You are here:

Our Mission and Standards of Service

The mission of Blue Cross Pet Bereavement Support Service (PBSS) is to provide free and confidential* emotional support and information to anyone who is affected by the loss, or anticipated loss, of a pet or assistance animal through illness, euthanasia, natural death or other circumstances like theft or attack. We commit to providing this support service every day of the year from 8.30am to 8.30pm.

We are members of the Helplines Partnership and hold the Helplines Standard. This is a nationally recognised quality standard which defines and accredits best practice in helpline work.

We aim to promote awareness of the significant impact of pet bereavement on peoples’ lives and work with other organisations to provide information and support for people during this difficult time.

At Blue Cross we pride ourselves on the confidential nature of our pet bereavement support service where people can confide in us about how they are feeling and the circumstances around their loss.

However, occasionally there are times when we have to adhere to the law and break confidentiality when we think there may be a safeguarding issue with a person under 18 or an adult at risk. We will also break confidentiality if we believe the well-being of an animal is at risk.

We don’t break confidentiality lightly and we will always try to make a thorough an assessment of the situation. We will endeavour to involve you in any assessment we make and will always try to tell you before we share information you have told us with another agency.

— Page last updated 3/04/2018