Full Halo Safeguarding Policy

Company: Full Halo Ltd
Website: fullhalo.com
Contact: admin@fullhalo.com
Safeguarding Contact: Sebastian Payne
Version: 1
Date: 01/08/2026

1. Overview

1.1 Full Halo Ltd is committed to helping maintain a safe, respectful and supportive online environment for users and professionals.

1.2 Full Halo operates an online wellbeing marketplace that allows users to search for, message and book independent wellbeing professionals, including therapists, counsellors, coaches, practitioners and advisers.

1.3 Full Halo does not provide therapy, counselling, clinical, medical, coaching or wellbeing services directly. Those services are provided by independent professionals.

1.4 The safety and wellbeing of users, professionals, children, young people and adults at risk is a key priority for Full Halo.

1.5 This policy should be read alongside Full Halo’s Terms and Conditions and Privacy Notice.

2. Purpose of This Policy

2.1 This policy explains how Full Halo approaches safeguarding on its platform.

2.2 It sets out the responsibilities of:

  • Full Halo;
  • users;
  • professionals;
  • parents, guardians or responsible adults where children or young people are involved.

2.3 It also explains how safeguarding concerns should be reported and how Full Halo may respond.

2.4 This policy is designed with reference to UK safeguarding principles, including statutory guidance on safeguarding children and multi-agency working in England. It also recognises adult safeguarding principles under the Care Act framework, where local authorities have duties relating to adults with care and support needs who may be at risk of abuse or neglect.

3. Who This Policy Applies To

This policy applies to anyone who uses or interacts with Full Halo, including:

  • users seeking wellbeing support;
  • professionals offering services through the platform;
  • parents, guardians or responsible adults;
  • visitors to the website;
  • Full Halo administrators, contractors and service providers.

4. Full Halo’s Responsibilities

Full Halo will take reasonable steps to support safeguarding on the platform. This includes:

  • reviewing professional profiles before publication;
  • checking relevant professional registration, accreditation, qualifications or public profile information where appropriate;
  • requiring professionals to keep their profile, qualifications, memberships, insurance and registration details accurate and up to date;
  • providing platform messaging and online booking tools;
  • providing online video session infrastructure where available;
  • allowing users and professionals to report concerns;
  • reviewing reports of inappropriate, harmful, abusive or unlawful behaviour;
  • suspending, restricting or removing accounts where appropriate;
  • sharing information with emergency services, safeguarding bodies, regulators or law enforcement where necessary and lawful;
  • reviewing this policy periodically.

Full Halo is not responsible for the professional judgement, clinical decisions, advice or services provided by independent professionals.

5. Professional Responsibilities

Professionals using Full Halo must:

  • act lawfully, safely, professionally and ethically at all times;
  • only offer services they are qualified, competent and permitted to provide;
  • maintain any required professional registration, accreditation, membership, insurance and licences;
  • keep their profile and service information accurate and up to date;
  • comply with all safeguarding duties, professional standards and codes of conduct that apply to them;
  • use the Full Halo platform for messages, bookings, payments and online sessions;
  • not encourage users to move bookings, payments or communications outside Full Halo;
  • treat users fairly, respectfully and without discrimination;
  • maintain appropriate professional boundaries;
  • ensure their online session environment is suitable, private and safe;
  • report safeguarding concerns to Full Halo immediately;
  • report urgent risk to the appropriate emergency or safeguarding authority where required.

Professionals are independent from Full Halo and remain responsible for their own safeguarding decisions and professional conduct.

6. User Responsibilities

Users must:

  • provide accurate account and booking information;
  • use the platform respectfully and lawfully;
  • not send abusive, threatening, misleading, harmful or offensive messages;
  • not misuse the platform or ask professionals to act outside their professional role;
  • not attempt to move bookings or payments outside Full Halo;
  • report concerns about a professional, user, message, session or platform activity as soon as possible;
  • use their own judgement when selecting a professional;
  • contact emergency services or crisis support directly where urgent help is needed.

Users are responsible for deciding whether a professional appears suitable for their needs. Full Halo may carry out checks, but does not guarantee that a professional is suitable for every user or situation.

7. Children, Young People and Vulnerable Users

7.1 Full Halo is primarily intended for adults. However, some professionals may offer services suitable for children, young people or adults who may need additional support.

7.2 Where a child or young person uses or receives services through Full Halo, a parent, guardian or responsible adult should be involved where appropriate.

7.3 Parents, guardians or responsible adults are responsible for:

  • deciding whether a professional is suitable;
  • ensuring appropriate consent is in place;
  • making reasonable checks before a session;
  • ensuring the child or young person is in a safe environment;
  • being available during or immediately after the session where appropriate;
  • reporting any concern to Full Halo and, where necessary, relevant authorities.

7.4 Professionals must not provide services to children or young people unless they are competent and appropriately authorised to do so.

8. Online Sessions and Messaging

8.1 Bookings made through Full Halo should take place using the platform’s approved online systems unless Full Halo agrees otherwise.

8.2 Users and professionals must keep communications appropriate, respectful and relevant to the service being requested or provided.

8.3 Full Halo may review platform activity, messages, booking records or technical information where necessary to investigate complaints, disputes, safeguarding concerns, misuse of the platform or legal issues.

8.4 Full Halo does not currently state that sessions are routinely recorded. If this changes, users and professionals should be informed clearly before recording takes place.

9. Reporting Safeguarding Concerns

If you have a safeguarding concern relating to Full Halo, a user, a professional, a message, a booking or an online session, contact:

Sebastian Payne
Email: admin@fullhalo.com

Safeguarding concerns may include, for example:

  • risk of serious harm to a person;
  • unsafe or inappropriate conduct;
  • abuse, neglect or exploitation;
  • threats, harassment or coercive behaviour;
  • concerns involving a child, young person or adult at risk;
  • harmful or unlawful content;
  • a professional acting outside their competence or role.

If there is immediate danger or urgent risk, contact 999 or the relevant emergency service immediately. Full Halo is not an emergency service.

For urgent mental health support in the UK, users may contact NHS 111 or call Samaritans free on 116 123, available any time.

10. How Full Halo May Respond to Concerns

Where Full Halo receives a safeguarding concern, it may:

  • acknowledge and review the concern;
  • request further information;
  • restrict, suspend or remove an account;
  • remove or restrict content;
  • cancel or suspend bookings;
  • contact the relevant professional or user;
  • preserve relevant platform records;
  • report the matter to emergency services, safeguarding authorities, regulators, professional bodies or law enforcement where necessary and lawful.

Full Halo will aim to act promptly and proportionately, with the safety and wellbeing of users and professionals as the priority.

11. Breach of This Policy

A breach of this policy may result in:

  • a warning;
  • removal of content;
  • cancellation of bookings;
  • temporary suspension;
  • permanent account removal;
  • withholding publication of a professional profile;
  • reporting to a professional body, regulator, safeguarding authority or law enforcement where appropriate.

Full Halo may take action without prior notice where it considers there is a safeguarding, safety, legal, fraud or platform integrity concern.

12. Data Protection and Confidentiality

12.1 Full Halo will handle personal data in accordance with its Privacy Notice.

12.2 Safeguarding information may be sensitive. Full Halo will only share safeguarding information where necessary, proportionate and lawful.

12.3 In some cases, Full Halo may need to share information without consent, for example where there is a serious risk of harm, a legal obligation, or a need to report concerns to an appropriate authority.

13. Policy Review

Full Halo will review this Safeguarding Policy periodically and may update it to reflect changes in the platform, law, guidance or safeguarding practice.