Policies, Bookings and Feedback

1. Booking, Cancellation and Rescheduling

Our Booking, Cancellation and Rescheduling Policy forms part of the agreement between Encompass Safeguarding Ltd and the client school or organisation.

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Confirming a booking

Bookings are confirmed in writing upon receipt of a 50% deposit. The remaining balance is due 30 days before the scheduled service.

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Can a booking be rescheduled instead of cancelled?

Yes. Before proceeding with a cancellation, we aim to explore reasonable alternatives with the client. These may include rescheduling the service, arranging delivery by another suitably qualified consultant, or moving the session online where appropriate.

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Cancellation is considered a last resort.

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What happens if a school needs to cancel a booking?

Cancellation charges depend on the notice provided and the circumstances of the booking. Any non-refundable costs already incurred, such as flights and accommodation, may also be payable.

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In summary:

• More than 90 days' notice: The deposit is refunded, less banking charges and a £100 administration fee. For bookings in the period immediately preceding the start of the client's academic year, the longer 120-day notice threshold applies.

• 30–89 days' notice: The full deposit is retained. During the academic-year peak period described in the policy, this applies to cancellations made 30–119 days before the booking.

• Less than 30 days' notice: The full deposit is retained and the remaining balance is payable in full.

We recognise that exceptional operational or humanitarian circumstances may arise. Requests to reduce or waive cancellation charges will be considered individually and at our discretion.

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Please note: This is a summary of our cancellation arrangements. Our full Booking, Cancellation and Rescheduling Policy is available on request and should be referred to for the complete terms and conditions.

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You can view or download our full Cancellation Policy below:

Encompass Safeguarding Cancellation Policy

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This section will explain what RAA covers, when it applies, and what schools or organisations need to know or do. Further details and any relevant documentation can be provided where appropriate.

For clarification or a copy of the relevant information, please contact us.

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2. Questions, Feedback and Concerns

We welcome feedback and take concerns about our services seriously. If you have a question, are dissatisfied with an aspect of our work, or have concerns about the professional conduct or actions of one of our trainers or consultants, we encourage you to raise the matter with us.

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We want to understand your experience, listen to your concerns and work towards an appropriate resolution wherever possible.

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Who should I contact if I have a concern?

If your concern relates to a trainer or consultant, please contact Diane in the first instance at office@encompass-safeguarding.com.

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Diane will listen to your concerns and help ensure they are directed to the appropriate person for consideration.

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If your concern relates to Diane herself, please contact Claire instead at info@encompass-safeguarding.com. Claire will help arrange for you to speak with another senior consultant who is not directly involved in the matter.

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We will approach concerns with professionalism, discretion and a commitment to understanding the circumstances.

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Can I raise a concern externally?

Yes. If you would prefer to seek advice or raise your concerns with an external professional organisation, you may contact a relevant organisation, professional body or association, depending on the nature of your concern and its remit.

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Potential points of contact include:

• Council of International Schools (CIS)

• Federation of British International Schools in Asia (FOBISIA)

• Social Work England (SWE)

• British Association for Counselling and Psychotherapy (BACP)

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Please be aware that each organisation has its own remit, eligibility requirements and procedures for receiving concerns.

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While you are free to contact an external organisation, we would always welcome the opportunity to speak with you directly first, understand the concerns you wish to raise, and explore whether we can address them appropriately. This does not prevent you from seeking external advice or making an external report where appropriate.

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3. Frequently Asked Questions

We are developing a list of frequently asked questions to help schools and organisations find clear answers to common queries about our training, consultancy services, bookings and policies.

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Further questions and answers will be added as these are confirmed.

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If your question is not covered on this page, please contact us at info@encompass-safeguarding.com. We will be happy to help.