Parent Talk Privacy policy

Parent Talk Privacy policy


At Action for Children, we’re honest, we’re analytical, we’re straightforward – it’s part of our values. We apply these values to everything we do – including how we treat your personal information.

This privacy policy describes how Action for Children protects and makes use of the personal information we collect when you are referred to and access our See Hear Respond Parent Talk service. You can access the service via during our opening hours as noted on the website.


Parent Talk Privacy policy
Parent Talk Privacy policy


Parent Talk is a live chat feature that allows you to chat online to one of our parenting coaches about whatever is on your mind relating to your children or family – you don’t necessarily have to have a question ready to ask, we’re just here to listen and support you. You will need to provide your email address to live chat, so you can securely log in and see previous live chats you’ve had with us. If we recognise that your email address has been used before, we will send you a quick email to verify that it’s you. Once logged in, you will be able to start a new conversation or read previous ones. By using our live chat service, you understand and give your explicit consent to this.

Our commitment

Action for Children is committed to protecting the privacy of its supporters and stakeholders. All your personal information will be treated in accordance with data protection law including the UK Data Protection Act 2018 and the Data Protection (Bailiwick of Guernsey) Law 2017 and other applicable data privacy legislation.

We review our privacy policies regularly so this policy may be updated from time to time. The latest version will always be published on this website. This version was updated on 11 September 2020.

If you have any questions about this privacy policy, please email [email protected] or write to: Data Protection Officer, Action for Children, 3 The Boulevard, Ascot Road, Watford WD18 8AG.

Purposes for processing

See Hear Respond Parent Talk service is provided in partnership with Barnardo’s who refer families to us. The service is offered on a voluntary basis – you are under no obligation to access the service, and incorporates a consent form; our lawful basis for providing this service to you will be based on your consent.

We gather and use certain information about you in order to provide the service to you and enable functions on our website. We also collect information and report on service use in order to better understand how you are using the service and so that we can make timely and relevant improvements.

How do we collect personal information?

We only collect personal information about you that is specifically provided to us. This may be when we receive a referral for you from Barnardo’s or when you are engaging in the service, for example when you are having a conversation with us.

What information we gather

We may collect and store the following information:

  • Name of parent/guardian/carer and children/young persons
  • Contact details, including address, telephone number, email address
  • Name of person with parental responsibility
  • Date of birth of children
  • Special Category Data such as ethnicity, religion, health data, orientation
  • Other information on the referral form such as language, description of welfare, situation
  • Assessment information
  • Referrers details
  • Website usage data
  • Conversation transcripts
  • Other information relevant to the service

*We collect Special Category Data (SCD), which includes health data, in order to target the support you require, including health services. The lawful basis for collecting this information is consent and the special condition as required by data privacy legislation is your explicit consent.

How we use this data

Collecting this information allows us to provide the service for you and understand how users may interact with the service so that we can improve it in future. Specifically, we may use data:

  • To provide the service to you
  • To signpost you to appropriate local services
  • To escalate safeguarding concerns
  • To contact you in response to a specific enquiry
  • To evaluate the service
  • To improve the service we provide
  • To contact you for feedback
What do we do with your personal information?

Action for Children and Barnardo’s are joint controllers of your personal information. We are legally obliged to make sure that we only use your information for the purpose for which it was requested, and to make sure it is kept securely.

Your personal information, conversations and notes will be stored on Intercom (the platform for the  service) and Action for Children servers and shared with partner organisations: Barnardo’s, selected government organisations (such as Department of Education), health services, and children’s agencies, for the purpose of contacting families to provide appropriate and timely services, evaluate service provision and for statistical analysis.

You will be informed of any organisations that we intend to refer you to. Any confidential information regarding your family will not be passed onto organisations outside of relevant agencies, as mentioned above, where possible without your consent.

We may share personal information shared in the live chat if we need to talk to other professionals to get the best support for you. In the majority of cases, we will discuss this with you first. You do not have to share further personal information in the live chat, if you do not wish to.

We may share anonymised case studies and transcripts in reports to our commissioners. We may also share anonymised quotes and case studies for marketing and promotional purposes. If you provide feedback at the end of a chat, we may contact you by email to see if you are happy for us to use your feedback along with your name.

How long will we keep your information?

We only keep your information up to a maximum of six years.

Action for Children has robust Information Security and Data Protection policies in place to protect all the data it holds, including your personal data.

Your information rights

You can ask to see any information Action for Children holds about you, to have the information corrected or erased. We are responsible for protecting your personal information, and we take this responsibility very seriously.

If you have any queries or concerns about how we use your personal information, please contact the Data Protection Officer by email at [email protected], or write to us at: Data Protection Officer, Action for Children, 3 The Boulevard, Ascot Road, Watford, WD18 8AG.

You have the right to withdraw your consent at any time.

For more information about your information rights please visit or if you are unhappy with how we have handled your personal information, you have the right to contact the Information Commissioner’s Office to lodge a complaint. If you are based in Guernsey for more information about your information rights please visit or if you are unhappy with how we have handled your personal information, you have the right to contact the Office Data Protection Authority to lodge a complaint

Cookies and how we use them

What is a cookie?

A cookie is a small file placed on your computer’s hard drive. It enables us to identify your computer as you view different pages on our website.

Cookies enable us to see information like how many people use the website/service and how people use it.

How we use cookies

We may use cookies to:

  • Analyse our web traffic using Google Analytics. Aggregated usage data helps us improve the website structure, design, content, and functions.
  • Identify whether you are signed-in to our website.
  • Store information about your preferences. The website can then present you with information you will find more relevant and interesting.
  • To recognise when you return to our website.
  • Cookies do not provide us with access to your computer or any information about you, other than that which you choose to share with us.

Controlling cookies

You can use your web browser’s cookie settings to determine how our website uses cookies. If you do not want our website to store cookies on your computer or device, you should set your web browser to refuse cookies.

Links from the site

Our website may contain links to other websites. You may also be sent links during your conversations with us to other websites.

Please note that we have no control of websites outside the Action for Children domain. If you provide information to a website to which we link, we are not responsible for its protection and privacy.

Always be wary when submitting data to websites. Read the site’s data protection and privacy policies fully.