Feedback, compliments and complaints about our service

We put the views of those who receive our support at the centre of our services and welcome feedback from those who have contacted us. All feedback – both positive and negative – helps us to learn, improve and avoid repetition when things go wrong.

If you have some feedback on how our service could be improved, if you have had a particularly positive experience of using our service, or if you would like to complain about an experience of our service, we encourage you to get in touch.

Feedback, compliments and complaints can be shared with the Quality and Service Improvement Team at Samaritans Central Office in any of the following ways:

1. By completing the form on our website
2. By phone, on 02083948313, or 018920946 if you have accessed the service in Ireland (this is charged at a local Irish rate). These phonelines are typically available from Monday-Friday 9am-5pm, excluding bank holidays.
3. By email, to [email protected]. This inbox is typically monitored from Monday-Friday 9am-5pm, excluding bank holidays.
4. By letter, to Quality and Service Improvement Team, Samaritans, The Upper Mill, Kingston Road, Ewell, Surrey, KT17 2AF

Complaints can also be shared with a Samaritans volunteer using the contact details available on our website.

To avoid sharing personal information publicly, any feedback or complaints which are raised via social media channels will be redirected to use one of the channels above. We also do not use videoconferencing as a tool for receiving complaints.

For more information about what happens when you make a complaint, please download our factsheet. If you have any questions at all, please contact the Quality and Service Improvement Team at Samaritans Central Office using the details above.