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  • Support Line

Support Line

Not everyone understands aplastic anaemia. We do.

If you or someone you know has been diagnosed with aplastic anaemia or another rare bone marrow failure, you've come to the right place! We are here to help.

All you need to do is give us a call on 0300 102 3202, email us at [email protected] or join our Support Group on Facebook, which you can find here.

Quick links:

  • What can we support you with?
  • What can't we support you with?
  • Providing feedback
  • Confidentiality

What can we support you with?

  • Understanding the treatment options and what to expect after your treatment
  • How to live well with aplastic anaemia
  • Accessing benefits, delivered in partnership with Maggie's
    • We can offer 1-1 expert advice with our benefits advisor, Atif, who can provide information around the benefits that you may be entitled to. For more information, click here.
  • Emotional support
  • Putting you in touch with other people and families affected by aplastic anaemia
  • Signposting you to our information resources and advice - such as emotional and mental wellbeing, employment rights and many others
  • Signposting to other organisations who may be able to help, such as Maggie's, Teenager Cancer Trust or Anthony Nolan
  • Raising awareness of stem cell donation, and signposting to donor registries, such as Anthony Nolan and DKMS who can set up patient appeals

What can't we support you with?

Although we can provide information and guidance about managing aplastic anaemia, we are not medically qualified and are therefore unable to comment on individual circumstances. We can, however, explore your options and signpost you to your nearest service or treatment centre.

Information provided by The Aplastic Anaemia Trust is not a substitute for professional care and should not be used for diagnosing or treating a health problem.

We are unable to provide professional legal advice or legal representation, however, we can signpost you to organisations that may be able to help.

As a charity based in the UK, we welcome contact from people outside the UK, however, any information and guidance that we provide is based on the guidelines for treatment and management of aplastic anaemia used in the UK, which may differ from your guidelines used where you live.

Feedback

If you've used the Support Line, we would love to hear your feedback - good or bad. We would appreciate it if you could fill in a short survey by clicking on the button below, which should only take a couple of minutes.

Send in your feedback

Your information is safe with us

We promise that we won't use your details to send out any marketing or promotional materials to you, without your explicit consent.

All of our 1-1 support services, whether over the phone, by email or face-to-face are confidential between you and The Aplastic Anaemia Trust. Any information that you disclose to us will be treated in the strictest of confidence.

The Support Line team may collect sensitive information about you when you speak or write to them, which will be used in order to answer any questions you may have, and provide any support that you need. Any paper-based notes made are shredded at the end of the call. Notes about any conversations you have with us may be stored in our secure online CRM system so that we can fully understand your needs and situation if you need to contact us in the future. These records are held securely, and can only be accessed by our team when they need to do so in order to support you. 

We also collect general information about you such as your gender, location, age and where you are being treated in order to monitor and evaluate the support that we provide. If this data is shared outside of the organisation, such as in reports to our funders, it is done so in an aggregated and anonymised form so that your individual data will never be identifiable.

If you ask us to send out an information booklet to you in the post, we will ask if you would like to stay in touch with us, so that you receive other information about our work. If you agree to this, we will securely store your contact details in our systems. If you don't agree or change your mind at any time, these details will be removed after the information has been sent to you.

Any information that you provide to us, either via our Support Line or through our social media channels will not be shared else without your explicit consent, except in exceptional circumstances where we may be required to do so in line with our safeguarding policies to comply with our legal obligations.

We would only need to pass on your information in the following circumstances:

  • You ask us to pass it on - for example, for another organisation to provide support to you
  • We believe that your, or someone else's life is in immediate danger
  • You tell us that you are seriously harming someone else
  • You identify someone who is, or says that they are going to harm someone else
  • We are required to do so by law
  • You compromise the delivery of our support services, or abuse or threaten our staff

For further information, please read our privacy policy.

Published: 26th March, 2021

Updated: 7th April, 2021

Author: Sam Williams

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These terms govern the use of our Website. Please read these terms in full before you use this Website. Please note that your use of this Website means you accept these Terms and Conditions from the date your first use this Website.

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It is not necessary to register with us in order to use most parts of this Website. However, some areas of this Website may only be accessible if you have registered, for example, for blogging purposes.

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This Website may be used for your own private purposes and in accordance with these terms of use. You may download and print material from this Website provided that you do not modify or reproduce any content without our prior written consent.

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We will try to ensure that this Website is available 24 hours a day. However, occasionally the Website may be down for a short while due to technical, maintenance or other issues, including unforeseen circumstances. We will not be liable if this website is unavailable at any time or for any period.

Where possible we will always try to give advance warning of planned Website down time, but we shall not be obliged to provide such notice as it may not always be possible.

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Any material sent to or posted on this Website by a user shall be considered non-proprietary and non-confidential. We shall be entitled to copy, disclose, distribute or use such material for any other purpose that we deem appropriate, with the exception of personal information. Our Privacy Policy explains how we treat personal information.

When using this website, you shall not post or send to or from this Website any material:

for which you have not obtained all necessary consents;
that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality/ privacy, publicity or other intellectual property rights, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data;
which is likely to disrupt our service in any way;
which gives the impression it emanates from the AAT where this is not the case;
which contains any information about any person(s) under the age of 16 unless you are either their parent or legal guardian, or have signed permission from their parent or legal guardian.
We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of clauses set out in the paragraph above.

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Throughout this Website we may use links to third party websites for information purposes. We are not responsible for the content of any other websites or pages linking to or from our Website. We have not verified the content of any such websites and links to other websites do not imply any endorsement of the material on those websites. If you visit any website via a link on this Website, you do so at your own risk.

It is your responsibility to take all protective measures to guard against viruses or other destructive elements. If you would like to establish a link to our website, please ask our permission before you do so by e-mailing us at [email protected]

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Whilst we do take all reasonable steps to make sure that the information on this Website is up to date and accurate at all times we do not guarantee that all material is accurate and, or up to date.

All material contained on this Website is provided without any warranty. You use the material on this Website at your own discretion.

Some of the generic imagery used on this site is from stock photo libraries. Wherever possible, we use images of our actual supporters and their families, and researchers who work with us, provided they have given us appropriate consent.

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Neither we, nor any other party involved in creating, producing, maintaining or managing the Website, will be liable for any amount or kind of loss or damage that may result to you or a third party including without limitation any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, whether in tort, contract or otherwise (including without limitation negligence) in connection with: your use, inability to use or the results of use of the Website, any websites linked to the Website or the material on such websites; or any amount or kind of loss or damage including without limitation any loss or damage due to viruses that may infect your computer equipment, software, data, or other property on account of your access to, use of, or browsing the Website or your downloading of any Material from the Website or any websites linked to the Website.
In so far as we are able we exclude all liability for all direct, indirect, punitive or consequential loss or damage which arises out of or in connection with the use of the Website.

Nothing in these Terms of Use shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.

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These terms of use are governed by English law. Any dispute arising in connection with these terms of use shall be subject to the exclusive jurisdiction of the Courts of England and Wales.

Amending terms and conditions
On occasion, the Aplastic Anaemia Trust may need to modify these terms and conditions. You agree to periodically review this agreement so that you are aware of any such revisions. Your continued use of this Website will be deemed acceptance of the updated or amended terms and conditions.

Privacy policy
Please see our Privacy Policy for information on how we process any personal information.

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Delivery timeframe – we dispatch any merchandise purchased from our online shop within 24 hours. All items are sent via Royal Mail 2nd class 3-5 days delivery and as our products are physical goods, payment must be made in full before dispatch.

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Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations you have the right to cancel your order for any item bought on this website for a full refund.

To cancel or return your order, please make your request in writing by email [email protected] or by post.

You can cancel any time from placing your order up to the end of a period 14 days after you take possession of the goods (or in the case of a multiple order, the last part of the order). You are liable for any return postage.

Please take reasonable care of the goods. We are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.


Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

Ticket cancellation policy
All event ticket cancellation requests should be made in writing either by email [email protected] or post and are subject to the conditions listed below.

A full refund will be granted up to 60 days prior to the event. Cancellations made within 60 days of the event will incur 50% of the total price of the booking.
Cancellations made within 14 days of the event will incur 100% of the total price of the booking.

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