The Nacoa Promise

• We are here to listen
• We won’t judge
• We are here to help for as long as you want
• What you say will remain confidential

At Nacoa, we understand what it is like when a parent drinks too much. We won’t judge and we are here to help you for as long as you want.

The Nacoa helpline is free and confidential. This means that it is a safe place where you can talk about things that are going on for you and how you feel. Whatever you would like to talk about is important to us. Sometimes just talking or writing to someone helps.

When you call or email, you can tell us as little or as much as you want. Your calls and emails can be long or short and you can contact us as often as you wish.

Calls are free from a landline and will not show up on the landline phone bill. Calls are also free from mobile phones but may show up on itemised bills. Alternatively you can access the helpline by calling 0117 924 3675 which will not show up on the phone bill. Callers are advised to clear their Dialled Numbers call register if they wish to prevent Nacoa’s number being stored on their phone.

You can talk to us anonymously. You don’t need to tell us your name. It can be nice for us to have a name to call you by, and if you don’t want this to be your real first name then that’s OK too. All personal information you give us will be treated as confidential.

You don’t have to tell anyone else you’ve talked to us.

We do not record any phone calls to Nacoa. We never trace calls and cannot do 1471. We do not have caller ID so we can’t see your name or number when you ring. We can call you back if you want us to, but we would never do this without your permission. We don’t leave answerphone messages.

We won’t tell anyone else you’ve talked to us. Anything you tell us will stay within the helpline team. We won’t tell anyone else what you’ve said.

What you say will remain confidential. We treat all calls in strictest confidence and if you have any concerns, we will discuss with you how to keep the call confidential to give you as much control as possible.

However, if you choose to give us your full name and contact details and we are worried about your safety, or the safety of other people, we may need to talk to someone else. We will always talk to you about this first and will give you as much control as possible over what happens next.