Confidentiality

You must keep everything you learn through your work confidential, unless the client agrees or the law requires you to disclose it.

In practice

Store files securely, delete them when the job and any agreed retention period end, and don't discuss clients' work in identifiable terms, including on social media.

When the law requires disclosure

Safeguarding concerns and court orders can override confidentiality. If unsure, call the Professional Practice helpline.

Good to know

• We publish anonymised summaries of complaint decisions twice a year to help members learn from them.
• The Professional Practice helpline can talk through a tricky situation before it becomes a problem.
• Keep written records of instructions and agreements with clients; they matter if anything goes wrong.

Downloads

• Complaints procedure (PDF, 220 KB) (members only)
• Code of Professional Conduct (PDF, 7 KB)

Page last reviewed 29 March 2026