Start by listening and thanking your child for telling you. Ask what has happened, who is involved and whether they feel safe right now. Avoid blaming them or immediately taking away the device; that can make it harder to keep talking.

Keep a record before blocking

If it is safe to do so, keep screenshots or notes showing the messages, account names, dates and platform. Do not forward intimate images of anyone under 18. Use the platform's report tools for the specific post or account; blocking or muting can stop further contact while the issue is looked into.

Bring in the right people

  • Contact the school if pupils are involved or the situation is affecting school life; ask who will follow up and when.
  • Use the platform's reporting route and keep a note of any reference number.
  • If there are threats, stalking or immediate danger, contact the police. Call 999 when someone is in immediate danger.
  • If sexual exploitation or grooming is involved, report it to CEOP. CEOP does not handle ordinary bullying or hacked accounts.

Agree a practical plan with school

When you contact the school, give a short account of what happened, when it happened and how it is affecting your child. Share the records you have kept through a safe, agreed route. Ask who will be your point of contact, what immediate steps will help your child feel safe, and when you should expect an update. Avoid posting names or screenshots publicly, which can spread the material further and make it harder to resolve.

If the first response does not resolve the concern, follow the school's complaints or safeguarding procedure. Keep the discussion focused on the child's safety and what support is needed. Online incidents can continue outside school hours, but a school may still be able to help when pupils or school relationships are involved.

Look after the child while it is being addressed

Ask what would help them feel safer today, then agree a check-in for later. They may want to leave a group chat, adjust who can contact them, or keep using the app with different boundaries. Let them have a say where possible. If the experience is affecting sleep, mood, attendance or their sense of safety, involve the appropriate trusted adults and seek further support.