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Service Specification

Supply and Maintenance of Independent Confidential Reporting Service for Concerns in the Workplace

1. The Supplier agrees to provide an independent telephone and digital reporting service for the Customer and its entire staff.

2. The Supplier will advise the Customer and provide materials to assist in internally communicating and promoting the use of this service amongst the Customer’s staff and will include:
(a) Briefings to selected managers/staff;
(b) Posters, leaflets and targeted letters;
(c) Use of the Supplier’s logo and strap line on the Customer’s internal information technology with explanatory and promotional info.

3. The service will take the form of a dedicated telephone line, the number of which is [0800 3213546] (“the Telephone Number”).

4. The Telephone Number is to be internally publicized and promoted by the Customer.

5. The Telephone Number will be live monitored and answered between hours of 09:00 – 17:00 GMT. Outside of these hours a prompted voicemail service will be available for information and for voice messages to be recorded. These voicemails will be transcribed to print and the audio recordings will be deleted.

6. The digital reporting option will be via the Supplier’s website online reporting tool that provides formatted questions and answer fields. This option is to be publicised and promoted internally by the Customer who will signpost their staff to www.say-so.co.uk

7. Both telephone and digital reporting can accommodate anonymous or confidential reports.

8. All information received will be securely managed.

9. The Supplier will engage with those wishing to report, where possible, to extract as much information as possible to determine:

  1. What is the nature of the misconduct or issue being described
  2. What the range of potential risks may be (including risks to reporter)
  3. Who may be responsible for any misconduct or issue identified

10. The Customer will nominate a single point of contact (telephone and email or other reliable means) to whom the Supplier will exclusively supply all the non confidential information (with any information capable of identifying the reporter removed where appropriate) obtained by the Supplier in relation to the Customer. A 24-hour telephone number is required.

11 The Customer will nominate a further senior contact for oversight and abstraction/resilience purposes in any cases that the above SPOC is not available.  In this respect the Customer should inform Say So whenever either contact is not available and what other arrangements for direct contact with the Customers organisation are in place.

12 The Supplier will liaise with the Customer’s nominated single point of contact to seek any relevant information to assist in supporting or challenging the information provided.

13. The Supplier will provide the Customer with a final report detailing all information revealed by each report together with any recommended or suggested options for resolution.

14. The Supplier will provide summary reports at the end of each month to indicate the usage of the service.

15. The Supplier will not deal with:

(a) Complaints from customers of the Customer;
(b) Appeals concerning promotions, post selections or internal grievance procedures relating to the Customer

And will refer such information to appropriate resources within the Customer’s management where relevant.

16. Any information disclosed to The Supplier will belong to the Supplier. The Supplier agrees to maintain the confidentiality of the identities of any person who wishes to make a report and requesting such protection and will not divulge any information capable of identifying that person to the Customer.

17. The Supplier will not reveal the identity of a person who has or wishes to report unless the Supplier has obtained express written and verifiable consent by that person or unless legally ordered to do so. The Supplier will not make any other disclosures of information to The Customer unless ordered to do so by a court order made in the courts of England and Wales.

18. In the exceptional circumstances that a court order is made or is known to be being considered, the Supplier will seek legal advice to positively represent the Supplier’s position and will work with the person who has made a report, where relevant, to provide support. The Supplier will work with legal representation, where relevant, to present arguments for non-disclosure.

19. The Supplier will not supply any information that is requested under a Data Protection application.

20. The provisions of clauses 14, 15, 16,17 and 18 shall continue in force notwithstanding the termination of Services for any reason.

21. The Customer, in signing this specification together with the terms and conditions of the Supplier, agrees that the continuing protection, support and welfare of those reporting issues of concern is paramount.

22. The Supplier reserves the right to report any matter directly to the Safeguarding Adults Board, police or other emergency authority if the Customer single point of contact is not contactable and the Supplier reasonably believes that the circumstances warrant immediate action in order to safeguard a person who the Supplier believes is vulnerable.

*We are constantly making updates to the Say So website, if it looks a little off please try doing a hard refresh by pressing Ctrl F5 on a PC or holding down CMD and Shift and then pressing R on a Mac, that should update your view.

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Registered Address: Unit 11, Diddenham Court, Lambwood Hill,Grazeley, Reading, Berks, RG7 1JQ | Company Number: 10549832

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Stage 1 – Your information

Stage 1 – Your information

The information you provide is important to Say So and it is vital that we understand exactly what your concern is all about. Please complete the information fields as fully as possible.

Stage 2 – Your identity and contact details

Stage 2 – Your identity and contact details

You have 3 options in this section.

  • You can fully and openly identify yourself. This means that your name and other details will be shared with your employer.
  • You can provide your details confidentially to Say So. This means that Say So will not release your details to anyone without your written and verifiable permission or unless ordered to do so by a Judge. In such rare cases, however, Say So will make legal representations and argument against release of any identifying details of a reporter. Say So will not release your details if served with a Data Protection Act request.
  • You can pass to Say So the information about your workplace concern totally anonymously. Say So pledge never to try to identify any anonymous reporter.

Important Note.

Huge advances have been made to encourage and accommodate workers who report failures in service and major wrongdoing across all industries. In particular, the NHS and the banking and finance world are leading the way to provide the right circumstances and culture within companies for staff to report matters of concern. The CQC obligates care providers to have a robust and effective ‘whistleblowing’ policy that specifically mentions the merits of a reporting service that is independent from the care provider.

It should be remembered that the Public Interest Disclosure Act 1998 provides protection to persons reporting in good faith and in reasonable belief any of the following:

  1. that a criminal offence has been, is being or is likely to be committed,
  2. that a person has failed, is failing or is likely to fail to comply with any legal obligation to which they are subject,
  3. that a miscarriage of justice has occurred, is occurring or is likely to occur
  4. that the health or safety of any individual has been, is being or is likely to be endangered
  5. that the environment has been, is being or is likely to be damaged
  6. that information tending to show any of these matters above has been, is being or is likely to be deliberately concealed

The protection extends to an employer ensuring ‘no detriment’ is experienced by the person reporting done on the ground that they have made a protected disclosure. Say So will provide support to any reporter who experiences difficulties after making such a disclosure using our service in good faith so that they are protected by this legislation.

Stage 3 - Your declaration by submitting the report

Stage 3 - Your declaration by submitting the report

We ask that you fully understand that by pressing the on-screen button to finally submit your completed report you are declaring that the information is provided in good faith and that you believe it to be true to the best of your knowledge.