0800 Phone Line Policy

The Prince's Trust provides a range of programmes to help young people get into work, education and training. Young people, families and agencies can speak to a Prince's Trust advisor by ringing our free phone number 0800 842 842

1.   What can I expect from The Prince’s Trust 0800 Phone Line?

The Prince’s Trust advisors can:

  • provide information about The Prince’s Trust programmes
  • support you to apply for a Prince’s Trust programme
  • put you in touch with other services which may be able to help you

 

2.   Confidentiality

Anything discussed on The Prince’s Trust phone line will be confidential between the caller and the phone line service. All information will remain confidential unless:

  • the caller gives their informed consent for the  phone line service to pass on information to a third party

Or

  • a situation where we are required by law to break confidentiality. Wherever possible a caller will be informed of our decision about passing on their details to third parties.

 

Confidentiality refers to all communication including e-mail, letter and text.

The 0800 phone line staff have the ability to see a caller’s telephone number (unless 141 is used prior to the call). However this information will not be recorded without your permission.

The service does from time to time monitor calls for training purposes but the caller will be informed at the beginning of the call.

 

3.   Equal opportunities

 

4.   Diversity and equality

 

5.   Feedback

If you have used our 0800 phone line services recently, we would welcome your feedback, good or bad. This will help us to improve what we do. The information will remain confidential unless you give us permission to use your responses.

We will acknowledge your feedback within 3 days of receiving it, and respond to you within 10 working days.

How to provide feedback:

You can contact the Head of Quality using the following methods:

  • phone: 0207 543 1234
  • email
  • online
  • post: The Prince's Trust,
    Prince's Trust House,
    9 Eldon Street,
    London
    EC2M 7LS

6.   How to contact the 0800 Team for Programme Enquiries

  • Speak to a Prince’s Trust advisor by calling 0800 842 842 option 1 (9am – 5pm Monday to Friday)

Calls are free from all landlines but there is a charge for mobiles. Check with your supplier first. If you ring us from your mobile, please ask us to ring you back.

  • Text “Call me” to 07983 385418 and we will call you back within 1 working day.
  • Send us an email and we will reply within 2 working days.
  • Write to the 0800 Team, 
    The Prince's Trust,
    Prince's Trust House,
    9 Eldon Street,
    London
    EC2M 7LS
    and we will reply within 5 working days of receiving your letter.

 

7.   Handling abusive, inappropriate or difficult callers

The Prince’s Trust does not expect any of its phone line staff to put up with unacceptable behaviour from callers, and they have the right to end the call.