Get support

ICGS Helpline

The ICGS Helpline is confidential. It is run by Victim Support, an independent charity. They support people affected by crime and traumatic events. All their advice is independent and politically impartial.

How can I contact the helpline?

The helpline is open Monday to Friday, 9am to 6pm.

Phone: 0808 168 9281 (freephone)

Text relay: 18001 0808 168 9281

Email: support@ICGSHelpline.org.uk

If you cannot contact the helpline during these hours, they can arrange an evening call with you. You will need to agree this with them in advance.

Who can use the helpline?

Anyone who is, or has been, part of the parliamentary community can use the helpline. This includes people who work on the Parliamentary estate, in a constituency office or from home.

You might be:

• thinking about making a complaint
• someone who has already made a complaint
• someone who has been complained about
• a witness
• supporting someone involved in a complaint
• supporting someone who has experienced bullying, harassment or sexual misconduct

How can the helpline help me?

The helpline is a confidential and safe space to talk about what happened. They can help you understand your options and offer:

• advice on how to deal with the issue informally
• information about policies and procedures
• guidance on how to support others who have experienced bullying, harassment or sexual misconduct
• information on how to make a formal complaint, if you choose to
• information on how to get legal advice
• emotional support
• signposting to other support services, both within Parliament and outside it

Is the helpline confidential?

Yes. The helpline will only share what you tell them with people outside the ICGS team if they are worried about your safety or that of someone else, or if there is a serious incident. If this happens, the helpline might tell health and wellbeing services or the police.

The ICGS team will also keep information confidential unless they are concerned about safety or a serious incident.

Find out more about how confidentiality works in the ICGS.

What do I have to tell the helpline?

You can choose what you want to share. You do not have to give your name or details unless you decide to make a formal complaint. The choice to make a formal complaint is always yours.

Find out more about how to make a complaint.

What happens if I want to make a report?

A report is different to a complaint. You can report behaviour you have experienced, seen or heard about. You can also report something on someone else’s behalf. You can make an anonymous report to the helpline. Anonymous reports are used for risk management only. They are not treated as formal complaints and will not lead to an investigation.

If the helpline receives repeat reports about the same person, they will escalate the information in line with ICGS procedures. This helps keep everyone in Parliament safe.

Victim Support

Victim Support are committed to providing inclusive and accessible services, responding to the needs of the diverse communities they serve.

Please see Victim Support's accessibility statement and read more about the accessibility of their services.

Victim Support are committed to respecting and keeping safe any personal information you share with them or that they get from other agencies and organisations.

This privacy notice sets out the basis on which Victim Support will process personal information, whether that information is collected through their websites or by any other means.

Support services

If you are involved in an ICGS complaint, there are a range of support options available. You can contact the team or person you feel most comfortable talking to. The ICGS Engagement Manager (email: icgs@parliament.uk) can explain the support options available and help find the right one for you.

ICGS Engagement Manager

The ICGS Engagement Manager is a dedicated support role. They provide trauma‑informed support to people making a complaint (the complainant) and to people who have had a complaint made about them (the respondent). Their aim is to make sure everyone has a fair, supportive experience.

The ICGS Engagement Manager can help by:

• offering kind, trauma‑informed support
• understanding the challenges people may face because of past or current trauma
• creating a safe and trusting space where you can speak openly
• explaining the process clearly so you know what to expect
• giving clear and consistent information throughout the process
• providing regular updates and answering questions
• listening to your concerns and needs, and making adjustments where needed
• helping make sure agreed reasonable adjustments are put in place
• directing you to mental health and wellbeing support, if needed

Independent Sexual Misconduct Advisor

If you have experienced sexual misconduct, you don’t have to go through it alone. Independent Sexual Misconduct Advisors (ISMAs) offer confidential, specialist support. You can get support whether or not you choose to report what happened.

ISMAs can help you by:

• explaining ICGS policies and procedures in clear, simple terms
• carrying out risk assessments and creating safety or support plans based on your needs
• helping you complete or submit a formal complaint to the ICGS
• making sure you receive personalised support
• reviewing your support regularly so it continues to meet your needs
• giving clear information about the ICGS process, the criminal justice process and your rights under the Victims’ Code of Practice
• explaining your criminal, legal and civil options
• communicating with the ICGS, police, CPS, social services and other agencies only with your permission
• helping you make informed decisions and ensuring your needs and rights are respected
• helping you access sexual health, mental health and counselling services
• attending meetings with you, including ICGS investigations, Achieving Best Evidence (ABE) interviews, HR meetings or court hearings

External support services

There are specialist support services outside Parliament that you can contact.

Rape Crisis

Anyone who has experienced sexual harassment or sexual violence can contact the Rape Crisis Support Line.

Phone: 0808 500 2222

The Rape Crisis Helpline is open 24/7 every day.

For more information, visit the Rape Crisis website.

National Male Survivor Helpline (for men)

Men who have experienced sexual harassment or sexual violence can contact the National Male Survivor Helpline.

Phone: 0808 800 5005

Accessibility

Inclusion is important to us.

We will take every possible step to ensure that everyone is treated fairly.

We can make adjustments to help you. These may include:

• translation services
• text relay services
• video calls with live captions
• flexible contact times (if arranged in advance)

If you need any support to use our service, please tell the ICGS Engagement Manager. We will do our best to meet your needs.