We're not talking about your favourites from the biscuit tin!

We mean cookies which are small text files which are downloaded to and stored on your device when you visit a website. 

How we use cookies

Cookies are small text files which are downloaded to and stored on your device when you visit a website. Cookies are widely used by many website owners (for example, Chrome, Firefox or Internet Explorer) to provide you with a good experience while you browse, measure how popular their site is and how it is being used. This helps website owners to improve websites.

When you visit Childline, the pages that you see are downloaded to your device. At the same time a cookie is downloaded. Our site sends the cookie and uses the cookie number to recognise you when you return to Childline or go from page to page. Only the site that has sent a cookie can read it and use it. Our website uses cookies to recognise you when you return to Childline or as you move from page to page. They help us to provide you with a good experience when you browse our website, measure the effectiveness of the site and allow us to improve the website and the services we provide to children.

We use the following types of cookies on Childline:

  • Strictly Necessary cookies. These are cookies that are essential for the operation of our website and the service provided by Childline. They include, for example, cookies that let you log into your locker or contact Childline.
  • Analytical and performing cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by helping visitors to find what they are looking for easily, or helping us to provide you and other users of the site with content that is most likely to be relevant, interesting and helpful to you. Some of these cookies may be ‘third party cookies’ (see further details below explaining what these are and how you can manage them).
  • Targeting cookies. These cookies are used only when you play a YouTube video. YouTube can collect data about you and combine it with other data from other Google services in order to display advertising to web visitors across a broad range of their own and other websites.
  • utm_source, utm_medium, utm_campaign – Chatbot journey

    These codes or parameters are part of a web URL and we use them in the chatbot journey to understand the journeys website users are taking and where they’ve come from on the Childline website. They aren’t strictly cookies or tracking technologies and none of your personal information is captured. Nothing is stored on your device when you use our chatbot and these codes don’t give us access to your device. The parameters or codes expire when you close your browser session.


A cookie usually has:

  • The name of the server. This is the place where our website lives. This name will be given to cookie.
  • How long the cookie will last for.
  • An ID (usually a number).

Types of cookies we use

You can find more information about the individual cookies we use and why we use them below:

Strictly necessary cookies

Analytics and performance cookies

Targeting cookies

Third party cookies

Please note that the following third parties may also use cookies and these named third parties may include, for example, advertising networks and providers of external services like web traffic analysis services. These third party cookies are likely to be analytical cookies or performance cookies or targeting cookies: 

We use the following third-party cookies:

  • Google Analytics
  • YouTube
  • Crazy Egg
  • OneTrust
  • Optimizely

You can manage the use of these third party cookies through our Cookie Management Tool. You should also visit their privacy policies as shown in the drop-downs above for more information.

More info