If you are deaf or have a hearing impairment, you can also access our services via a service called Next Generation Text Service. Telephone interpretation services are also provided in alternate languages through ClearVoice on the National Gambling Helpline.
If you are in crisis, or our service is unavailable, you can contact Samaritans on Calls to the National Gambling HelpLine are free from landlines and mobile phones within the UK and do not appear on itemised bills. Calls from BT phone boxes are free, however some other public phone operators may charge you to call. You will be talking to a GamCare Adviser who is trained to listen and help people affected by problem gambling. The Adviser will listen to you carefully and encourage you to talk about your concerns.
Sometimes just telling someone can be a relief, and it is an important first step towards dealing with the problem. The Adviser can also connect you with GamCare treatment services across Great Britain, either face-to-face, online or over the phone. If you have a friend or family member affected by a gambling problem, the Adviser can suggest ways you can support them and encourage them to seek help.
We can also help you deal with the effects of their gambling on your own life. We provide 24 hour support. If all our Advisers are busy, you can leave a message including your name and a number you are happy for us to call you on. We will then call you back when an Adviser is available, or at the time you have specified if possible. Confidentiality means not sharing information with anyone else about what you tell us.
Whatever you say will be just between you and GamCare, unless you request otherwise in writing. You can feel safe talking to us, knowing that we will not pass on personal information without letting you know. Calls and chats will be recorded to ensure we can monitor the quality of the service we provide and keep you safe. Call recordings are deleted after 28 days, and a copy of each chat is stored in our secure database.
Our Advisers work to a standard code of practice, which includes strict confidentiality within the team. Advisers need to discuss their work with their supervisor, and may need to pass information to their colleagues to ensure we are providing the most appropriate help, but no information about callers is disclosed to third parties outside GamCare without your consent, except in the circumstances stated above.
Freephone numbers do not usually appear on itemised telephone bills. Please note that if someone else uses the last number redial function on your telephone after you have spoken to us, this will dial us again. We recommend that you find somewhere quiet and private to call from if you want to discuss personal matters in depth. For further information on confidentiality and Data Protection please see our privacy notices. We will not be able to see your location, and no, you need not say who you are at all, but you may wish to do so.
If you decide to be referred for free GamCare treatment, we will need to take some personal details from you. This will be explained during the your call or chat. Some callers only contact us once, however some people may need to contact us again or we may suggest a call back from one of our team. We are sometimes just the beginning of a journey to recovery, and if you feel you need to speak with someone about your gambling issue more frequently we are also able to signpost to other, specialist agencies who can help longer-term.
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