During a chat, we do not have access to the IP address of the device you are using.

What you discuss during your session is completely confidential, and copies of the chat transcripts are deleted after the chat has closed.

Our live chat volunteers record some information about what happened during your call or chat. This can include brief notes about what was discussed, the type of support provided and how long the call or chat lasted for.

We process and store this data so that we can provide an effective service, monitor service delivery, and provide anonymised and aggregated reports to our funders. Records do not contain any personally identifying data, and we do not keep detailed case notes.

At the end of each session, you will be asked to complete a voluntary feedback survey which asks for basic demographic information, such as your age, gender and ethnicity. Any information that you provide will not be seen by the live chat volunteer you engaged with, and no personally identifying information is requested. This information is requested purely for monitoring and reporting purposes.

Safeguarding concerns

Please note that we may be required to report information should we believe a child or vulnerable adult be at risk of serious or immediate harm. If you make a disclosure and provide information that could lead us to identify your name and location, we have an obligation to record this information and provide it to the appropriate authorities.