FAQs
THE HELPLINE
What is the phone number and when are you open?
The phone number is 0800 028 2233. The helpline opening hours are:
Monday: 9am–10pm
Tuesday: 9am–10pm
Wednesday: 9am–10pm
Thursday: 9am–10pm
Friday: 9am–10pm
Saturday: 12 noon–8pm
Sunday: 12 noon–8pm
Is the helpline confidential?
You don’t have to tell us your name or where you come from. All calls to the helpline are confidential, unless a child is in danger or at risk of serious harm. In these cases, we have a duty to pass on this information to ensure the safety of the child.
If I call the helpline, will it show up on my phone bill?
No, the number will not appear on your phone bill and we don’t keep a record of your phone number.
If I need to call more than once, can I speak to the same person?
If you feel that you need one-to-one support with someone, we can arrange times for you to call so you can speak to a specific call-taker each time.
THE EMAIL SERVICE
What is the email address?
The email address is parentlinescotland@children1st.org.uk.
Can I email you anonymously?
The easiest way to maintain anonymity is to create a free email address specifically for contacting us. You can do this by visiting websites such as Yahoo Mail or Hotmail.
Are my emails confidential?
All emails are confidential unless we feel that there is child is at risk of significant harm.
Will my messages always be answered by the same person?
Your emails will not necessarily be answered by the same person. We have a team of trained call-takers who answer emails as they come in.
