Privacy Policy

1. What information do we collect about you?

We may collect the following information about you through our online contact form, webchat and mailing list subscription:

  • Personal information including names and contact details (such as email addresses, home/work addresses and phone numbers);
  • Demographic information such as postcodes and gender;
  • Sensitive information including health and information about someone’s alcohol or drug use.

To use our webchat, we ask you to give us a name, email address, and your location in Scotland. Website usage information is collected using cookies.

2. How will we use the information we collect about you?

a. Services

We require information from individuals who use our online contact form or webchat. We will answer your enquiry by either giving advice, signposting you to a suitable and local service, or referring you to one of our services with your permission.

Our helpline is the first step to being referred to our telehealth service, bereavement service, Holding On and our local support services. The helpline advisor will see your information and will offer advice and support. If you are offered and agree to be referred into one of our services, your information and enquiry are passed onto one of our practitioners with your consent.

All helpline enquiries are deleted after they are answered and the information is not stored on any device or system.

This privacy policy only covers the protection of any information gathered initially through our website. Information collected after an individual is referred to our services is protected through our data protection policy and service policies. If you wish to see these policies, please contact or write to Scottish Families, Edward House, 199 Sauchiehall Street, Glasgow, G2 3EX.

b. Communications

If you subscribe to our mailing list through our website sign-up form, we require the information you provide to send you our newsletter and the latest news. Mandatory fields include your name and email address. Any other information is optional to give. Individuals can opt-out of communications or update their preferences through the option at the bottom of the emails we send.

3. Access to your information and correction

If we have processed your information (either you have opted-in to our mailing list or are referred into our Local Support Services, Telehealth, Holding On or Bereavement Service) you have the right to request a copy of your personal information. Scottish Families will respond within one month’s receipt of a request. If the request is complex or numerous, Scottish Families may extend by a further two months and will inform you within one month and explain the extension.

Subject access requests are free; however Scottish Families may charge a reasonable fee if a request is unfounded or excessive, which can also be refused or not responded to. There may also be a charge for further copies of access requests.

Please submit your request to either or write to Scottish Families, Edward House, 199 Sauchiehall Street, Glasgow, G2 3EX if you believe that any information we are holding on your is incorrect or incomplete.

4. How we use cookies

We collect cookies as you use our website. Cookies will put small amounts of information on your device. They cannot identify you personally. We use traffic log cookies to see which pages on our site are being used and are most popular. This helps us when we analyse data about web page traffic and improve our website to tailor it to our audience’s needs.

We only use the information collected through traffic log cookies for statistical analysis purposes. We have set up cookies with Google Analytics to accurately estimate the number of visitors to our website and to collect demographic information for comparison with the statistics we collect from our helpline (phone calls, email and online live help).

We do not use cookies for any other purpose.

5. Other websites

Our website contains links to other websites. This privacy policy only applies to this website so when you link to other websites you should read their own privacy policies.

6. How to contact us

Please contact us if you have any questions about our privacy policy or information we hold about you:

  • Email:
  •  Or write to us at Scottish Families, Edward House, 199 Sauchiehall Street, Glasgow, G2 3EX.

This policy was last updated on 21st May 2021

We use cookies. By browsing our site you agree to our use of cookies.