Policies
How we keep you safe
These are the promises behind every call. If you would like any of them in large print, or in another format, just ask.
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Confidentiality Policy
How we protect what you tell us, and the very few times we may need to share it.
Reviewed November 2026
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Privacy Notice
What personal information we hold, why we hold it, and your rights.
Reviewed November 2026
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Caller Agreement
What you can expect from a call or chat, and what we ask of you.
Reviewed November 2026
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Complaints Policy
How to tell us if something went wrong, and what we do next.
Reviewed November 2026
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Compliments Policy
How we handle the praise and feedback you send us.
Reviewed November 2026
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Safeguarding Policy
How we keep people safe, and what happens if someone is at risk.
Reviewed November 2026
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Whistleblowing Policy
How staff and volunteers can safely raise a concern about wrongdoing.
Reviewed November 2026
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Equality, Diversity and Inclusion Policy
Our commitment to treating everyone fairly and making everyone welcome.
Reviewed November 2026
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Code of Conduct
The standards we ask of every volunteer at The HelpLine.
Reviewed November 2026
Questions about a policy, or something not working as it should? Write to info@thehelpline.org.uk.