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Safeguarding and confidentiality

The safety and wellbeing of our callers is incredibly important to us. Age UK's Silver Line Helpline uses a strict safeguarding policy to ensure we can do everything we can to protect the people who call us.

Age UK's Silver Line Helpline is a free, confidential telephone service.

This means that almost everything you discuss with the person you’re chatting with will stay between you and Age UK.

The only time The Silver Line will ever disclose anything discussed during a call is when there's a legal requirement to do so. 

We may also need to disclose something discussed on a call if we have reason to believe that there’s a safeguarding concern, such as the caller or someone else being at risk of harm. 

What happens when a safeguarding concern is identified?

If we hear something that’s a potential safeguarding concern during your call, we’ll do our best to discuss it with you and try to find a way to help keep you or others safe. However, sometimes it may be necessary to seek additional help to keep people safe.

In this case, we might need to speak to fellow volunteers, staff or the safeguarding team for advice on how best to help. On occasion, we may also reach out to another organisation to support you in getting any other help needed.

We take your safety seriously

Age UK's Silver Line uses a strict safeguarding policy to help keep our callers as safe as possible. Please refer to the Age UK website via the link below to learn more.

Read the safeguarding policy

More from Age UK's Silver Line

Your privacy

We are committed to protecting your privacy when you’re using our website or interacting with us online. Read our privacy policy to learn more.

Age UK’s Silver Line Helpline is the UK's only free, confidential, 24-hour helpline providing friendship for older people.


Last updated: Jun 15 2023

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