Your questions about using the NSPCC Helpline
We know that it’s not always easy to email us or pick up the phone. It’s perfectly natural to have questions about the service we offer or what happens when you talk to us about a child.
You can talk to an NSPCC Helpline advisor about any of these things but you may prefer to find the answer here first, before you call.
What sort of calls do you receive?
Will they know it’s me who has called?
What sort of information will I be asked for?
What if I don’t know the answer to a question?
Do I have to give any details about myself?
What if I have another question?
What sort of calls do you receive?
We deal with a range of calls about protecting children from harm. Many are about different types of child abuse as well as the possible warning signs. Others are more generally about a child’s welfare – for example, keeping them safe online or making sure they have the right contact with a parent who no longer lives with them.
Can I remain anonymous?
Yes, if you call us. Remember that your anonymity isn’t just about your name. It’s also about your relationship to a child. For example, if you don’t say who you are but do mention that you are a grandparent, you will have identified yourself to us. If you don’t remain anonymous, we may have to pass details onto the police or children’s services. We never share details with the family concerned. Find out more about remaining anonymous and the ways you can contact the NSPCC Helpline .
What if I’ve got it wrong?
It’s natural to worry that you might be mistaken – but what matters most is the safety of a child. Spotting children who are at risk is very, very hard indeed. Something you have seen could be the missing piece of the jigsaw – and without it we may not be able to protect a child. It’s vital that you trust your instincts.
That’s why we say it is everyone’s responsibility to protect a child. Very few people have the experience and expertise to know when a child is genuinely at risk. So when you call, you put your worry about a child into the hands of professionals. It’s no longer your responsibility – it’s ours. You can trust us to make the right decision on your behalf.
What happens when I call?
This is how your call might take place, step by step:
- An operator will answer, asking about the nature of your concern.
- They will explain our policy about remaining anonymous. You can also read more about this in the About the NSPCC Helpline section .
- You will be put through to an advisor. They will ask you to talk generally about the child’s situation.
- Based on what you know, the advisor will make a decision about whether the police or children’s services need to know.
- If they need to refer the case to the police or children’s services, they will ask you for some identifying details. See the kind of information you might be asked for .
- If the advisor decides a referral is not necessary, they will give you some advice about how you can help the child in future – by giving you signs to look out for, or about what support you might like to offer their parents or carers.
- You will always be in control of what you want to say.
Will they know it’s me who has called?
As long as you take steps to remain anonymous, we won’t be able to identify you to the police or children’s services. And we will never, ever say who has called if we happen to talk directly to the child or the family concerned. However, we can’t guarantee someone won’t infer that it was you.
How can I find out who called about me?
We can’t tell you the identity of anyone who has called about you, or any information that leads to their identity. It is also extremely rare for the courts to ask them to reveal their identity.
What sort of information will I be asked for?
If we need to refer the case to the police or children’s services, we will ask you for details to help identify the child. These could include the child’s name, address, school, GP or date of birth. You don’t need to know this information, but please give us as much as you know – a child’s safety may depend on it .
What if I don’t know the answer to a question?
That’s fine, we understand. You may simply have seen the child in question on the bus or other public place. But there may be information around this that can help. For example, if it was on the bus, what number was it? Where did the child board? All of these details can be useful in helping us to identify a child.
Do I have to give any details about myself?
No. It’s sometimes useful to know who you are but if we ask you there is no obligation to give us this information. You can also read more about this in the About the NSPCC Helpline section.
What if I have another question?
If you can’t find the answer here, please email us on help@nspcc.org.uk or use our feedback form. Otherwise, try the FAQs on your experience of the NSPCC Helpline service.
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Worried about a child?
You may be their only hope. Call the NSPCC Helpline now on 0808 800 5000
