The LGBT Helpline takes confidentiality very seriously and all members of staff and volunteers work to a strict confidentiality policy. Nothing you say to a helpline volunteer or peer support facilitator will go beyond the LGBT Helpline service unless there is a genuine reason to believe that you might be at risk, that you might be a risk to others or that a minor or vulnerable adult might be at risk.
In these circumstances the LGBT Helpline National Co-ordinator will have to be informed of the relevant details and may have to contact someone outside of the service. In most cases you will be informed in advance about who is being contacted and why, and included in this process wherever possible.
Please be reassured that this is only in exceptional circumstances where there is a potential risk to yourself or others and/or where required by law.
If you ever feel that your confidentiality has not been respected or if there is any other aspect of the service which you are unhappy with please refer to our complaints procedure and notify us of the issue as soon as possible. We take all feedback as constructive and will act wherever possible to ensure the resolution of any issues and/or to prevent similar issues happening in the future.
The LGBT Helpline operates according to professional guidelines, policies and practices. If anybody wishes to make a complaint about the service that they received from the LGBT Helpline they are invited to partake in the following complaints procedure:
All users of the LGBT Helpline, including callers and peer support group members, who wish to make a complaint about the service they have received, are encouraged in the first instance to address their complaint directly to the member of the LGBT Helpline that the complaint concerns. If this proves unsatisfactory, or if they do not feel comfortable approaching the person directly, they should make their complaint to the LGBT Helpline’s National Co-ordinator by phone (01) 685 9280 or email to firstname.lastname@example.org.
If this is unsatisfactory you can contact the Chairperson of the LGBT Helpline Project by phone on (042) 932 9816 or by email to email@example.com.
All complaints will be dealt with in a strictly confidential manner.