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Helpline policies
Confidentiality policy for the epilepsy helpline
The philosophy of confidentiality of the epilepsy helpline service is paramount. Each member of the helpline staff is responsible for ensuring the confidentiality of callers and helpline workers.
Anything discussed on the epilepsy helpline will be confidential between the caller and the helpline service, not between caller and helpline worker.
All information relating to callers will be kept confidential unless:
- the caller gives their informed consent for the helpline service to pass on information to a third party; or
- unless the law requires disclosure, as in the Prevention of Terrorist Act 2000, in which any information relating to a threat of terrorism is passed to the policy of terrorism hotline.
Equal opportunities policy for the epilepsy helpline
The epilepsy helpline acknowledges and accepts differences in society and ensures its commitment to equal opportunities to those using the service.
The epilepsy helpline provides a service sensitive to the needs of all likely callers and will respect their backgrounds in relation to age, gender, race/culture, physical and mental disabilities, religion and sexual orientation.
Comments or complaints
We do want to hear from you
If you have contacted us recently, we would very much appreciate it if you could give us some feedback on your most recent call.
We will keep all your comments confidential and anonymous, unless you give us permission to use your responses.
We aim to provide the best service we can. Your comments will help us develop the service to ensure that it meets the needs of all our callers.
> Submit your comments or complaints about the Helpline
How to make a complaint
The views of our callers are very important to us and we take any negative feedback seriously. If you are unhappy with any aspect a call we would like to hear from you and appreciate the opportunity this gives us to learn and improve the service we are offering.
Making a complaint about the Helpline
A caller can:
- contact the Helpline Team Leader by telephone to make a formal complaint;
- put their complaint in writing to the Helpline Team Leader. This can be instead of, or as well as, their verbal complaint; or
- access the ‘comments or complaint’s’ on the website
When the caller wishes to make a complaint in writing
A caller may wish to make a formal complaint in writing instead of, or in addition to, making a complaint by telephone. In this instance:
- the Helpline worker gives the full contact details for the Helpline Team Leader (Epilepsy Society, Chesham Lane, Chalfont St Peter, Bucks SL9 0RJ)
- the Helpline Team Leader will investigate the complaint and sends a written reply to the caller within seven working days of receiving the written complaint. The letter informs the caller of any action taken in response to the complaint, or reasons why no further action has been taken. The letter also includes the opportunity for the caller to put their complaint to the Director of Fundraising and Marketing or the Chief Executive if they feel the matter is not resolved, who will respond within seven days, this response will be final.
