helpline 01494 601 400
enquiries 01494 601 300

helpline policies

Confidentiality policy for the epilepsy helpline

The philosophy of confidentiality of the epilepsy helpline service is paramount. Each member of the helpline team is responsible for ensuring confidentiality.

Anything discussed on the epilepsy helpline will be confidential between the you and the helpline service, not between you and the helpline operator.

All your information will be kept confidential unless:

  • you give your consent for the helpline service to pass on information to a third party

  • your email enquiry is relevant to another department within Epilepsy Society

  • 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 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 or email. Your comments or complaint may be seen outside the helpline but will be confidential within Epilepsy Society, 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

Making a complaint about the helpline

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.

You can:

  • contact the Education, Information and Support Services Manager by telephone to make a formal complaint;

  • put your complaint in writing to the Education, Information and Support Services Manager. This can be instead of, or as well as, your verbal complaint; or

  • access the ‘comments or complaints’ page on our website

If you wish to make a formal complaint in writing instead of, or in addition to, making a complaint by telephone, please write to the Education, Information and Support Services Manager, Epilepsy Society, Chesham Lane, Chalfont St Peter, Bucks SL9 0RJ, who will respond to you within seven working days.