Managing concerns about adult volunteers procedure
How to apply the managing concerns about adult volunteers policy
Procedure 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 procedure.
This procedure explains how to follow the managing concerns about adult volunteers policy.
It should be read alongside our complaints and investigation procedures.
This handy flowchart (PDF, 38.9KB) will help you to understand how the process works.
Where possible, we’ll support you to resolve concerns locally, particularly if the concern doesn’t involve a breach of our policies or procedures.
Resolving a complaint or concern locally
How do we decide when it’s appropriate to resolve a concern or complaint locally?
When someone first reports a concern to Girlguiding HQ or a country or region, an appropriate member of staff or volunteer will decide what the best way forward is and whether the issue could be resolved locally.
All safeguarding concerns must be reported to the Girlguiding HQ safeguarding team, even if they’re low-level, so the team can advise what to do.
What happens next?
Where it’s decided that trying to resolve the issue locally is the best way forward, we’ll pass the concern on to a senior volunteer, like a commissioner. They’ll give advice on next steps. The concern can later be investigated formally if necessary.
If an issue is resolved locally, the senior volunteer looking into the concern doesn’t need to write an investigation report. But they should still speak to all parties and send a written summary confirming the concern has been resolved. If the senior volunteer took any relevant meeting notes, these should also be shared with those involved. If the concern was originally reported to HQ, the senior volunteer must send a copy of the written notice detailing the local resolution to the HQ team.
How are concerns about adult volunteers investigated formally?
If it’s not possible to resolve a concern locally, it will be formally investigated following our investigation procedure or using our safeguarding risk assessment process. Volunteers are expected to cooperate with the investigation process. If a volunteer decides to leave Girlguiding while under investigation, the process may still proceed. Failure to cooperate with the process may result in sanctions or withdrawal for current volunteers, even if they’ve already left Girlguiding.
During the course of an investigation, it may be necessary for the relevant HQ team to manage risk by temporarily restricting a volunteer’s involvement in Girlguiding. You can find out more about suspensions below.
Following or during an investigation, one or more resolutions may be used. You can find out more about these in the sections below.
Suspensions
What do we mean by suspension?
A suspension from Girlguiding is a temporary measure to protect a volunteer under investigation, the organisation, and our members.
If a volunteer is suspended, this means they’re still an active member of Girlguiding but they aren’t allowed to carry out their volunteering role.
For example, they mustn’t:
- Attend any meetings or events run by Girlguiding, including social events.
- Make contact with any young members, volunteers or parents and carers about Girlguiding activities.
- Use social media to promote, advocate or take part in Girlguiding activities.
The relevant Girlguiding HQ team will send the suspended volunteer a letter explaining this, and any other conditions of the suspension. These must be followed until the Girlguiding HQ team says otherwise. If the volunteer doesn’t follow these conditions, they may be withdrawn immediately.
A suspended volunteer won’t be able to access information about other volunteers or young members on GO.
When is a suspension issued?
Suspensions are issued following an alleged failure to meet Girlguiding’s expectations, which we consider to be serious.
We use suspensions:
- To allow an objective investigation to take place, and protect the volunteer during the investigation.
- To mitigate risk if there's a concern that young members or adults are in danger or at risk of harm.
- To mitigate risk if there's a risk of harm to the reputation of Girlguiding.
We may issue a suspension when an investigation begins, or during the course of an investigation if the country or region chief commissioner and relevant Girlguiding HQ team consider it necessary.
Once a suspension has been approved by the country or region chief, the volunteer must be informed and the suspension put in place within 48 hours, or before the next unit meeting or event, whichever comes first. If urgent action is required, a suspension may be put in place before the chief commissioner has approved this.
Reviewing a suspension
A suspension is a temporary measure. This means it can’t be appealed. Suspensions are reviewed following the outcome of an investigation. The investigation may result in no further action being taken, or a different sanction being put in place.
The volunteer should receive an update about the situation from their commissioner at least every 2 months. The relevant Girlguiding HQ team and commissioner should formally review the suspension every 4 months, and provide an explanation for why it remains in place. Updates can be in writing, by letter or email, or during a face to face meeting.
The suspended volunteer should be given the opportunity to present information about any change in circumstances which might affect the outcome of the investigation.
How else may Girlguiding manage risk during an investigation?
Sometimes a concern won’t meet the threshold for a suspension. In this instance, it may still be appropriate for the relevant HQ team to consider other interim measures. This will help to manage risk while we look into a concern.
For complaints and compliance investigations, the team may need a volunteer to temporarily stop carrying out their role. Where a volunteer holds multiple roles, this may only apply to 1 role or specific roles.
For safeguarding investigations, the team may need a volunteer to be supervised during any volunteering activity, or not to attend unit meetings for a period of time, for all or specific roles.
These measures are short-term and intended to de-escalate situations or to prioritise the health and wellbeing of the individuals involved.
Support and training outcomes
Following a formal investigation, it may be decided that a volunteer would benefit from further support and training. In these cases, an improvement plan and/or advice will be used.
The relevant HQ teams may share advice directly with or through a senior volunteer to pass on to local guiding or an individual volunteer. This may be guidance to help resolve an issue, or recommendations to make sure something similar doesn’t happen again in future.
What do we mean by an improvement plan?
An improvement plan is a set of actions to address areas identified for improvement. This could include retraining, having unit meetings observed, or being mentored. It must be completed in partnership with the volunteer.
If any details will be shared with other volunteers, for example about mentoring or supervision, this must be agreed as part of the plan.
All improvement plans must include:
- A clear list of specific and achievable actions, and how this will be measured.
- Deadlines for actions to be completed by.
- An explanation of what will happen if the actions aren’t completed as required by set deadlines. For example, a restriction will remain in place until all actions on the improvement plan are completed.
- Dates to review the improvement plan and the volunteer’s progress, and who will do this.
- Details of any support which might be required.
When is an improvement plan issued?
Improvement plans are used when volunteers need to make specific improvements. They may be issued at the same time as advice and/or sanctions.
Reviewing an improvement plan
Girlguiding will inform the volunteer of their right to appeal an improvement plan, in accordance with our appeals procedure.
The commissioner must keep track of the volunteer’s progress in completing the improvement plan in line with any timetable or deadlines. The commissioner must confirm in writing to the volunteer when they’ve satisfied that the plan and any actions have been completed.
Once the volunteer has completed the improvement plan, the commissioner must contact the relevant HQ team so that it can be updated on the volunteer’s GO record.
If the volunteer doesn’t complete the improvement plan as and when required, the commissioner should contact the relevant HQ team. Next steps might include:
- Consider changes to the improvement plan with the volunteer.
- Issue sanctions if we believe the volunteer isn’t making progress or cooperating.
The decision to use an improvement plan or advice is made together with the county commissioner and/or the country or region chief commissioner. This process should be followed:
- The HQ team and relevant commissioner decides what action is to be taken. The county/region volunteers will be informed, as appropriate.
- The HQ team asks the local commissioner to inform the volunteer.
- The commissioner informs the volunteer what this means and why it's being placed on their role(s). This should be done verbally, preferably in person. If attempts to contact the volunteer receive no response, the commissioner should discuss next steps with the relevant HQ team as soon as possible.
- Once the commissioner has informed the volunteer, a letter will be sent to them outlining all relevant details. The letter is usually sent by the commissioner, who will share the letter with HQ.
- The HQ team logs the details on the volunteer’s GO record. Other volunteers won’t be able to see any information about any action taken.
If appropriate, the relevant HQ team will advise the commissioner to share relevant details with other parties, such as other volunteers, parents and carers. Depending on the case, some information may have to be kept confidential. The HQ team will confirm what can and can’t be shared.
Sanctions
If an improvement plan or advice isn’t appropriate, we may need to take further action against a volunteer’s role under our managing concerns about adult volunteers policy.
This section of the procedure is to help commissioners understand how and when sanctions are used, and their role in the sanctions process.
Sanctions are used by our safeguarding team and our complaints and compliance team, in partnership with country or region chief commissioners and county commissioners.
Sanctions include written warnings, restrictions and withdrawals.
If you’re a volunteer who's had their role restricted or withdrawn, this procedure will help you understand the process we follow when reaching this decision.
If you’ve previously had your role restricted and wish to have this decision reviewed contact the relevant Girlguiding HQ team to discuss this.
Volunteers who’ve had their role(s) withdrawn should read the information about withdrawals.
Information about investigations and sanctions must be handled sensitively and in line with our managing information policy. Other volunteers will only be told about sanctions if they need to know as part of their role.
When are sanctions used?
Under the managing concerns about adult volunteers policy, we use sanctions to resolve a concern about a volunteer’s conduct, and manage any associated risks. Depending on the concern, we may do this:
- If there’s information on a volunteer’s disclosure certificate. Find out more in our recruitment and vetting procedure.
- Before, during or after an investigation into a safeguarding allegation, concern or disclosure. Find out more in our safeguarding procedure.
- On the advice of a statutory agency, who may or may not be carrying out an investigation.
- Before, during or after an investigation into a serious breach of a policy or Girlguiding’s expectations.
GO will send an automated update to the relevant HQ team if a volunteer with a sanction:
- Changes roles.
- Signs up to an event through GO.
- Reapplies to volunteer after leaving Girlguiding.
If the team needs more information, we may contact the county commissioner or sanctioned volunteer.
What's the process for issuing a sanction?
Sanctions are issued by our safeguarding team or our complaints and compliance team.
- The HQ team and relevant commissioner decides if a sanction is necessary. This may be before, during or after an investigation, or on the advice of a statutory agency. Sanctions will be approved by the chief commissioner in advance.
- The volunteer will be informed either by the HQ team or a local commissioner, as appropriate.
- The commissioner informs the volunteer of the sanction, what this means and why it is being placed on their role(s). This should be done verbally, preferably in person. If attempts to contact the volunteer receive no response, the commissioner should discuss next steps with the relevant HQ team as soon as possible.
- Once the commissioner has informed the volunteer, a letter will be sent to them outlining all relevant details. The letter will be sent by HQ.
- The HQ team logs the details on the volunteer’s GO record. Other volunteers won’t be able to see that the volunteer has received a sanction.
If appropriate, the relevant HQ team will advise the commissioner to share relevant details with other parties, such as other volunteers, parents and carers. Depending on the case, some information may have to be kept confidential. The Girlguiding HQ team will confirm what can and can’t be shared.
This process doesn’t apply when a volunteer is:
- Restricted due to information on their disclosure certificate. Our recruitment and vetting procedure explains the process for this.
- Restricted or withdrawn because their safer guiding training hasn’t been renewed. Find out more on this process.
- Withdrawn because they haven’t started their disclosure check. See more information on this process.
What do we mean by written warning?
A written warning is a record of any learning or guidance that a volunteer must follow. Generally, these learnings are identified from the findings of an investigation.
The written warning may include:
- A record of the history of previous failures to meet our expectations and any action taken.
- An explanation that further failures to meet our expectations may lead to sanctions, such as withdrawal.
When is a written warning issued?
A written warning may be issued in the event of:
- A data protection breach.
- Inappropriate communication with volunteers, parents or carers.
- Repeated low level conduct concerns.
What do we mean by a restriction?
A restriction is a limit placed on a volunteer which means they aren’t allowed to take on certain roles or responsibilities.
For example:
- Changing role, such as from leader to unit helper.
- Not being allowed to run international trips.
- Only taking on an admin role.
- Not dealing with finances.
- Not driving young members or adult volunteers on behalf of Girlguiding.
When is a restriction issued?
We may issue a restriction:
- Before or during an investigation carried out by our safeguarding or complaints and compliance team, when a suspension isn’t necessary.
- Following the outcome of an internal investigation.
- On advice of a statutory agency, who may or may not be carrying out an investigation.
- If the volunteer acknowledges they haven’t met our expectations.
- Where Girlguiding reasonably believes it’s necessary as a result of the volunteer’s circumstances. For example, bankruptcy or a recent driving or criminal offence.
Reviewing a restriction
The volunteer who has the restriction can ask the relevant HQ team directly to review it after 3 years from the date the restriction was put in place.
If the volunteer requests a review through their commissioner, they must contact the relevant HQ team, who will advise and support on the review process. This may include risk assessments, support plans or reviewing other relevant information.
What do we mean by withdrawal?
If we withdraw someone from Girlguiding it means they’re no longer allowed to volunteer with us. This means they can’t attend any Girlguiding events or activities in the role of a volunteer.
When are withdrawals issued?
A volunteer may be withdrawn if:
- There has been a serious breach of our expectations.
- The volunteer hasn’t followed other sanctions.
The withdrawal will take place after an investigation is carried out internally in line with our investigation procedure, or externally by a statutory agency.
Under some circumstances, Girlguiding has a legal duty to make a referral to the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland if we withdraw someone’s membership.
If we do this, our HQ safeguarding team or complaints and compliance team will let the volunteer know.
Reviewing a withdrawal
A volunteer who has been withdrawn from Girlguiding may not reapply until 3 years after the date of their withdrawal.
Any requests to reapply should be made by the withdrawn person and sent directly to the relevant HQ team.
Where concerns indicate a high level of risk and/or involve serious breaches of Girlguiding policy, we may determine that the withdrawal of the volunteer is permanent, without the possibility of review.
What’s the process for appealing?
Volunteers can appeal any sanction, including written warnings, restrictions, and withdrawals, in line with our appeals procedure.
What support do we give to volunteers subject to a concern?
It can be distressing for a volunteer to be subject to a concern. That’s one of the reasons we ask commissioners to try to have a face- to- face meeting or at least a telephone call with the volunteer subject to the concern at key points in the process. Read our guidance on approaching sensitive conversations.
The volunteer may have questions about what the process means and what happens next. The commissioner should let them know who they can contact at Girlguiding HQ and refer them to this policy and procedure.
Be mindful of how distressing this may be for a volunteer. For example, a suspended volunteer can’t attend Girlguiding events or meetings which may result in isolation from their social network.
Volunteers who are concerned about their physical or mental health should seek support from their GP. The relevant Girlguiding HQ team can provide additional support and signposting.
If the volunteer is being investigated and it’s appropriate, the relevant HQ team or the country or region will offer the volunteer the option of support from a listen and support volunteer (PDF, 124KB) within 7 working days of telling them about the investigation.
The listen and support volunteer’s role is to offer emotional support during the investigation, acting as a sounding board and going to meetings with the person when needed.
If at any point the investigator or listen and support volunteer feel the volunteer under investigation would benefit from more support, they should contact the relevant Girlguiding HQ team or signpost the volunteer to appropriate support organisations.
Any volunteer whose role has been suspended or withdrawn will be offered access to external, confidential and free wellbeing support by the relevant Girlguiding HQ team.
Change log
April 2026 - updated version published. Explained how HQ teams may need to manage risk by temporarily restricting a volunteer’s involvement in Girlguiding during the course of an investigation. Clarified that support is available for any volunteer subject to a concern.
October 2025 – updated version published. Resolutions have been updated.
October 2023 – clarified who can request an appeal, which sanctions can be appealed and when the appeals and review procedure doesn’t apply. Removed the PDF table of sanctions from the procedure. Added flowcharts to procedure to help improve understanding.
