How You Can Contact Us

Calling our helpline

When you call our main helpline (0333 344 1012), we collect Calling Line Identification (CLI) information. This is the phone number you are calling from (if it’s not withheld). We hold a log of the phone number, date, time and duration of the call, but do not audio record the call itself. We hold this information for 90 days.

We use this information to understand the demand for our services and to improve how we operate. We may also use the number to call you back if you have asked us to do so, if your call drops, or if there is a problem with the line. We may also use it to check how many calls we have received from it.

We don’t audio record any calls, but we might make notes to help us answer your query. Other Conviction staff may also listen in during your call for training or quality assurance purposes.

We use a translation service provided by Language Line Limited for service users when English is not their first language. We don’t retain call scripts and neither do Language Line. It is processed live for the purposes of translating the call.

We also hold statistical information about the calls we receive for a number of years, but this does not contain any personal data.

Social media

We use a third-party provider, Hootsuite, to manage our social media interactions. If you send us a private or direct message via social media, it will be stored by Hootsuite for three months. It will not be shared with any other organisations.

We see all this information and decide how we manage it. For example, if you send a message via social media that needs a response from us, we may process it in our case management system as an enquiry or a complaint.  When contacting Conviction through a social media platform, we suggest you also familiarise yourself with the privacy information of that platform.

Live chat

We use a third-party provider, HubSpot, to supply and support our live chat service.

If you use our live chat service we’ll collect the contents of your live chat session and if you choose to provide it your name and email address. HubSpot retains this data for us for 90 days.

Emailing us

We use Transport Layer Security (TLS) to encrypt and protect email traffic in line with government guidance on email security. Most webmail such as Gmail and Hotmail use TLS by default.

We’ll also monitor any emails sent to us, including file attachments, for viruses or malicious software. You must ensure that any email you send is within the bounds of the law.