Samaritans aims to care for their callers to the highest possible standard at all times. To help achieve this, we encourage anyone who is not entirely happy with the way they have been treated to let us know immediately. All complaints will be investigated fully and sympathetically and all information given will remain confidential in accordance with the Data Protection Act 1998.
It is important that you give as much information as possible in order to fully investigate your complaint. Your information will not be passed on to anyone without your consent and is securely stored within our Head Office. In order to effectively handle a complaint properly, we will in many cases need to allow the Chairman/Director of the branch involved to contact you directly, with your prior consent, in order to resolve the complaint. Once the complaint has been resolved, your details will be destroyed within the branch involved, but remain with our Head Office.
It is our aim to resolve a complaint within 7 days of receiving it. However, in some cases, this isn’t possible and we hope you can be patient while we investigate the complaint on your behalf. If you have any questions or wish to add information concerning your complaint, please feel free to contact a member of the Quality Team on +44(0)208 394 8300. You can also read the full Complaints Procedure.
Thank you for your trust.
The Quality Team
* denotes a required field