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.

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). 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 Service Standards

Family Rights Group’s advice service is free, independent and confidential (but see our Confidentiality and protection of children and vulnerable adults policy for more information).

The information and advice in the Get help and advice section of our website is intended for guidance only. We make every effort to keep it up to date. But it should not be used as a substitute for legal advice. Or for individual advice about a case. Please note that all information is about the law in England only.

Our advice and advocacy service commitment to all users of Family Rights Group’s services

We aim to:

  • Always be polite to you
  • Treat you in a non-judgemental way
  • Make our services as easy to use as possible
  • Answer your query to the best of our ability
  • Respond to your feedback about our services whenever possible
  • Contact you within three working days to discuss any complaints you may have
  • Only collect data about you that is necessary for us to provide a good service and to keep any data we hold about you safely and securely (see our Telephony service data protection policy and our Advice forums privacy policy for more information).

Our service commitments to advice line callers

We aim to:

  • Answer your call within 10 seconds
  • Signpost you to appropriate sources of advice and information.

Our service commitment to users looking for advice by letter

We aim to:

  • Answer your letter within three working days.

Our service commitments to users looking for advice via our advice forums

We aim to:

  • Respond to forum requests for advice within three working days
  • Activate forum users’ accounts within one working day
  • Have a moderator presence on the discussion board five days a week.

Quality Standards

Family Rights Group’s telephone advice service is a member of The Helplines Partnership.

Helpline translation service

Family Rights Group is a member of Language Line and can provide access to an interpreter for non-English speaking callers.

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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.

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