Will I speak to someone about their experiences of living with Crohn's or Colitis?

Our helpline officers have experience of supporting many people affected by Crohn’s or Colitis. We can help you to find support from others affected by Crohn's or Colitis through our Virtual Social Events, Local Networks and Facebook Forum.      

Is the helpline available to everyone?

Yes! Anyone affected by Crohn’s or Colitis is welcome to contact our helpline. We speak to family members, friends, and employers as well as those living with the conditions. You don’t have to be a member of Crohn’s & Colitis UK to contact the helpline.

What kind of questions can I ask?

It’s natural to have lots of questions when you’re living with a life-long condition. There are no silly questions. We understand it can be hard to talk about some things, including poo, but we’re here to help - it takes guts to talk about Crohn’s and Colitis.  

Some examples of common questions we're asked include:

• “I’m experiencing symptoms that I’m worried could be Crohn’s or Colitis. What should I do?”
• “I’m confused about what to eat during a flare-up, can you help?”
• “I’m looking to apply for PIP, is this something I am eligible for?”
• “What can I do if I'm struggling with fatigue?”
• “How can I speak to other people living with the conditions?”

What you can expect from our helpline officers

Our helpline officers can provide you with up-to-date, evidence-based information. We have experience of supporting many people affected by Crohn’s or Colitis.

We’re here for everyone affected by Crohn’s and Colitis, regardless of ethnicity, age, disability, gender, sexual orientation, religion or belief. We are committed to equality, diversity and inclusion.

What we can expect from people using the helpline

We will not tolerate any discriminatory language or behaviour.

We will not tolerate abusive or discriminatory language or behaviour directed towards our helpline officers.

In the event that this occurs we reserve the right to terminate the call or LiveChat.

Is this service confidential?  

We take your privacy seriously, and your data is always safe with Crohn’s & Colitis UK. You can read more about our privacy policy and our confidentiality statement on our website.  

Are calls recorded? 

Calls to the helpline may be recorded to monitor the quality of our service and support the training of our staff. Call recordings will be deleted after 45 days. 

Can I speak to someone medically trained when I contact the helpline?

We’re not medically trained so we’re not able to provide individual medical advice. Your IBD team or GP are best placed to provide guidance specific to you. 

Can I speak to someone for financial or legal advice?

We don’t have anyone trained in giving legal or financial advice. We may be able to provide details of other specialist organisations.

Can I speak to a counsellor or mental health professional?

Our helpline officers are not trained counsellors or mental health professionals and cannot provide specialist emotional support. We can provide details of other specialist organisations.

What if I can’t get through? 

Our opening hours are 9am to 5pm, Monday to Friday (except English bank holidays). We may need to close on occasion for essential staff meetings and training. 

If we’re closed, you can leave a voicemail message.

You can email us at any time, and we aim to reply within three working days. 

What happens if I leave a voicemail message?

We will call you back as soon as possible during helpline opening hours. We will call from a withheld number and will try to return your call twice. We will not leave you a voicemail message for confidentiality. We will only speak to the person who left the message with us. We can’t return calls to numbers that bar withheld or anonymous numbers.

Phone call charges

Calling our helpline may have a cost depending on your phone provider and whether you use a landline or mobile. To check call charges for 0300 numbers, visit the government website or contact your phone provider.

Can I get a copy of the LiveChat transcript?

After the chat session has closed, you’ll be asked if you’d like a transcript of the chat to be sent to you by email. You will need to add your email address if you wish to receive this. 

What happens if my internet connection fails temporarily and I lose my LiveChat, can I come back? 

Sometimes our connection may get broken. You can start a new chat but do let us know you have just lost connection. We may be able to reconnect you with the same helpline officer if they are still available.     

What to do if I need urgent medical advice and I can’t contact my IBD team?

If you need urgent medical advice, you can contact NHS 111. In Northern Ireland call Phone First. Call 999 or go to your nearest A&E in an emergency. 

What if I’m calling from outside the UK?

You can contact us from outside of the UK although our information might not be relevant to your country. We will not be able to call you back on an international number. We will not be able to send information by post outside of the UK.

I want to share my experience to help others and raise awareness. How do I share my story?

If you would like to share your experiences with us we have a ‘share your story’ section on our website. We hear from people every day who rely on the Crohn’s and Colitis community for help and support. Your experience can be helpful and inspiring - share your story and use your voice.

We share stories in lots of ways - it's at the heart of what we do. You could be interviewed by a journalist from a newspaper, radio or TV programme. Your story could be shared on our blog, on social media, or be quoted in publications to help inform others with Crohn’s or Colitis. 

What if I would like to give feedback or make a complaint about the helpline?

Your feedback is so important. It helps us to do more of what we do well and work on areas we can improve. If you wish to send us feedback or make a complaint about the helpline service then please email helpline@crohnsandcolitis.org.uk