Our Anti-Bullying Policy

This policy is part of our governance and compliance framework, which ensures every aspect of our care meets the highest standards.

We Take a Zero-Tolerance Approach

SW Care has a clear position: bullying and harassment have no place in home care. This applies to every person connected with your care — our care workers, office staff, managers, and anyone visiting your home as part of our service.

Our policy is managed through QCS (Quality Compliance Systems) and aligns with the Equality Act 2010. It covers all protected characteristics including age, disability, race, religion, sex, sexual orientation, gender reassignment, marriage and civil partnership, and pregnancy.

What Counts as Bullying and Harassment

Bullying is repeated behaviour intended to undermine, humiliate, or threaten someone. It can be verbal, physical, or psychological. In a care setting, this might look like a carer speaking down to a client, deliberately ignoring requests, or making someone feel like a burden.

Harassment is unwanted conduct related to a protected characteristic. It creates an intimidating or degrading environment. Examples include making offensive comments about someone’s background, mocking a disability, or unwelcome personal remarks.

• Verbal bullying — Shouting, belittling, name-calling, or persistent criticism
• Physical intimidation — Invading personal space, aggressive gestures, or blocking movement
• Psychological pressure — Isolating someone, withholding information, or deliberate exclusion
• Online or written harassment — Offensive messages, inappropriate social media contact, or threatening notes

Bullying of Service Users Is a Safeguarding Matter

When a person receiving care is bullied by someone in a position of trust, it is not simply a workplace issue — it is abuse. SW Care treats any bullying or harassment directed at a service user as a safeguarding concern. This means it triggers our full safeguarding process, including notification to the local authority and CQC where required.

If you ever feel that a carer or any member of our team has treated you or your family member with anything less than full respect, we want to know immediately. You will always be believed and supported.

How We Resolve Concerns

We offer two clear pathways depending on the situation. Both are designed to reach a fair resolution quickly.

Informal resolution — For early-stage concerns, a direct conversation or mediation can often resolve matters. Our Registered Manager, Stacey Cole, can facilitate this discussion in a safe and confidential setting. The aim is to stop the behaviour, agree on expectations, and move forward.

Formal resolution — Where behaviour is serious or repeated, we follow a formal process. This includes a written complaint, a thorough investigation, and disciplinary action where needed. Staff found to have bullied or harassed a service user or colleague face consequences up to and including dismissal.

Support for Anyone Affected

If you or a family member has experienced bullying or harassment from anyone at SW Care, you will be fully supported throughout the process. We provide:

• A named point of contact — So you always know who to speak to
• Confidential handling — Your concern is shared only with those who need to know
• Protection from retaliation — Raising a concern will never result in a reduced service or negative treatment
• Regular updates — You will be kept informed at every stage of the process

Prevention Through Ongoing Training

All SW Care staff receive ongoing training and development on recognising and preventing bullying and harassment. This covers how to identify early warning signs, how to challenge inappropriate behaviour, and how to report concerns. Our care workers understand that maintaining a respectful environment is a core part of delivering good care.

Our Nominated Individual, Gurpreet Saggu, oversees the implementation of this policy across the organisation. Regular audits and staff supervision ensure that standards are consistently maintained.

Read about all of our governance policies or view our CQC rating.

Browse our full governance and compliance policies to understand how we maintain high standards across every area of our service.