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You can access the service at any time through these channels:

• Call Wisdom Wellbeing on: 0800 870 8460
• Use the (use code Warwick247) - this includes live chat, video call and WhatsApp support
• Use the (use code Warwick247) - this includes live chat, video call and WhatsApp support

Every student, at every study level, can use our 24/7 support service. This includes students on temporary withdrawal.

Wisdom Wellbeing is available 24 hours a day, 7 days a week, 365 days a year. You can contact the service during the day or overnight, at weekends and during university holidays.

Access to telephone and live chat (app) support, as well as digital CBT, is available 24/7, while counselling appointments operate flexibly but not 24/7.

You will be connected with a qualified counsellor who can provide emotional support, consider your needs and help you identify next steps. The counsellor will check in with you, listen to how you’re feeling and assess the appropriate support for your situation.

If you need further support, the counsellor can discuss suitable options, which may include University services or other specialist support.

If you or someone else is in distress and needs urgent help, call the helpline - 0800 870 8460

Yes. There are 45+ languages spoken by the Wisdom Wellbeing counsellor network. If you need support in another language, we also have access to LanguageLine for translation in 240+ languages.

You can also request to speak with professionals from particular backgrounds or communities, including ethnic minority and LGBTQIA+ communities, so that support is accessible and responsive to your individual needs.

Your confidentiality: how we look after what you tell us

Talking to us takes trust. Whether you speak to Wellbeing and Student Support on campus or Wisdom Wellbeing, our 24/7 partner, by phone or app, what you share is held in confidence.

Our starting point: we ask first

We will always seek your consent before we refer you to another service or share information about you. If we think a referral or a conversation with someone else would help you, we’ll say so, explain why, and ask. That includes sharing with your academic department, your family, your GP, or anyone else. You can say no.

Your wellbeing record is kept separately from your academic record. Seeing us does not appear on your transcript.

When we may share without asking first

There are a small number of situations where the law, or our duty of care, means we may need to share information without your consent, or where we can’t wait for it. We will only ever share what is needed with the people who need it, and wherever we can, we will tell you what we’re doing and why. These situations are:

• Someone’s life or safety is at serious risk. If we believe you, or someone else, is in immediate danger, we will act to keep you safe. That may mean contacting emergency services, a trusted contact you’ve given us, or colleagues in the University who can reach you in person.
• A child or an adult at risk may be being harmed. We have a legal duty to protect people under 18 and adults who may be unable to protect themselves. If we learn of abuse or neglect, we will pass this to the University’s safeguarding team and, where necessary, to statutory agencies.
• We are required to by law. This is rare. It covers things like a court order, or the specific legal duties that apply to serious crime and terrorism.

Outside of these situations, your information stays with us.

How Warwick and Wisdom Wellbeing work together

Wisdom Wellbeing provides out-of-hours and 24/7 support on behalf of the University. What you discuss with their counsellors stays within their secure clinical record. They will contact the University’s wellbeing team or other services in the situations above, or if ongoing support is needed and they have your consent. The two services are governed by a formal data sharing agreement, and both are bound by the same confidentiality standards.

Talking to each other to support you well

If a member of staff is particularly worried about you, they may discuss their concern in strict confidence with designated wellbeing colleagues in the University so that you’re offered the right support.

Your rights

You can ask to see the information we hold about you, ask us to correct it, and ask how long we keep it. You can withdraw consent you’ve previously given at any time, and if you’ve told us not to share something, we will respect that unless one of the situations above applies.

If you’re not sure

If you want to understand exactly what would or wouldn’t be shared before you tell us something, just ask. Your adviser will be able to explain confidentiality and answer any questions when you contact the service.

No. Wisdom Wellbeing is an addition to Warwick's services, giving you another way to access support, particularly when University services are not open. Warwick’s existing Wellbeing and Student Support services continue to provide appointments, and the 24/7 service can connect you with University wellbeing services if you need further or ongoing support.