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Website URL : http://www.acas.org.uk/index.aspx?articleid=3282

How to make a call to the Acas Helpline

The Acas Helpline number is 0300 123 1100.

Customers with a hearing or speech impairment may prefer to contact us using the Text Relay service. You can contact the Acas Helpline using Text Relay by dialling 18001 0300 123 1100. Your questions will be relayed to the helpline adviser who answers the call and a real-time conversation will take place.

Information on the Text Relay service is available at www.textrelay.org.

What can our services do for you?

The Acas website is the place to go for independent, impartial guidance on your options if you are experiencing problems in the workplace. If you would like to talk through your options, an Acas adviser can talk to you about your rights and help you decide your next steps.

Using the Acas Helpline

Your Helpline adviser will ask you questions to find out the most important issues for you so that you can decide what to do next.

Acas is here to offer guidance and advice, but we cannot represent you or tell you what to do.

At the end of your call to the Helpline, you should have a better understanding of how the law affects you and be able to decide for yourself between the possible courses of action available to you.

How to get the best out of our service

Before making your call please make sure you have with you:

  • a pen and some paper
  • your contract (if available).

Woman in wheelchair at work You may also wish to note down some questions to ask the adviser.

If you have an impairment that makes it difficult for you on the phone, please tell us what you need from us so that we can do our best to help you. Our advisers are trained to respond to customers' needs where we know what these are.

How does the service work?

Once you have dialled the number you will hear a recorded message saying the following.

  • Welcome and thank you for calling
  • Advice that the call may be recorded for training and monitoring purposes
  • Reassurance that the call is confidential
  • Options to press 0 to continue to speak to an adviser directly or 1 for pre-claim conciliation

If you press 0 to continue then the adviser will listen to your query before giving you their name.

  • They will ask questions in order to check their understanding of what you have said and to obtain further relevant information so that they can give you the appropriate advice.
  • It may be helpful to refer to you notes about your query, making it easier for you to explain.
  • Once the adviser has all the information they require they will then be able to talk you through your rights and options

If you press 1 for pre-claim conciliation, be sure to have the following details ready.

  • Your name, your address
  • How long you have worked for your employer
  • If you are represented and your representatives' details
  • The date of your grievance complaint and whether you have completed the grievance procedure
  • Your employer's details, such as the name of the organisation, their address and telephone number
  • What times are best for you to be contacted

More information

For further advice and guidance you may wish to look at our suggested websites for callers with disabilities.