Our Confidentiality Policy.

Maryam Support Line Confidentiality Policy

Purpose and scope

Maryam Support Line ("MSL") is committed to protecting the confidentiality and privacy of everyone who contacts us for support. This policy applies to our volunteers, the MSL team, and everyone who uses our services. It sits alongside our Privacy Policy, which explains how we handle personal information in more detail.

What we keep confidential

Everything you share during a call or other contact with us is kept strictly confidential.

  • We only ask for an email address so you can book a call. You can use a pseudonym, and you do not need to give your address, phone number or other personal details unless you choose to.

  • We do not record any calls or conversations.

  • Our helpline is for women aged 18 and over.

Call notes

After each call, the volunteer writes a brief, confidential note (a "call log"), such as the date, the general topic and any safety concern. This helps us support you safely and consistently. Call logs are stored securely, seen only by the volunteer who wrote them and MSL's founder, who oversees safeguarding, and kept for the period set out in our Privacy Policy.

When confidentiality may be broken

We will only share information without your agreement in rare cases: if someone is in immediate danger or poses a serious risk to themselves or others, or if the law requires it. In these cases, in line with our duty of care and legal obligations, we may contact emergency services, the police or social services. Where it is safe and possible, we will talk to you first.

How we protect information

  • We use secure channels for phone calls and online meetings.

  • Any personal information you choose to share is stored securely and protected under UK data protection law (UK GDPR and the Data Protection Act 2018).

  • Volunteers are trained to respect and protect the confidentiality of everyone who contacts us, including people who use a pseudonym.

Your rights

  • You have the right to confidentiality and to withhold personal information.

  • You have the right to know how your information is used, as set out in our Privacy Policy.

  • You can ask us to delete personal information you have shared, unless we need to keep it to keep someone safe or to meet a legal requirement.

Your responsibilities

  • Share as much relevant information as you feel comfortable with, so we can support you well.

  • Tell us straight away if you think confidentiality has been breached.

  • In an emergency, contact the emergency services on 999.

Volunteers' responsibilities

Volunteers must:

  • keep everything callers share confidential, and respect pseudonyms

  • never discuss callers or their details in public or unsecured spaces

  • complete a call log after each call and store it only in MSL's secure systems

  • follow MSL's safeguarding procedure if someone is at risk

Contact and review

Questions about this policy: salam@maryamsupportline.org.uk

We review this policy every year. Last updated: 10 November 2026.