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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 or if we are concerned that you or a child are at risk of harm.

Our data protection procedures

Responding to your enquiry

We use the information you provide to us over the phone, by email, in our website contact form or on webchat to help us answer your enquiry.

If you contact us by email, we will keep your email until we have responded to your enquiry. If you contact us via our website contact form, this is automatically forwarded to our email inbox where we will keep it until we have responded to your enquiry. We aim to respond to all email and website contact form enquiries within five working days.

The webchat software we use on our website is provided by Click4Assistance, a 3rd party UK based software company. Information regarding how the data is processed and stored can be viewed on the Click4Assistance website.

Some phone calls may be recorded for training and monitoring purposes. We will always ask for your permission before recording a call.

Remote working

While working out of the office due to the coronavirus pandemic, our helpline advisers are all working from private, secure and confidential spaces. They also use headsets to further protect your privacy.

All notes related to enquiries are stored on our secure server with restricted access.

After your enquiry is complete

We will record your name and contact details (if you have given them to us) in our secure database. Our database is password protected and saved on a secure cloud-based server hosted by FileMaker.

Your contact details will be kept for seven days after your enquiry is completed. We also keep any email correspondence, website contact forms and transcripts of webchats for seven days after we have completed your enquiry. This is so that we can get back in touch with you in case you do not receive our response to your enquiry or any follow-up information and we need to send it again.

Seven days after your enquiry is completed we will permanently delete:

  • your name and contact details from our database
  • any email correspondence and website contact forms from our inbox
  • any transcripts of webchat conversations from our webchat software.

If you gave us permission to record your call for training and monitoring purposes, the recording will be stored securely and will only be accessible by the helpline advisers. The recording will be deleted within seven days.

To help us to keep children safe, in some situations we will keep a record of your personal information, the child’s personal information and some notes about the situation in our secure database until one year has passed since our last concern about the child. We do this in situations where:

  • there is a child protection concern (we are concerned that a child is suffering, or at risk of suffering, significant harm from abuse or neglect)
  • there is a current concern about a child’s safety or health
  • there is a concern that if a situation persists or remains unresolved, it could become a child protection matter.

Information used for reporting

We also record anonymised information about your enquiry on our secure database as this helps us report to our funders and provide information to other people about issues raised on the helpline. We do not keep any identifying information about you or the child or young person you contacted us about beyond the time limits described above, and this will never be included in reports we produce.


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.

Making referrals

If we think there are other organisations that may be able to help you, normally we will give you their contact details 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

When you contact us, we may send you an evaluation form by post, or a link to an online version of the form. 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 about your responses, we will get in touch 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 website or shredding the paper form.

If you give permission for us to send you a follow-up survey we will record your contact details in a password-protected spreadsheet on our secure server and delete them from the online survey website or shred your paper form. Once we have sent you the follow-up survey we will delete any record of your contact details.

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 how you would like us to use your personal information – 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.

If we have agreed to make a referral to another organisation on your behalf, you can also change your mind about this. Again, just contact us using one of the ways listed above. We will either not pass on your information, or if we have already made the referral, we will contact the organisation we have passed your information to and ask them to delete the information we have provided.

If you have any concerns or complaints about how we are using your personal information, please follow our Complaints procedure.

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.

Google will store and use this information. Google’s privacy policy is available at: www.google.com/privacypolicy.html.

Contact the Enquire Helpline on 0345 123 2303

Our helpline is closed today. Visit our Contact page to get in touch by email.