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The Enquire helpline privacy statement

This statement explains what personal information we collect about you if you contact the Enquire helpline, what we use it for, how long we keep it, and how we keep it safe. It also explains how you can ask us to remove or change the personal information we hold about you.

Who are we?

The Enquire helpline team provide advice and information about additional support for learning in Scottish schools to parents, carers, professionals, children and young people.

Enquire is managed by Children in Scotland. Personal information collected by Enquire is covered by the Children in Scotland privacy policy, but we have set out below in more detail what we do with your information when you contact the Enquire helpline.

Our data protection promise

Enquire will never use your information for any reason other than responding to your enquiries, unless you give us consent to do so.

Our data protection procedures

Responding to telephone enquiries

We use the information you provide us over the phone to help us answer your enquiry. We take notes on paper call recording forms. At the end of each working day we shred the call recording forms of completed enquiries.

If your enquiry takes longer than one day to complete, we store the call recording forms in a locked drawer and shred them at the end of the day on which we complete your enquiry.

We record information about your enquiry on our enquiry database as this helps us report to our funders and provide information to other people about issues raised on the helpline, but we do not record any information about you or your child, so neither you nor your child can be identified from the record.

Responding to email enquiries

We use the information you provide in your email enquiry to help us answer your enquiry. We keep your enquiry in our email inbox until we have responded to it (usually no longer than five working days).

Once we have responded to your enquiry, we keep your email and our response for up to ten working days, just in case you do not receive our initial response and we need to send it again.

After a maximum of ten working days, we delete your email and our response.

We record details of your enquiry on our enquiry database as this helps us report to our funders and provide information to other people about issues raised on the helpline, but we do not record any information about you or your child, so neither you nor your child can be identified from the record.

Responding to website enquiries

The information you provide through the enquiry form on our website is forwarded immediately to our email inbox. This information is also retained on the website for no longer than seven days before it is automatically deleted.

We use the information you provide through the enquiry form to help us answer your enquiry. We keep your enquiry in our email inbox until we have responded to it (usually no longer than five working days).

Once we have responded to your enquiry, we keep your email and our response for up to ten working days, just in case you do not receive our initial response and we need to send it again.

After a maximum of ten working days, we delete your email and our response.

We record details of your enquiry on our enquiry database as this helps us report to our funders and provide information to other people about issues raised on the helpline, but we do not record any information about you or your child, so neither you nor your child can be identified from the record.

Making referrals

Normally we give you the contact details of other organisations which may be able to help you, so that you can contact them yourself. We only give your contact details to other organisations if you have asked us to or have given us permission to do so.

Evaluating the service

Whenever we send you information, we will send you an evaluation form or a link to an online survey. On the form we give you the option to provide your contact details if you would like us to get back in touch with you about your responses or if you agree to us sending you a follow-up survey a few months later.

If you ask us to contact you again about your responses, we will contact you within five working days of receiving your form. Once we have contacted you, we will remove any record of your contact details by deleting them from the online survey or shredding the paper form.

If you give permission for us to send you a follow-up survey we will record your contact details electronically and shred your paper form. Once we have sent you the follow-up survey we will remove any record of your contact details

Reporting concerns

Everything you tell the Enquire helpline will be treated in the strictest confidence unless we are concerned that a child, or you, are at risk of harm. If we are concerned about your, or a child’s, safety, and do not feel that you are able or willing to take action to prevent harm, we may need to pass on your personal information to the police or social work without your permission.

What if you change your mind about how you would like us to use your personal information?

You can change your mind at any time about allowing us to contact you again – for example, if decide you would prefer us not to contact you for feedback on our service. Just call our helpline on 0345 123 2303 or email us at info@enquire.org.uk and we will delete your contact details from our systems immediately.

You can also change your mind about us passing on your information to other organisations. Again, just contact us using one of the ways listed above, and if we will either not pass on your information, or if we have already made the referral, contact the organisation we have passed your information to and ask them to delete any information we have provided.

How do we keep your information safe?

We keep any information you have agreed we can keep in a password-protected database that only the Enquire team can access.

We store any paperwork relating to ongoing enquiries in a closed folder in the designated helpline room and keep the folder in a locked drawer outside office hours. We shred all paperwork relating to completed enquiries at the end of each working day.

Website cookies

Enquire uses Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website.

Contact the Enquire Helpline on 0345 123 2303

Helpline open today 9.00am - 4:30pm.