do not accept any requests by them to do so. Only authorised accounts created by the organisation may be used for this purpose.
All social networking sites have the potential to allow staff to communicate with young people on a 1:1 basis however, communication using a social networking site must remain in the public forum to safeguard both young people and staff.
In all communication with young people using social networking sites, it is advisable to not use abbreviations (for example: lol) as these can often be misinterpreted by parents. The use of instant chat on Facebook is inadvisable as it provides no log of conversations and could potentially leave staff open to allegations. If a public wall post is not appropriate for responding to a young person then staff should arrange a public 1:1 meeting, and take notes or seek further advice from the Child Protection advocate depending on the level of information a young person has disclosed using a social networking site.
Communication via email should be encouraged for good practice, ease of recording and supporting the development of communication skills for work.
Guidance for staff with mobile phones –
• Only use the organisation office or mobile numbers for communicating with young people.
• Do not give out personal mobile numbers.
• Keep log of all text messages, WhatsApp, messenger etc.
10. Data Protection Act 2018
The organisation will treat all personal data in line with obligations under the current data protection regulations.
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