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Privacy Policy and Cookies

ChildLine is committed to protecting your personal information. This page (together with our Terms and conditions for this site and our Cookies Policy) covers how we will process any personal information we collect from you or that you provide to us.

Who we are
ChildLine is a service of the NSPCC. The National Society for the Prevention of Cruelty to Children (NSPCC) is the UK's leading charity specialising in child protection and the prevention of cruelty to children. We have been protecting children from abuse for over 125 years.

The NSPCC is the only children's charity in the UK with statutory powers enabling it to act to safeguard children at risk.

NSPCC is a Registered Charity and it's charity number is 216401.
The NSPCC Trading Company Ltd. (registered Company in England & Wales no. 890446) is a wholly owned subsidiary and trades on behalf of the NSPCC. NSPCC within the context of this Privacy Policy means both organisations.

The NSPCC is registered as a data controller with the Information Commissioner for the United Kingdom, the Data Protection Registrar for Jersey and the Data Protection Commissioner for Guernsey.

  • Why we may collect your Personal Information

    You may at times be asked to supply personal information via the ChildLine website. Personal information is anything that enables us to identify you in some way, such as your name and an email address.

    If you supply such information, we are legally bound by the Data Protection Act 1998 to ensure that such information is only used for the purpose for which it was requested and also to ensure that the data is held securely.

    • ChildLine keep a record so you don't have to keep going over the same stuff every time you talk to us.
    • Records are kept on an electronic database unique to the NSPCC and ChildLine.
    • ChildLine/NSPCC keeps your records for 6 years.

    Information is kept for different periods of time dependant on what a child has told us and whether the information has identifying details.

    When someone stops contacting us, we keep the record for up to 2 years if the child or young person has not given full identifiable details.

    Where there are full identifiable details we keep the record for 15 years, this includes where we have contacted other agencies to help; where we have the full name and address and/ or  where we have had an agreed case managed contact.

    Where a child or young person tells us that they are or have been in care and gives full identifiable details we keep that record for 75 years as we are legally bound to do that.

    We always want to keep what you say to ChildLine confidential, but if we are very worried about your safety or the safety of others, we will talk to you about the need for other people to know. ChildLine will only take action if we feel it's an emergency and we would want to talk to you about this first.

    We may be able to give you copies of your records, as long as we can get enough information to identify you. Please read "Access your information" below.

    We also use the database to collect anonymous statistical information to help us improve NSPCC services. This can also involve sharing anonymous information with others to promote the NSPCC as a charity working with young people and raising funds.

  • Cookies

    We may collect and record information in order for us to understand more about how our site is used and in turn to make sure that the site meets your needs. To do this we may send cookies to your PC. If you do not want cookies to be stored on your PC it is possible to disable this function within your browser without affecting your navigation around the site. Find out more about cookies and how they are used on this site.

  • Survey

    Occasionally we may ask you to fill in questionnaires or surveys whilst online. The data collected by the questionnaire or survey will only be used for the purpose stated on the form.

  • Child Protection concerns

    If you are an adult and are concerned about a child please phone the NSPCC Child Protection Helpline: 0808 800 5000. Personal information provided to the Helpline will be held in accordance with the Data Protection Act 1998 for the purpose of providing the necessary services to you and to meet our statutory obligations.

  • Confidentiality

    The ChildLine website may include links to other sites, not owned or managed by the NSPCC. We cannot be held responsible for the privacy of data collected by websites not managed by NSPCC. Find out more about ChildLine’s confidentiality.

  • Who we share information with

    The NSPCC may from time to time need to use the services of an Internet Provider. For financial or technical reasons these may be sited outside of the European Economic Area. Use of data by the Internet Service Provider on behalf of NSPCC is regulated and safeguarded by both international procedures and legal agreements to comply with the requirements of the Data Protection Act 1998. In particular, we wish to ensure that data is adequately protected in the Provider's country of business, as obliged by the 8th Data Protection Principle.

  • Access to your information

    If you have ever contacted ChildLine, you can ask for a free copy of any personal information we have about you.

    It can take a while for you to receive your personal information, as we always need to make sure that records don’t fall into the wrong hands.

    It’s important to think about whether requesting your records is the right decision for you. Reading over a conversation you had with a counsellor in the past could be upsetting and might drag up things you would rather forget.

    If you decide requesting your records is right for you, please email your request to dataprotectionofficer@nspcc.org.uk

    You can also ask for your records by writing to: Data Protection Officer, NSPCC, 42 Curtain Road, London, EC2A 3NH.

    If it’s easier, you can call 0207 825 2971.

    When a young person contacts ChildLine, the record of what is said is always kept safe and confidential. This means we can only release records and personal details if you give us identifying information like your name, website username or password.

    If you request your records, please make sure you don’t change your nickname on the website – having a different nickname could make it harder to find your records.

    To help us make sure that we are giving personal information to the right person, we may need to get back in touch with you to discuss ways that you can confirm your identity to us. If you are now old enough to have your own passport or driving licence, we might ask you to send copies or scans. We may also need to discuss with you the best and safest way to send the information to you.

    It would help us find your records if you can remember details like:

    • How you contacted ChildLine (was it by phone, online chat or email?)

    • When you contacted us

    • If you gave us your full name, just your first name or a nickname

  • Notification of change of Privacy Policy

    Any changes to this policy will be notified by an icon being placed next to the 'Terms and Conditions' link on the ChildLine Home Page for one month after the change occurs.

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Privacy Policy and Cookies 

Accessibility

We want to make sure everyone can access the information provided on this site

We've put together a few tips and help for you. Please send us a message if you can't find what you're looking for. Or you have a suggestion of something we could include.

Using the keyboard instead of the mouse.
As well as using the tab key to navigate through the screen, the ChildLine website has special access keys:

Alt+S = skip navigation
Alt+1 = home
Alt+0 = accessibility information.

Is the text size too large or too small?
You can change your text settings through your browser options:

In Internet Explorer, go to View > Text size and select your desired text size setting (eg, larger, smaller).

In Firefox, go to View > Text size and increase/decrease using Ctrl and + or -

If you have a scroll wheel on your mouse, you can hold down Ctrl and scroll back or forth to increase or decrease the font size in both IE and Firefox.

Changing your computer screen settings
To change the size of the image shown on your screen on a PC running Windows 95 and upwards, go to Start > Settings > Control Panel > Display > Settings and change the desktop area by using the sliding bar.

On an Apple Mac, you can use the Monitor & Sound Control Panel to change the resolution.

Having difficulty with your keyboard or mouse?
You can fine-tune your mouse and keyboard settings under Start > Settings > Control Panel > Accessibility in Windows 95/98/NT/2000 and XP.

Skipping navigation for talking browsers and screen readers
For speech browsers, you can press Alt and S followed by Enter to skip navigation on our pages.

The site is W3C level A compliant.

 

 

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This page contains help and advice.  If you need to contact ChildLine please go to the Talk to us page

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