Graphic with text 'How we run our social media channels' in block quote, with icons

Get the latest updates and news by following us on social media

Facebook UK

Facebook Scotland

Facebook Wales

Facebook Northern Ireland

Facebook Fundraising


Twitter UK

Twitter Scotland

Twitter Wales

Twitter Fundraising

Twitter Campaigns

Twitter Professionals


Instagram UK

LinkedIn UK

YouTube UK


How we monitor our social media channels

Social media pages are monitored by different teams and therefore are subject to different response times. All social media pages will endeavour to respond within two working days (Monday-Friday excluding Bank Holidays).

Our main UK channels will be actively responding to enquiries Monday – Friday from 9.30am until 5pm. Please note, we do receive a high volume of enquiries, so it may take us longer to get back to you during busy periods. We do not respond to direct messages on Instagram, so if you do need to speak to us privately, please get in touch with us on Facebook or Twitter.

We do not respond to any social media enquiries over the weekend. Under certain circumstances we will operate a limited service during busy periods, eg during campaigns like World Autism Awareness Week or when we have active media requests.

Sometimes we will not have the information to hand to answer your question, if this is the case; we will ask you to email a different department.

If your enquiry is a question for our helpline, you can speak to them directly on 0808 800 4104 Monday to Thursday 10am-4pm and Friday 9am-3pm. Visit our contact page for more details.

If you need urgent support, or are feeling suicidal, please call The Samaritans 24 hour helpline service on 116 123 (for free), or visit their website for alternative ways of getting in touch.

Our view on removing comments or reporting abusive behaviour

We want all of our supporters to enjoy the content we share on our channels in a safe manner. For us to do this, we do occasionally need to hide inappropriate content, in line with our social media policy. This could include the following:

  • abusive messages
  • offensive language; swearing, personal jibes, insults etc.
  • spam/commercial posts on our Facebook posts
  • comments which are off topic.

While we actively encourage conversation and appreciate that there will be differences of opinion about and experiences relating to the topics we highlight on our channels, we will not tolerate personal jibes or insults being made on our posts.

We reserve the right to ban or block users from any social media page if we believe that this rule is not being followed.

Sharing our supporters' content

We often receive requests for us to share content, and while we understand our reach can help your project or campaign, we receive far too many requests for it to be possible to share each post fairly. You are welcome to post on our Facebook page wall. We will occasionally share content from other charities, businesses or campaigners we have a relationship and work closely with. 

Social media is a powerful tool for us to showcase the incredible work the charity is doing, with the dedicated help and support from our incredible supporters. We need to make sure our content is relevant and reflects our mission, vision and values.

If you have a campaign you would like to tell us about, please email it to

If you have a Government Petition you would like to tell us about, please email

If you are undertaking research, please email

If you have a fundraising question, please email

If you have a media enquiry, please email

If you have a question for the Social Media team, please email

Contact us