Who is the Email Service for?
You can email us at firstname.lastname@example.org at any time.
Anyone woman or girl who has been affected by sexual violence, now or in the past can contact us; this includes childhood sexual abuse, rape or any other form of sexual violence.
We also offer support to friends, family or partners of survivors of sexual violence – men or women.
We don’t offer a direct service to men who have experienced sexual violence but we are able to signpost you to more specialist services who can support you.
Is the Email Anonymous?
Your email address will be visible on the email you send us so if you do not want us to know your real name, it might be better for you to use an email address that does not contain your name. You can sign your emails in whatever name you wish to be known by. Please ensure it is safe for us to reply to you at your email address.
What About Confidentiality?
Generally we will not know anything identifying about you from emails you send to us. If you choose to give us information that identifies you and later we are made aware by you of a risk to a child or vulnerable adult (including yourself) then we have a clear responsibility to take appropriate safeguarding action.
If you choose to move on to face to face support, we can only provide this if we collect and store your information. We are registered with the Information commissioner to ensure we store and use information responsibly.
How Does the Service Work?
email@example.com is a dedicated address that we only use for this purpose. The first time you email us, you will receive a ‘welcome’ email.
We aim to respond to all emails within 2-5 days. If you require an immediate response it might be better to use one of our other services.
Will I get a Response from the Same Person Each Time?
No you won’t. Emails are answered by a team of trained support volunteers so you could get a response from any one of them
Can You See What I’ve Written Before?
If your email to us is not your first one, we will be able to see the whole ‘thread’ of the conversation so even if you get a different volunteer responding, you will not have to go back to the beginning each time.
Giving you a voice
If you have any issue, concern or problem with an aspect of the service, member of staff or volunteer that leaves you feeling dissatisfied, you have the right to make a complaint about this informally, and if you are not satisfied with the response, formally.
We recognise that many concerns will be raised informally, and these will be dealt with quickly. We aim to resolve informal concerns quickly, keep matters low-key and where necessary and appropriate, enable mediation between the complainant and the individual to whom the complaint has been referred.
If you make a formal complaint, LRC will acknowledge it in writing; respond within a stated period of time; deal reasonably and sensitively with the complaint and take action where appropriate.