Privacy and Cookies

At Call4Backup we are committed to protecting your privacy. The purpose of this statement is to explain how Call4Backup processes your data, whether you are using our service, interested in volunteering, making a donation or just browsing our website.

Call4Backup is an online-based organisation that provides a support service via phone, text and email. This is successful by not having any commercial premises for our trustees or volunteers reducing the overheads. Our volunteers work from home providing a direct line to provide active listening and signposting to service users.

Call4Backup takes appropriate technical and organisational measures to keep your data safe. We do use “cloud-based” applications to process some types of personal data and data may be stored outside of the European Economic Area. Where this happens we ask our suppliers to provide evidence that they have the appropriate measures in place to make sure that your data is secure.

As the service we provide changes, we may need to alter our privacy statement on the website. If you have any queries about this statement please contact the Data Protection Office at Call4Backup, International House, 24 Holburn Viaduct, City of London, EC1A 2BN or email at


If you use Call4Backup’s service

Our service is designed so that the volunteer can see your phone number or email address when you contact us. If we need to look into a call or series of calls (for example if you make a complaint), we can also see calls made to Call4Backup on our central system. Please be aware that your telephone number will be visible if you contact Call4Backup as it may be required if we need to call you back if we get disconnected or if we have serious concerns about you or another and may pass the details onto the authorities. Your number or email address may be used to take action if your call is inappropriate or abusive. All our volunteers are aware of the protecting your data and any compliant in relation to this can be addressed by looking at the “If you want to complain” section below.

If you continue calling us for some time, we may keep information you’ve given us to help us know it’s you when you call again and so we’re up to date with your situation. This is so we can offer you a better service. We share this information within Call4Backup, because we work as a team to provide you with the best possible support. We’ll never pass any of this information on to any other organisation, except in certain situations:

-You directly ask us to pass on information about you to someone else

-We are working in partnership with another organisation and you have given consent for your information to be share.

– We call an ambulance if during the course of a contact if it appears that you are not able to make a decision for yourself.

– We receive a court order requiring us to share information

– We receive a call about acts of terrorism or bomb warnings

– You threaten the safety of our volunteers or the delivery of our service, for example by making it difficult for other people to get hold of us.

We also record some statistical information, to report on and improve our service. This includes information such as gender, and how distressed you were. This information never reports about specific people. We do record your phone calls to the helpline but the recorded calls will only be used for training, support or research purposes. Recorded calls will also be reviewed as part as a complaint against any of our volunteers.

If you call our helpline and are unable to be connected to a volunteer you will be invited to leave a message. This message, which includes your contact details, will then be sent to all the on duty volunteers for them to make contact back with you or send a text inviting you to call back.

We may contact you to offer our support if you are referred to us by another organisation or individual. Once we have contacted you we will destroy your contact details, unless you agree to further contact – in which case we will, with your consent, keep the contact details.

If we believe you are abusing our service, we may get our system to block your calls or messages from getting through. If this happens you are entitled to appeal against this decision by contacting us via the means in the “If you want to complain” section below.

If you threaten our volunteers and we bar you from our service we may report your abuse to the police and inform all our volunteers of your details in order to prevent our staff falling victim to further abuse.

If you want to complain

Call4Backup aims to support our callers to the highest possible standard at all times. To help achieve this, we encourage anyone who is not completely happy with the service they have received to let us know immediately by the contact details below. All complaints will be investigated fully.

It is important that you give as much information as possible in order to fully investigate your complaint. Your information will not be passed on to anyone outside of Call4Backup. So we can effectively handle a complaint, we will in most cases need to involve the need for one of the Trustees to contact you directly. This is done with your prior consent, so that we resolve the complaint.

It is our aim to resolve a complaint within 14 days of receiving it. In some cases, this isn’t possible but we will do our best to resolve it as soon as we can.

If you have any questions or wish to add information concerning your complaint, please contact a Trustee Member on +44(0)844 58 999 57 or email Please be aware that your telephone number will be visible to the Trustee Team and may be logged for administrative purposes.

If you would like to volunteer with Call4Backup

Call4Backup will respect your privacy as a paramount and processes volunteer data in the following ways:

If you contact Call4Backup about volunteering

If you are interesting in volunteering with call4Backup, you will be asked to give us your personal details. Most people contact us through our website (, however you can also enquire via the telephone, post, email, or at events.

We ask for information about age, disability, gender, employment status and ethnicity to help us with equal opportunities monitoring. You are not required to give us this information, but by choosing to do so you consent to the processing of this information by us.

Call4Backup may be required to do checks on those applying to be volunteers. This may include asking for information from your referees and via the criminal records disclosure. Information about you from a third party will only be used with your knowledge.

The information provided will be used to make a decision about whether you will be accepted as a volunteer to begin mock call training.

Volunteers will be asked to complete a 2-3 hour course provided by free of charge and provide their “Learner Record” in order to be a successful applicant. They will then be required to take training calls before being allowed to provide helpline support for between 2 and 8 hours a week in blocks of no more than 4 hours dependant on what the volunteer can offer.

Full guidance and training will be provided to Volunteers via the phone from one of the Trustees as well as a requirement to attend, at the volunteers convenience, a Mental Health First Aid seminar within the first year of being a volunteer.

Sharing information outside of Call4Backup

Call4Backup will keep your personal information confidential, unless we are required to disclose it in connection with a police investigation and/or we have reason to believe that you may present a risk of harm to yourself or others.

If you donate to Call4Backup or purchase from our shop

When you donate money to Call4Backup, we may collect and process information about you. This information may include your financial details, name, email address, postal address, telephone or mobile number or date of birth. Some of this information may come from external sources.

ONLINE – When you make a donation or payment online it is likely that the donation will be via PayPal, Virgin Money Giving or Just Giving websites (separate privacy statements apply) and that the purchase will be via a PayPal shopping cart, please refer to PayPal’s privacy statement in relation to this. We also use Fundrazr to collect fundraising on behalf of our fundraisers and this also uses Paypal, again please refer to PayPal for their privacy statement.

MOBILE – You may make your donations via the mobile text service provided by Vodafone’s JustTextGiving, please refer to the service provider for thier privacy statement.

IN PERSON – You can donate directly at one of our events or via a number a charity tins allocated to fundraisers and this can be done anonymously.

We are required by the Data Protection Act 1998 to ensure that any personal information you supply to us is only used for the purpose for which you provided it. When we request your personal information, if we tell you we will use it for a specific purpose, then we will only use it for that purpose.

Where you have given us permission to contact you, we may employ another organisation to contact you on our behalf. Such an organisation may for example include a fundraising agency, and will always be calling solely on our behalf.

From time to time, Call4Backup shares some donor information with other charities providing you have given consent for us to do so. We make sure that this is done safely and securely and done within with our own policies.

If your personal details change, please help us to keep your information up to date by notifying us by contacting one of the Trustees via the Contact Us page on the website. You can ask us to stop contacting you at any time by emailing us the same way.

Research at Call4Backup

Call4Backup may undertake research into suicide and self-harm, effective ways of providing support to people in distress and the needs and experiences of people using our services. We will use this to inform the development of our service and our work to influence government policy.

Call4Backup may conduct research that involves contacting and collating information from current or past callers, volunteers and members of the general public. This will be carried out by Call4Backup staff or volunteers but may be conducted by external research teams that are supported or commissioned by the charity.

Informed consent is required for all activities that involve contact between researchers (whether Call4Backup staff or from an external institution) and research participants. This means that participants must be fully informed about the project, including how any data provided will be used and the degree of anonymity and confidentiality provided, before agreeing to take part and must provide written consent.

All electronic and hard copy data collected during research will be stored securely and be accessible only to designated researchers and for the purposes of the research.

Complaints about research should be directed to the researcher leading the project or to Policy and Research at Call4Backup, 19 Sunnybank Close, Leigh-on-Sea, Essex SS9 5SP.

Using our website

Do we use ‘Cookies’ ?

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Almost all websites use cookies to ensure that you can interact with our website successfully.

Our cookies help us:

– Make our website work as you’d expect

– Improve the speed/security of the site

– Make our services more efficient

– Save you having to login every time you visit the site

We do not use cookies to:

– Collect any personally identifiable information (without your express permission)

– Collect any sensitive information (without your express permission)

– Pass data to advertising networks

– Pass personally identifiable data to third parties

– Pay sales commissions

Third party cookies


If you choose to donate or make a purchase from our shop Call4Backup use PayPal as it’s merchants, a number of cookies are placed on your machine to allow the transaction to go ahead. These are managed by PayPal.

You can find out more about PayPal’s privacy policy  on their website

Removing cookies

If you want to prevent our cookies being stored on your computer in future, you may do so by referring to your internet browser’s instructions.

Right of subject access

You have the right under the Data Protection Act 1998 to ask for a copy of the information we hold about you and to have any inaccuracies in your information corrected. If you wish to make a subject access request we will ask you to:

– Put the request in writing for the attention of the Data Protection Officer, at Call4Backup, International House, 24 Holburn Viaduct, City of London EC1A 2BN.

– Provide proof of identity including your name and postal address. If you are using the helpline, we will ask you for information about your contacts to Call4Backup and to provide a copy of the telephone bill for the number you use to make calls to Call4Backup.

– Pay a fee of £10

For your information we will only send a response to a subject access request to you by registered mail at a postal address.

You should also note that if we are unable to verify your identity, for example if you contact the service anonymously or use a different name to do so, it may not be possible to provide you with the information requested.