Coaching conversations are confidential, but there are situations where Thrive Partners has a legal, ethical or safeguarding duty to share information. If you are concerned that a client may be at risk, or that someone else could be at risk, you should follow the Thrive Partners Safeguarding & Escalation Policy

The purpose of the policy is to ensure coaching conversations remain within the Thrive platform wherever reasonably possible. This protects clients, coaches and Thrive by maintaining a secure, auditable communication channel. It also means that coaching sessions can be recorded where enabled, AI summaries can be generated, and all communication remains available within the coaching record should it ever be needed for safeguarding, quality assurance or support purposes.

The policy explains:

If you are unsure whether a situation should be escalated, contact the Thrive Partners team for guidance as soon as possible.

For full guidance, including the escalation process and reporting contacts, please refer to the Thrive Partners Safeguarding & Escalation Policy.

The Thrive platform provides a secure and consistent environment for coaching. Keeping communication within the platform helps protect both coaches and clients while supporting our safeguarding processes.

It also ensures that coaching activity remains in one place, including:

If a client is unable to access the platform, is running late or needs to cancel at short notice, they should contact the Thrive Support team.

Our team will help resolve access issues, communicate with the coach if required and advise on the most appropriate next steps.

If a genuine platform issue prevents communication, please contact the Thrive Support team first.

We will coordinate communication where appropriate and advise on the best course of action.

To protect everyone involved, coaches should not routinely communicate with clients using personal email accounts, business email addresses, mobile numbers or external messaging platforms.

Please report the issue to the Thrive Support team as soon as possible.

We will investigate the problem and, where necessary, help facilitate communication until the issue has been resolved.

Resources should be shared through the Thrive platform wherever possible.

This keeps all coaching materials linked to the coaching engagement and ensures they remain available alongside session records and AI summaries.

If you experience difficulties uploading documents, please contact the Thrive Support team for assistance.

No.

We recognise that genuine technical issues can occasionally occur. A temporary platform issue does not automatically mean you have breached the policy.

If an exceptional situation arises, please notify the Thrive Support team as soon as possible so we can advise on the most appropriate course of action.

No, not as part of routine coaching delivery.

Coaching commissioned through Thrive should take place using Thrive's approved communication channels. This helps maintain client confidentiality, safeguarding oversight and a complete coaching record.

If an exceptional circumstance requires an alternative approach, please contact the Thrive Support team for guidance.

Keeping coaching within the platform provides several benefits for both coaches and clients.

It helps ensure:

This creates a safer and more consistent coaching experience for everyone involved.

If you are ever unsure how to proceed, please contact the Thrive Support team via coachsupport@thrivepartners.co.uk before taking action.

We're always happy to help and would much rather answer a question early than have you worry about making the wrong decision.