FAQs about Fosterline

You will hear a recorded message explaining who we are and that your call will be recorded for quality assurance purposes. Your call will then ring through to our advisers, who will answer within a minute. If all our advisers are busy helping other people, you will hear another recorded announcement inviting you to leave a voicemail message. Please do this, and one of our advisers will call you back as soon as they are free.

We aim to answer all calls in under one minute. If all our advisers are busy, you will hear a recorded message inviting you to leave a message for an adviser to call you back, or continue to hold. We recommend that you leave us a message as we aim to return all calls on the same working day.

Yes. You are not required to share any information about yourself in order to use Fosterline. If you do share information to help us deal with your enquiry, this will not be shared with anyone else, unless you indicate that you or another person are at risk. In these circumstances, you will be informed that the information will have to be shared in accordance with our safeguarding policies and procedures.

Yes. You can use someone of your choice, or we can provide an interpreter through Language Line. Please contact us to arrange this.

We are always keen to hear about your experience of using Fosterline, from what we are doing well to how we might improve.
 
Everyone who calls us will be offered the option to provide feedback at the end of the call via text message. You don't have to provide feedback, but we're grateful for all your comments.

If you would like to pay us a compliment, make a suggestion for how to improve our service, or if you are dissatisfied (including to request a copy of our complaints procedure), please send us an email or fill in our feedback form.