Managing concerns about adult volunteers policy

Policy last updated 1 April 2026.

See change log for recent updates to this webpage.

Find out what's changed and why in the most recent updates to this policy.

Girlguiding provides support, guidance and training to make sure volunteers are always clear on their responsibilities and our expectations.

We believe in doing our best. But sometimes things go wrong. This policy sets out how Girlguiding manages concerns about adult volunteers fairly, transparently and confidentially. It includes how we investigate concerns, support those involved in a concern, and how we apply sanctions.

This policy applies to all adult volunteers, adult members (all referred to as volunteers in policies), and staff in Girlguiding.

Volunteers should read this policy alongside the managing concerns about adult volunteers, appeals, and investigation procedures. Girlguiding employees should use the staff procedure on the intranet.

Definitions used in this policy

Our glossary lays out a few definitions of key terms that are used across our policies - take a look.

• Breach - not meeting our expectations as set out in our code of conduct, policies, and procedures.
• Disclosure agency - organisations that carry out disclosure checks. In England and Wales this is DBS, in Northern Ireland Access NI, and in Scotland Disclosure Scotland.
• The relevant HQ team - refers to the complaints and compliance team at Girlguiding headquarters (HQ). For any matter involving child protection or the safeguarding of children and adults at risk, this will be the safeguarding team.

Girlguiding’s commitment to managing concerns about adult volunteers fairly, transparently and confidentially

We use our managing concerns about adult volunteers policy when an adult volunteer's conduct has not met our expectations.

There are a number of ways we may identify a concern about an adult volunteer. For example:

• A complaint made under our complaints policy.
• A safeguarding report.
• A whistleblowing report.
• After an observation by a Girlguiding volunteer or member of staff.

If the concern doesn’t involve a breach of our policies and procedure, or isn’t a safeguarding concern, this will be managed locally in line with our complaints policy.

Otherwise, we follow our investigation procedure to manage the concern, though some safeguarding concerns may also be addressed by the HQ safeguarding team using their safeguarding risk assessment.

The investigation process

An investigation will:

• Address the specific concerns raised.
• Gather all relevant evidence.
• Establish the full circumstances behind the concern.
• Decide whether the concern is upheld or not.

Where concerns are upheld, sanctions may be applied to an adult volunteer’s role.

The appointed investigator must follow the managing concerns about adult volunteers procedure and the investigation procedure.

In some cases, a safeguarding risk assessment may be done. This is when there are relevant safeguarding concerns that might affect a volunteer’s role in Girlguiding. This will involve a meeting where the volunteer will be asked questions about the concern and their understanding of safeguarding. We can then assess any risks and agree on the best way forward to keep everyone safe.

Sanctions

It may be necessary to apply a sanction under this policy before, during, or after an investigation. The sanction is authorised by the chief commissioner of the relevant country or region, and is applied by the relevant HQ team, in partnership with the county commissioner. In cases of exceptional risk – such as a safeguarding concern - the relevant HQ teams can apply a suspension or sanction without the involvement of a commissioner. If necessary, this will be discussed with the chief commissioner to explain the reasons why this action was taken.

Sanctions applied under this policy apply to all adult volunteer roles across Girlguiding.

If an adult volunteer doesn‘t abide by a restriction or sanction, their volunteer role may be withdrawn. This means they can’t attend any Girlguiding events or activities as a volunteer.

Appeals

Both a volunteer who is being investigated, or the person who raised a concern, can request an appeal.

The only reasons for which an appeal will be granted are:

• When new information or evidence is presented, which may change the outcome of an investigation.
• When our policies, procedures or processes haven’t been followed, and this may have changed the outcome of an investigation.
• When it meets the threshold as a serious risk to our reputation or otherwise.

See the appeals procedure for more information.

Expectations

Volunteers involved in managing a concern about an adult volunteer must:

• Report any safeguarding concerns to our HQ safeguarding team as soon as they're made aware of them.
• Report all other significant concerns to our HQ complaints and compliance team.
• Follow the investigation procedure.
• Consider all cases impartially and be transparent in their approach whilst maintaining confidentiality as appropriate. Every person must be kept informed of developments and must be treated fairly.
• Keep the relevant commissioner, country or region volunteer, or member of staff up to date on progress made.
• Keep a factual record of their actions.
• Make reasonable adjustments to accommodate a person’s background or circumstances, in line with our equality and diversity policy.
• Resolve the case in a reasonable length of time.

Volunteers who are the subject of a concern must:

• Cooperate with the investigation.
• Abide by any suspensions or sanctions placed on their role.
• Follow the appeals procedure when requesting an appeal.

How Girlguiding manages concerns about adult volunteers fairly, transparently and confidentially

• When a concern is raised about an adult volunteer, we'll discuss those concerns with them and work together to find a resolution. This might be putting more support or training in place. Not all concerns need to be managed in line with this policy, and, where possible, will be resolved locally. If a concern can’t be resolved this way we’ll need to take further action either by following our investigation procedure, or using a safeguarding risk assessment.
• We’ll make sure that we look into the concern fully and ensure appropriate support is put in place. When a formal investigation takes place, an impartial investigator will be appointed. This is usually the relevant commissioner, though this can also be a member of Girlguiding staff or a country or region volunteer. Occasionally, external consultants may investigate complex cases.
• All volunteers involved in a managing a concern will be offered support from a listen and support volunteer. This includes those who reported a concern, and those who are the subject of a concern. The relevant HQ team will offer access to external, confidential and free wellbeing support to any volunteer who has been suspended and/or is under investigation. Volunteers who are the subject of a concern will be told the details of the concern about them, including any evidence if appropriate. This doesn't mean that the full original concern, complaint or any witness statement will be shared, but a fair summary will be provided.
• While we make every effort to ensure someone’s identity is not revealed without their consent, it may be that the nature of the concern or evidence indicates their source.
• When certain criteria are met, like a volunteer’s role being withdrawn and they’ve been removed from a role working directly with girls, we’ll make a referral to the relevant disclosure agency. Information relating to investigations and sanctions applied under this policy will be treated in line with our managing information policy. If you’d like to know more about how and why we process your personal data, please refer to our privacy notice.