Using the helpline

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Is the helpline free?

The information and advice is free.

The 0845 123 2303 number costs up to 4 pence per minute at all times from a BT landline. BT also charges a 3 pence call set-up fee from BT home phones.

Calls from mobiles usually cost more - it depends on the deal you have with your mobile company. We can call you back if you don't want to use up your credit.

Will Enquire tell anyone what I said?

We won't tell anyone else you contacted us unless you are in danger. Then we would tell someone whose job is to help you because we'd be worried about you.

If you want, you can keep it secret too... Does anyone else read your emails, check your phone or open your post? There's lots of ways to contact us - choose the way that no-one else will know about.

What happens when I contact Enquire?

If you email us, we'll reply by email within 2 working days.

If you call us you will usually get straight through. The answering machine will only be on if we're all in a meeting, the helpline's really busy or we're closed.

What happens if I leave a message on the answer machine?

We will call you back on the number you tell us. If someone else answers your phone, or if we get your answer machine, we will say "This is Enquire, the Scottish advice service for additional support for learning, returning your call."

If you don't want that to happen, it's best not to leave a message - just try calling us again.

Who will answer my questions?

There is a team of people at Enquire who work on the helpline. We are all really friendly and can tell you lots about education and your rights.
We don't work for your school or local council.
We will give you independent information and advice.

What if I don't speak fluent English?

We can get an interpreter on the phone in almost any language. Just tell us your phone number and what language you need.

I'm deaf - what if I use a textphone?

You can use the 0131 222 2439 textphone number, or call 18001 0845 123 2303 to use the helpline with RNID Typetalk.

Will Enquire staff come to help me at school?

No - we will give you info and help you work out what you can do to sort out any issues you are having. We don't get involved in your life, and we can't help with school work. If you want help to do your work or get your point across, we will try to find someone in your area who can help, so please ask us!