What if I’m not confident writing in English and/or English isn’t my first language?

We understand that it can be difficult to contact us if you’re not confident writing in English, and we will support you as best we can over live chat.  

If you would like support from us in language other than English, please email contact@cambridgerapecrisis.org.uk and tell us the language that you would like us to support you in and we will try to arrange this if we can, or suggest another organisation that may be able to help. 


Where else can I get support?

The Rape Crisis England & Wales (RCEW) Live Chat Helpline offers a text-based service for women and girls who have experienced sexual violence. The Live Chat Helpline operators are there are there to listen and offer you emotional support for up to 45 minutes. You can talk about what happened to you, how you feel, and any difficulties you are facing. To access the service, or find out more information, including opening times, please visit the website.

You can also send us an email via our email support service, or try our helpline.


Can I leave feedback or make a complaint?

At the end of each session, you can choose to give feedback about the service via a short form, if you would like to. Your views are incredibly important to us and help improve our service, as well as promote it and secure future funding. No personal information will be requested, and by completing the short form, you are agreeing to us using your anonymous feedback externally. You do not have to provide any feedback if you do not want to.

If you want to give more detailed feedback on your experience, our feedback form is also available for download . If you wish to make a formal complaint about the Live Chat Helpline, our complaints policy and procedure is available to download here.

Any feedback we get is treated anonymously, whether it is good or bad, and helps us to improve our service. We do sometimes use anonymous comments to help promote and fund the service, so if you don’t want your comments to be used, please tell us.


Prank or abusive users

A Live Chat volunteer will end a chat if they believe they are dealing with a prank or abusive user.


What if the Live Chat is busy?

Our volunteers only speak to one person at a time, so when you join the live chat you may be placed in a queue. One of our volunteers will let you know that they have seen that you are waiting.

As our chats can last up to 45 minutes, if the service is very busy it is possible you might not get through. We understand that this might feel difficult or disappointing, and we encourage you to try again the next time we are open.

You can also send us an email via our email support service, try our helpline, or use Rape Crisis England & Wales’ Live Chat, which is open to women and girls aged 16+.


Hiding your tracks online

This link gives more advice on how to hide your tracks online. Please note, the information we provide is for guidance only and it may not be possible to completely hide your tracks.


Are the chats recorded?

What you discuss with the Live Chat Helpline volunteers during your live chat session is intended to be a private conversation. We delete all transcripts of live chat conversations after 7 days. This means that if you use the live chat service more than once, the volunteer you are speaking to will not be able to see your previous conversation history.


Will you tell anyone what I say?

You can talk to us about anything in complete confidence. We will never repeat anything you say outside of Cambridge Rape Crisis Centre.

We do discuss our live chat helpline conversations confidentially with other volunteers and supervisors within the service. This is to encourage each other to deliver a good and consistent support service. We ensure this information never reaches anyone else.

We do not report anything that is said to us to the police or any other outside body. Our confidentiality policy is available for download if you want further information.

If you are under 18, we will not pass along anything you say unless you tell us your full name and address and ask us to report to the police on your behalf. We respect your right to make decisions about your own life.


Can I always speak to the same volunteer?

If you contact us more than once over time, you will chat with different volunteers. As we do not keep records of your chats, the volunteer will not be aware of what you have previously talked about.