How to contact us for advice

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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.

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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). For Textphone dial 18001 followed by the advice line number. 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.

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Advice and Advocacy Conflict of Interest Policy

Family Rights Group’s Advice and Advocacy service aims to always act in the best interests of the organisation and its users. Including when doing so may conflict with:

  • A personal interest
  • A financial interest, or
  • The interest of another organisation an adviser or manager may represent, are involved with, or were previously employed by.

What is a conflict of interest?

A conflict of interest is a situation in which a person’s professional and/or personal interests are working against each other. This can make it difficult for them to do their job fairly.

Even where there is no unfair treatment, a conflict of interest can make something look unfair. It can make someone doubt that a person can do their job properly.

Decision-making when there is a conflict of interest

Decisions about how to manage a conflict of interest within Family Rights Group’s Advice and Advocacy Service will be made by:

  • The Advice and Advocacy Service Director, or
  • Family Rights Group’s Chief Executive.

If necessary, the chair of the board of trustees will be consulted, and when needed, the board itself.

Conflict of interest with an advice and advocacy service user

When there is a conflict of interest between a Family Rights Group adviser and someone using the service (for example where the user is known to the adviser), the client will be referred to another adviser within the service. This will be recorded in our confidential case management system. And the case will not be discussed with the adviser with whom there is a conflict.

If the person using the service is not satisfied with this, Family Rights Group will signpost them to another suitable agencies who is able to either:

  • Able to provide them with advice they need, or
  • Is well placed to help them access a service that can.

Conflict of Interest between service users – advocacy

Where Family Rights Group is providing advocacy support as part of any funded advocacy project work, the following apply:

Family members

  • Where Family Rights Group is already providing a direct advocacy service to someone, we will not provide advocacy to another member of their family in relation to the same issue
  • Instead, any family member seeking advocacy support will be signposted to other relevant agencies who may be able to assist them.


  • Family Rights Group will provide advocacy support for couples only where:
    • They have been referred to a Family Rights Group advocacy project as a couple
    • Both individuals want to receive a service as a couple
    • And there is no conflict of interest between them.
  • If at any point it becomes apparent that a conflict of interest does exist, or should a conflict of interest subsequently arise, Family Rights Group will only offer a service to one of the couple.
  • Both individuals will be informed of that decision and Family Rights Group will try to find alternative support for the person who will not be offered a service /a continuing service.
  • Family Rights Group will consider the following in deciding who to offer any continuing service to:
    • Who has the greater care responsibility for the child
    • Who has Parental Responsibility
    • The nature of any incident that gave rise to the conflict
    • Who first approached Family Rights Group requesting a service as an individual.
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Our funding means we can currently only help 4 in 10 people

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