Mentor Code of Conduct

Businesses come to Unlocked for honest, experienced support from people who have done the job themselves. This code sets out the behaviour they can expect from every mentor and specialist they meet through us, whether the support is paid for by the business, funded by a programme or commissioned by a public body.

It sits alongside our mentor terms and our Mentor Quality Framework, which describes the skills we expect and how we develop and review mentors.

This code applies to every mentor, coach, specialist and peer group facilitator who works with businesses through Unlocked, including associates delivering funded and public-sector programmes. Every mentor accepts it before they are approved, and again whenever it is updated.

• Work towards the objectives the business has agreed, not your own agenda, and be clear about what you can and cannot help with.
• Help the business reach its own decisions. Offer experience, challenge and options, and respect that the business owner decides.
• Turn up prepared and on time, keep to agreed sessions, and give as much notice as possible if you need to change one.
• Be honest about progress. If mentoring is not helping, say so and agree what should change, including a different mentor if that would serve the business better.

Only offer support in areas where you have genuine experience or expertise, as shown on your verified profile. If a need falls outside your experience, tell us so we can bring in the right person.

Mentors do not give accounting, tax, legal or regulated financial advice through Unlocked. If one of those questions comes up, point the business back to its own accountant, solicitor or adviser.

• Keep everything a business shares with you confidential, and use it only to support that business.
• Do not share information about one business with another, or use it for your own benefit.
• Keep session notes and documents on the Unlocked platform, not on personal devices or accounts, and follow our privacy notice.
• Confidentiality has limits. Where there is a risk of serious harm, or where the law requires it, follow our safeguarding policy and tell us straight away.

• Declare any personal, financial or family interest in a business, or in its competitors or suppliers, before you start working with it. If a conflict cannot be managed, we will match the business with someone else.
• Do not use mentoring to sell your own products or services, or those of anyone you are connected with, unless the business asks and we have agreed it in advance.
• Do not offer or accept gifts, hospitality or payments beyond what is agreed through the platform, and follow our Anti-Bribery and Corruption Policy.

• Treat every business owner with dignity and respect, whatever their age, disability, gender, race, religion or belief, sexual orientation or background.
• Adapt how you work to meet accessibility needs, and tell us if a reasonable adjustment is needed.
• Never harass, bully or discriminate against anyone, and follow our Equality, Diversity and Inclusion Policy.

Running a business can be stressful. If you are worried about someone’s safety or wellbeing, follow our Safeguarding Policy and contact us the same day. Mentors are not counsellors. Where someone needs specialist support, help them find it rather than trying to provide it yourself.

• Record each session on the platform, including the agreed objectives, a short summary and the actions agreed, with who owns them and by when.
• Report accurately. Never overstate the support given or the results achieved, and keep a clear line between what a business has done and what it plans to do.
• Complete the close-out and any monitoring information that a funded programme requires, on time.

• Behave in a way that maintains trust in Unlocked, in mentoring and in any programme you are delivering.
• Keep your profile, availability and any professional insurance up to date.
• Keep developing your practice, take part in reviews, and act on feedback, as set out in our Mentor Quality Framework.
• Tell us promptly about anything that could affect your suitability to mentor, including any conflict, complaint, investigation or change in circumstances.

Businesses and mentors can raise a concern about conduct at any time by emailing support@unlockedexpertise.com. Complaints are handled under our complaints procedure. Nobody will be treated unfairly for raising a genuine concern.

We take breaches seriously. Depending on what has happened, we may give advice, agree an improvement plan, pause new matches, or remove a mentor from the platform. Where the law or a programme requires it, we will inform the relevant authority or commissioning organisation.

The directors of EB UNLOCKED LTD own this code and review it at least once a year, taking account of feedback from businesses, mentors and programme partners. The code is informed by recognised good practice in mentoring and coaching, including the Global Code of Ethics for coaches, mentors and supervisors.