Cruse Helpline: FAQs | Cruse Bereavement Care

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What can I expect when I call the Cruse National Helpline?

We’ll give you space to talk about your bereavement and how you’ve been coping. Our volunteers are completely non-judgemental and won’t share what you’ve told them with anyone else, except in certain circumstances.

As well as being able to talk about what you’ve been going through, the volunteers can explore different options of support with you.

Mostly, the volunteers will be there with you – whatever you’re feeling. 

 

Is this a free service?

Yes – the Helpline is completely free from all UK landlines and mobiles. 

 

What can I talk about on a Helpline call?

People call the Helpline for all sorts of reasons. These are some common things that come up in Helpline calls: 

  • The different emotions someone’s experiencing 
  • Physical effects of the bereavement, like a lack of appetite, lack of concentration or sleeplessness
  • The events or circumstances surrounding the death 
  • How they’re managing day-to-day
  • Their relationships with other people after death
  • How to talk to children or young people about the death of someone they know

Whilst we aren’t here to tell you what to do in your situation, we are here to listen, to let you talk and offload, and help you find ways to adapt and cope with your situation. We can also tell you about the other services Cruse offers, as well as other organisations that might be able to provide the kind of support you’re looking for. 

There are a few things we aren’t able to provide direct advice or guidance on, simply because our volunteers are not trained in these things. These are:

  • Financial issues 
  • Medical concerns, symptoms or procedures
  • Legal issues

There are other organisations that may be able to help you with these. You can take a look on our Useful Links page to find links to other organisations providing support on a range of issues. 

 

How long will the call last for?

There isn’t a time limit on our National Helpline calls. From experience we realise talking about difficult situations and emotions can be tiring. So in some cases our volunteers might suggest you round off the call so you can have time to reflect and rest. You are always welcome to call us back at another time. 

 

Can I call the Helpline again?

You are more than welcome to call us any time you feel you need support. You probably won’t speak to the same volunteer if you call again, but all our volunteers are trained in the same way and are able to provide the same levels of support. 

If you find the support on the Helpline helpful and feel you want more, you may want to consider getting some ongoing support from one our local Cruse branches. There you can access one-to-one or group support, where you will get the chance to talk to the same Bereavement Volunteer over a number of scheduled sessions. Find out if there’s a local branch in your area

 

I am struggling to get through to the National Helpline, what else can I do to talk to someone from Cruse?

We’re sorry you can’t get through to us at the moment. We experience a high level of demand, so while we do try to talk to everyone as soon as we can, sometimes it means there can be a wait. 

Did you know we’re also open in the evenings? Evenings tend to be quieter on the Helpline, so you can give us a call between 5-8pm on Tuesdays, Wednesdays and Thursdays. 

You can also get in touch with your local Cruse branch directly if you would like ongoing bereavement support in your area. Find your local Cruse branch.

As well as information about our local branches, we also have a range of information on our website about bereavement and ways to support yourself and others. Find out more.

 

My GP has recommended I call Cruse, should I contact the National Helpline or my local area in the first instance?

That’s up to you. If you would like to refer yourself for ongoing bereavement support you can contact your local Cruse area in the first instance. They will be able to let you know how you can join group support or start seeing someone one-to-one locally. Find your local Cruse branch.

If you would like to speak to someone more immediately about how you’re feeling, you can call the Helpline. We’re also happy to talk to you about what Cruse does if you have any questions about our services. 

 

Would you ever share my details with anyone else?

Everything you tell us is kept confidential within Cruse, unless you were to tell us anything that suggested that yours or someone else’s life was in danger. As much as possible we will always try to tell you first if we think we need to share your information with anyone else. We would only share your information with relevant authorities, like the emergency services. 

 

Is there a minimum age on who can call the Helpline?

There isn’t a minimum age on who can call the Helpline – we’re here for anyone. 

If you’re between the ages of 11 and 18 you may want to have a look at our website Hope Again. It’s a place to hear about other young people’s experiences of bereavement, and a place to share your own if you want to. You can also send a message through the website, to get support from one of the volunteers. Find out more.