Complaining about a helpline

The Helplines Association believe that anyone who contacts a helpline has the right to a service that is confidential and impartial, from people who are suitably trained and supported. All Full Voting THA members follow our agreed membership criteria and aim to provide a quality service to you.

However, if you are unhappy with the service you received from a helpline, The Helplines Association may be able to help you.

The Helplines Association can investigate complaints about helplines if

  • the helpline is a Full Voting THA member or is accredited to THA's Quality Standard AND
  • you believe the helpline may have broken one or more of our membership rules AND
  • you have followed the helpline's own complaints policy and are not satisfied with the result.

You can download The Helplines Association's membership rules below.

If you want to complain about a THA member helpline, contact us using our webform or call us on 0845 120 3767* or 020 7089 6321.

 

* The cost of calling 0845 numbers can vary according to your provider, your tariff and when you are calling. Check with your own provider for details. From BT domestic landlines the call may be free or may cost up to 7.6p per minute with a set up charge of up to 11.5p. From landlines on a standard BT business tariff with no special call package, calls cost 3.36p+VAT. Calls to 0845 numbers from mobiles cost considerably more so if you are using a mobile you may wish to call our alternative number +44 20 7089 6321. Costs correct as of 28 April 2011.

AttachmentSize
File 2001-10-23 Membership Rules.doc30.5 KB