Calling the Helpline

Who will I speak to?

Your call will be answered by one of our fully trained Helpline workers and volunteers .  Their role is to make sure that as many of the incoming calls, text messages and emails are answered quickly and to decide who the best person is to answer your enquiry.

Will my call be confidential?

All calls /emails and text messages are treated with strict confidentiality. No one will ever be told that you have contacted us, and no third parties will be contacted.

What if I'm worried about the cost of calling the Helpline?

If you are concerned about the cost of ringing the Helpline we have created a number of other ways to enable you to contact us – so that we can call you back.

• You can email us–  helpline@voiceuk.org.uk send us your name and phone number and we will call you.

• Use our Text service – on 07797800642 text your name and number and someone will call you back.

Or you can just call us and ask us to call you back – we will be happy to.

Will the number show up on my phone bill?

The Helpline number will not show up on BT landline phone bills. If you have another service provider you will need to check with their customer services team. 
     
 
My hearing isn’t very good on the phone what should I do?

The Helpline volunteers are trained to use MSN messenger, text messages and emails.

Is it free from a mobile?

Unfortunately calls are not free from any mobile but the Helpline is a Freephone number from any landline or public telephone.
Calls to the Helpline made on Orange, Virgin and 3 networks do not show up on your phone bill. Other networks are also working towards this, but you will need to check with their customer services team if you are concerned.
Remember we can call you back so you do not need to worry about the cost

WEBSITE

You can also contact us via our website using our enquiry form and ask us to call you  at a convenient time – the form is located on the Helpline page.

  www.voiceuk.org./inquiryform 
  
Does the Helpline have a voicemail service?

Yes, but you will only go through to voicemail when call volumes are high. If you're put through to voicemail during a busy time, you will be invited to leave a message to be called back with a safe time to do so if appropriate. Voicemail messages are checked every half an hour. When returning a call, the Helpline won't leave a message as this may jeopardise your safety.

Will you keep records about me?

Yes, we keep records of all our calls in case we need to use them at a later date. We record what is said about your situation, as well as any identifying details given. The records are completely confidential and never passed to third parties, unless at your request.

Can I see the records you have about me?

Under the Data Protection Act, you have the right to see personal information that VOICE UK holds about you, subject to certain exemptions. A person with parental responsibility can also request access to their child’s personal information, although this request may not be granted, especially where the child is old enough to make up their own mind as to who should see their personal information. You are not entitled to see information about anyone else. To see your records, write to:


Administration Manager
VOICE UK
Room 100-106
Kelvin House
RTC Business Park
London Rd
Derby
DE24 8UP

You should give details such as names and addresses and explain what information you are looking for.
If you believe that VOICE UK is holding information about you that is incorrect you can ask us to review it. Again, write to our Senior Project Manager at the above address. If our information is wrong, we will correct it.
 
How do I comment or complain?

If you want to make a complaint about the service you have received from the VOICE UK Helpline please email us at and your complaint will be passed on to the appropriate team. Alternatively, you can write to:

Senior Project Manager
VOICE UK
Room 100-106
Kelvin House
RTC Business Park
London Rd
Derby
DE24 8UP

We will reply within 28 days. You can help us to reply sooner by giving us as much information as possible about the nature of your complaint, and your contact with us.


If you can’t find the answer you are looking for above, please email us at voice@voiceuk.org.uk