1. Introduction

SoulForge Community CIC exists to support men who have experienced domestic abuse, parental alienation, and related trauma or adversity. Our work is grounded in compassion, personal responsibility, dignity, and resilience.

This manual sets out the principles, boundaries, procedures, and operational guidance that govern SoulForge Community CIC, particularly during its early stage. It is proportionate, detailed enough to meet sector best practice, and suitable for both internal use and public availability.

This manual applies to:

• The Director

• Volunteers

• Anyone acting on behalf of SoulForge Community CIC

2. Organisational Overview

Legal status: Community Interest Company (CIC)

Name: SoulForge Community CIC

Governance structure: One Director (with provision for future expansion)

Current Services:

• Low-level emotional support

• Listening and validation

• Signposting to specialist services

• Occasional meet-ups

• Blog and website content

SoulForge does not currently provide therapy, legal advice, or crisis intervention.

3. Safeguarding Policy (Adults)

3.1 Purpose

To ensure adults engaging with SoulForge Community CIC are safe, treated with dignity, and referred to appropriate support when risk of harm is identified.

3.2 Scope

Applies to all contacts, including:

• Website forms

• Email and phone/video communication

• In-person meetings and meet-ups

3.3 Principles

• Every adult has the right to live free from abuse and harm.

• Safeguarding is everyone's responsibility.

• Immediate action will be taken where there is a reasonable concern of serious harm.

3.4 Definitions of Abuse and Harm

Includes, but is not limited to:

• Physical, sexual, emotional, financial, or psychological abuse

• Coercive control or exploitation

• Neglect or abandonment

• Threats or risk of suicide or self-harm

• Risk of harm to others

3.5 Roles and Responsibilities

• Director: Overall responsibility for safeguarding

• Volunteers / Representatives: Must report concerns immediately to the Director

3.6 Procedures for Handling Concerns

1. Listen calmly and respectfully.

2. Do not promise confidentiality.

3. Encourage seeking appropriate support.

4. Escalate if necessary using the referral guidance below.

3.7 Safeguarding Referral Guidance

• Immediate danger: Call 999

• Non-emergency police concerns: Call 101

• Adult safeguarding (local authority): Contact the relevant Local Authority Safeguarding Team

• Mental health crisis: Call NHS urgent mental health services or visit NHS 111

• Suicidal thoughts / emotional crisis: Samaritans: 116 123

3.8 Record-Keeping

• Document any safeguarding concern in the electronic record system.

• Retain records for 2 years after last contact or longer if legally required.

• All records are electronic and password-protected; no paper records are kept.

3.9 Review and Training

• Policies reviewed annually or after any safeguarding incident.

• Director and volunteers must be familiar with this policy and escalation procedures.

4. Boundaries of Support & Advice

4.1 Purpose

To define the limits of support and ensure service users understand what SoulForge Community CIC can and cannot provide.

4.2 Scope

• Low-level emotional support

• Listening, validation, and peer-informed understanding

• Signposting to specialist services

4.3 Limitations

• No therapy or counselling

• No legal advice or representation

• No emergency or crisis intervention

4.4 Service User Responsibility

Individuals should seek professional or emergency support as needed.

5. Confidentiality & Data Protection

5.1 Confidentiality Principles

• Respect personal information

• Only share information when required for safeguarding, legal obligation, or organisational necessity

5.2 Data Collection and Storage

• Only collect information relevant to the service request

• Store all records electronically on password-protected systems

• No paper records maintained

5.3 Data Retention

• Records retained for 2 years after last contact

• Longer retention only if required by law or for safeguarding purposes

5.4 Subject Access and Breach Procedure (Moderate GDPR Detail)

• Subject Access Requests (SARs): Respond within 1 month; verify requester identity

• Data Breaches: Director investigates, contained, notified to relevant authority if needed

6. Record Keeping & Information Retention

• Keep email, online forms, and call/video summaries securely

• Retention period: 2 years after last contact

• Document key actions, advice given, and any safeguarding concerns

• Only authorised personnel access records

7. Code of Conduct

7.1 Standards

• Act with integrity and respect

• Maintain professional boundaries

• Treat all individuals fairly

• Follow all SoulForge policies

7.2 Prohibited Conduct

• Abuse, harassment, discrimination

• Exploitation of service users

• Romantic or sexual relationships with service users

• Misuse of confidential information

8. Equality, Diversity & Inclusion

SoulForge Community CIC is committed to fairness, dignity, and respect. Discrimination is not tolerated on the basis of:

• Age

• Disability

• Race / Ethnicity

• Religion / Belief

• Sexual orientation

• Gender identity

• Any other protected characteristic

9. Complaints Policy

9.1 Purpose

Ensure complaints are handled fairly, transparently, and respectfully.

9.2 Making a Complaint

• Complaints accepted via email: soulforgecommunity@gmail.com

• Alternatively, in writing to operational address: 1 Kennington Road, London, SE1 7QP

9.3 Process

1. Acknowledge receipt within 7 days

2. Investigate impartially

3. Provide response within a reasonable timeframe

4. Document complaint and resolution

10. Conflicts of Interest

10.1 Purpose

To ensure decisions are made in the best interests of the CIC.

10.2 Declaration

The Director must declare any actual or potential conflict, including:

• Financial interests

• Personal relationships

10.3 Management

• Document conflict in records

• Remove conflicted individual from relevant decisions

• Review annually

11. Health & Safety (Low-Risk Activities)

• Applies to informal meet-ups, events, and use of public spaces

• Risk assessment prior to events

• Reasonable steps to minimise foreseeable risks

• Records of incidents documented electronically

12. Online & Digital Communications

• Clear, respectful, and proportionate communication

• No expectation of immediate or 24/7 response

• Applies to: website forms, emails, video/phone calls, social media if used

13. Volunteers

• Must adhere to all policies in this manual

• Maintain confidentiality and professional boundaries

• Report safeguarding concerns immediately

• Receive policy induction and periodic refresher

14. Review and Updates

• Manual reviewed annually or after any significant incident

• Updates approved by Director

• Publicly available version may be posted on website, internal version kept for operations

15. Privacy Policy

15.1 Who we are

SoulForge Community CIC ("SoulForge", "we", "us") is the data controller for personal information collected through this website and our communications. Our operational address and contact email are given at the top of this manual.

15.2 What information we collect

We only collect information you choose to give us. Depending on how you engage with us, this may include: your name, email address, and any details you include in a message, form submission, story, or newsletter sign-up. Where you tell us about your personal circumstances — including whether you have been affected by domestic abuse or parental alienation — this is treated as special category data and handled with particular care.

15.3 Why we collect it, and our lawful basis

We use your information to respond to you, to provide the support or information you've asked for, to send you updates if you've signed up for them, and to run and improve SoulForge. Our lawful basis is usually your consent (which you can withdraw at any time) or our legitimate interest in operating the organisation and responding to those who contact us. Where you share special category data, we rely on your explicit consent.

15.4 What we do not do

We do not sell your information. We do not share it with third parties for marketing. We do not pass it on except where necessary to respond to you, where required by law, or where there is a serious safeguarding concern (see Section 3).

15.5 How long we keep it

We retain personal information for two years after our last contact with you, unless a longer period is required by law or for safeguarding purposes, after which it is securely deleted. All records are electronic and held on password-protected systems.

15.6 Your rights

Under UK data protection law you have the right to access the personal information we hold about you, to ask us to correct or delete it, to restrict or object to how we use it, and to request its transfer. To exercise any of these rights, email us at the address above; we will respond within one month. If you are unhappy with how we have handled your information, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

16. Cookie Notice

16.1 What cookies are

Cookies are small text files placed on your device when you visit a website. They help the site function and can provide information about how the site is used.

16.2 The cookies we use

This website is built on Squarespace, which uses a small number of essential cookies needed for the site to work properly and to keep it secure. We may also use privacy-respecting analytics cookies to understand, in aggregate, which pages are read and where visitors arrive from. This helps us improve the site. We do not use advertising cookies, and we do not use cookies to track you across other websites.

16.3 Managing cookies

You can accept or decline non-essential cookies through the cookie banner when you first visit, and you can change your preferences at any time in your browser settings. Blocking essential cookies may affect how the site functions. For more on managing cookies, see your browser's help pages or aboutcookies.org.

17. Terms of Use and Disclaimer

17.1 The purpose of this website

This website is provided for general information and support. It draws on lived experience, professional sources, and the work of established organisations. It is intended to help men understand their situations and find their footing — not to serve as professional advice.

17.2 Not legal, medical, or therapeutic advice

Nothing on this website constitutes legal, medical, psychological, or therapeutic advice, and it should not be relied upon as such. Every person's situation is different. Before acting on anything you read here, you should seek advice from a qualified professional — a solicitor, your GP, a registered therapist, or an appropriate specialist service — who can consider your specific circumstances.

17.3 No liability

While we take care to ensure the information on this site is accurate and helpful, we make no guarantees that it is complete, current, or applicable to your situation. To the extent permitted by law, SoulForge Community CIC accepts no liability for any loss, harm, or consequences arising from actions taken, or not taken, on the basis of information on this site.

17.4 External links

Where we link to other organisations or websites, we do so because we believe they may be helpful. We are not responsible for the content, accuracy, or practices of external sites, and a link does not imply endorsement of everything that organisation does or says.

17.5 In an emergency

SoulForge is not a crisis service. If you or someone else is in immediate danger, call 999. If you are in crisis or struggling to cope, the Samaritans are available 24/7 on 116 123.

17.6 Changes to these terms

We may update these terms and the policies on this page from time to time. The current version is always the one published here.

Approved by: Director, SoulForge Community CIC, May 2026