Legal & compliance

Court-ordered & professionally commissioned services

The Civil App supports families, legal professionals, local authorities and commissioning organisations where services are required as part of a formal care arrangement or a court proceeding.

Where a service is governed by a court order, referral or agreed instruction, we work within the specified requirements and ensure our involvement remains impartial, proportionate and clearly documented.

Where reporting is required, our Civil Attendance Officers (CAOs) will make records and produce professional reports appropriate to the service delivered. Reports may be provided to instructing solicitors, local authorities, commissioning organisations or other authorised professionals and, where required, used within court proceedings.

Legal professionals and commissioning organisations can contact us to discuss referrals, reporting requirements and corporate account arrangements.

Safeguarding

Safeguarding is central to our operations and underpins every aspect of service delivery. Our Civil Attendance Officers are subject to robust safer recruitment and vetting processes, including professional reference checks, enhanced DBS checks and safeguarding training. Their competence is further supported through ongoing role-specific development, professional coaching, supervision and continuous learning aligned to their responsibilities.

Our safeguarding procedures reflect current statutory guidance, including Working Together to Safeguard Children, alongside relevant adult safeguarding principles.

Where a safeguarding concern is identified, it is promptly recorded and escalated in accordance with our safeguarding procedures. Where there is an immediate risk of serious harm, the appropriate emergency or statutory services are contacted without delay.

Safeguarding records are maintained securely within our case management system and managed in accordance with our data protection, confidentiality and records-retention requirements.

Confidentiality & disclosure

Information shared with The Civil App is treated confidentially and is only accessed, used or disclosed where there is a legitimate and lawful basis for doing so.

Information may be shared:

• where required by law, regulation or court order;
• where necessary to respond to a safeguarding concern;
• with relevant statutory or emergency services where appropriate;
• with the referring or commissioning organisation in accordance with agreed service arrangements; or
• where another lawful basis for disclosure applies.

Where appropriate, individuals will be informed about disclosures unless doing so would be unsafe, unlawful, contrary to safeguarding requirements, or likely to compromise legal or investigative processes.

Data protection

We process personal information in accordance with the UK GDPR, Data Protection Act 2018 and other applicable data protection requirements.

We only collect, use and retain information that is necessary for the delivery, administration, safeguarding and lawful management of our services. We do not sell personal information to third parties for marketing purposes.

Individuals have rights in relation to their personal information, including rights of access and correction and, in certain circumstances, erasure, restriction or objection to processing. Some rights may be limited where information must be retained or processed for safeguarding, legal, regulatory or other lawful purposes.

Further information about how we collect, use, share, retain and protect personal information is available in our Privacy Policy.

Complaints

We welcome feedback and take concerns about our services seriously. Anyone wishing to raise a complaint can contact us in writing, and all complaints will be handled fairly, respectfully and in accordance with our complaints procedure.

We aim to acknowledge complaints within two working days and provide a full response within 14 working days, wherever reasonably possible. Where additional investigation is required, we will explain the reason for any delay and keep the complainant informed of progress.

Where a complaint relates to a service commissioned or referred by another organisation, or falls within the remit of an external body, we will provide information about the appropriate next steps where applicable.