The HelpLine welcomes feedback on its service. When a compliment is received, by phone, text, WhatsApp, webchat, email or other means, the member of our team receiving the communication will:
- Thank the sender/caller for their feedback
- Ask for permission to securely pass their feedback to the relevant member of our team, HelpLine volunteer (where appropriate)
- Ask for permission to note their comments (with all and any identifying details removed) for use in future The HelpLine materials or on the website
- Where appropriate, let them know they can also use the feedback form on our website
Where permission has been given, the quote or email is transcribed into a document accessible only to The HelpLine team. Any details of the caller/sender are removed, as are names of staff members and HelpLine volunteers, and any other details which might identify any individual. The date and method by which the complimentary quote was received are also recorded. This document provides source material for quotes used on The HelpLine’s website, annual report, and other literature.
Where permission is not given either to report the compliment to other members of staff, or to record it, no note of the telephone call is taken, or the email is deleted.
The caller/sender may contact The HelpLine at any point in future to request that their quote is not used, even if permission had originally been given. It will then be deleted from The HelpLine’s system and no longer used on promotional materials.
Reviewed November 2026.
Would you like this policy in large print or another format, or do you have a question about it? Write to info@thehelpline.org.uk and we will help.
If you or someone else is in immediate danger, call 999 in the UK or Gibraltar, 911 in the USA, or 112 in Belgium. If you're having thoughts of ending your life, you can also call The HelpLine. We're here to listen.