How to contact us for advice

Find out more

Telephone Handler
Close form

Our advice service

We provide advice to parents, grandparents, relatives, friends and kinship carers who are involved with children’s services in England or need their help. We can help you understand processes and options when social workers or courts are making decisions about your child’s welfare.

Our advice service is free, independent and confidential.

Telephone Handler

By phone or email

To speak to an adviser, please call our free and confidential advice line 0808 801 0366 (Monday to Friday 9.30am to 3pm, excluding Bank Holidays). Or you can ask us a question via email using our advice enquiry form.

Discuss on our forums

Our online advice forums are an anonymous space where parents and kinship carers (also known as family and friends carers) can get legal and practical advice, build a support network and learn from other people’s experiences.

Advice on our website

Our get help and advice section describes the processes that you and your family are likely to go through, so that you know what to expect. Our webchat service can help you find the information and advice on our website which will help you understand the law and your rights.

Exit
Family Rights Group
Cover Your Tracks
Generic filters
Exact matches only

Confidentiality and Protection of Children and Vulnerable Adults Policy

Family Rights Group has significant contact with families. We have a rigorous recruitment strategy. This includes Disclosure and Barring Service checks for all staff and contractors.

Confidentiality is normally assured to anyone who contacts us, including anyone seeking advice or advocacy.

Family Rights Group staff will only pass on personal information to statutory agencies with the direct permission of the client. This will usually be requested in writing, unless it is agreed there is a matter of urgency and then verbal permission will suffice. Written confirmation will then be sought as soon as possible. Statutory agencies include children’s services departments and the police.

Family Rights Group will only pass on personal information to other charities and voluntary sector organisations, who may be able to provide a client with additional advice and support, with the direct permission of the client. This permission can be verbal or in writing. Family Right’s Group’s voluntary sector referral partners include Become, Family Action and Help on Your Doorstep.

There are two exceptions to this general principle:

1. Children

If information is disclosed, or a situation arises, which causes any person carrying out work for Family Rights Group to think that a child is suffering, or is likely to suffer, significant harm and that the relevant statutory agencies are unaware of this information then the worker will encourage the client to pass this information to the relevant statutory agency.

But where:

  • It is impossible for the worker to progress the discussion with the client about passing on this information or
  • It is not considered to be safe to discuss this with the client or
  • The client is unwilling to pass on this information themselves

then a decision needs to be taken whether to break confidentiality and inform the relevant agency.

This must be discussed between the worker and their line manager, or if they are not available, with another member of the management team. Final decisions about breaking confidentiality will be made by a member of Family Rights Group’s safeguarding management team. The only exception will be in an emergency where there is immediate threat to life or limb. We will create and maintain a record of the discussion.

2. Adults

If any person carrying out work for Family Rights Group has reason to believe that another adult is at significant risk of serious harm, then that worker will encourage the client to pass this information to the relevant statutory agency. Where:

  • It has not been possible for the worker to progress the discussion with the client about passing on this information or
  • It is not considered to be safe to discuss this with the client or
  • The client is unwilling to pass on this information themselves

then a decision needs to be taken whether to break confidentiality and inform the relevant agency.

This must be discussed between the worker and their line manager, or if they are not available, another member of the management team. Final decisions about breaking confidentiality will be made by a member of Family Rights Group’s senior management team. The only exception would be in an emergency where there is immediate threat to life or limb. We will create and maintain a record of the discussion.

Arrangements for the retention and storage of documents and records relating to clients is detailed in Family Rights Group’s:

People pie chart

Our funding means we can currently only help 4 in 10 people

Your donation will help more families access expert legal advice and support from Family Rights Group.

Donate Now