Samaritans Reviews 

477
•
TrustScore 2 out of 5

1.8

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Review summary

Created with AI, based on recent reviews

Looking at 126 reviews, most reviewers were unhappy with their experience overall. People frequently mention that customer service lacks empathy, with many feeling dismissed or abruptly cut off during their most vulnerable moments. Consumers also noted severe difficulties in getting through to someone by phone, often experiencing frustrating delays, unhelpful communication, and robotic responses from the volunteers. Some people were satisfied with the support they received, describing the staff as kind, attentive, and genuinely caring during times of distress. Reviewers truly appreciated when volunteers patiently took the time to listen, offering comforting advice that made a positive difference in their day.

What people talk about most

Customer service

Users describe negative interactions with customer service, reporting that reviewers often feel dismissed,... See more

Staff

Customers consistently note ambiguous experiences with staff, ranging from deeply disappointing encounters... See more

Service

People report ambiguous experiences with service, as some reviewers describe the staff as lovely and praise... See more

Customer communications

Reviewers express profound dissatisfaction regarding customer communications, highlighting frustrating... See more

Ethics

Clients share dissatisfaction regarding ethics, expressing frustration over policies concerning support... See more

Reviews shaping this summary

Rated 2 out of 5 stars

Many of them seem to prefer you being really low and self-destructive. Randomly ask if you're suicidal, when you say no they sound disappointed. Asking this when you're just talking generally is upset... See more

Rated 1 out of 5 stars

I just called them, 10 minutes ago, 14:33 on Tuesday, September 29-th 2026 to get some help with my suicidal tendencies after years of drugs and alcohol abuse. I spoke with Audrey, (asked her a... See more

Rated 1 out of 5 stars

If you talk for any reasonable length of time( even as little as 20 minutes sometimes)they'll just dismiss you and end the call which leaves you feeling rejected and often feel worse than before you... See more

Rated 1 out of 5 stars

I called yesterday as I was feeling really low and upset and needed someone to talk to. The volunteer I spoke with appeared disinterested throughout the call and showed very little empathy. It felt as... See more


Company details

About Samaritans

Written by the company

Samaritans cannot respond to you on TrustPilot, so we encourage you to share your feedback with us directly. Samaritans aims to give the best experience to everyone who uses our support, in every conversation. But if you have had a negative experience of any kind or wish to share some feedback, please do so using the links below: Share your feedback directly via our complaints form visit our website Samaritans is a registered charity in the UK and Ireland that provides emotional support for people struggling to cope.

About our service

Samaritans believes that people are the experts on their own lives and situations, and have the right to find their own solutions. Therefore, volunteers will never provide advice or tell people what to do. They can however signpost people to other organisations.

view our privacy policy
If you are struggling to cope, remember you can call Samaritans free on 116 123 or email jo@samaritans.org, any time of the day or night.

Contact info

1.8

Poor

TrustScore 2 out of 5

477 reviews

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No recent history of asking for reviews

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1.8

All reviews

(477)

116 reviews in the last 12 months

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Rated 1 out of 5 stars

I rang them in desperation and told…

I rang them in desperation and told them I was ready to take an abundance of tablets. She went silent, never spoke to me. I asked for help multiple times but there was nothing. Luckily my sister turned up.
If someone calls the samaritans, they are rock bottom. N9 help. Nowhere else to go

December 22, 2023
Unprompted review
Rated 1 out of 5 stars

Please if you are feeling suicidal or…

Please if you are feeling suicidal or low please don't contact these assholes, they will make you feel worse, I actually did the training and was appalled that you couldn't try and talk someone out of suicide or get them help, just listen while they did it ! It's sick and also they talk about people who ring in and snigger etc, it's disgusting it's a breach of confidentiality and appalling behaviour shame on you Samaritans

December 10, 2024
Unprompted review
Rated 1 out of 5 stars

I've tried 3 times to phone Samariyans…

I've tried 3 times to phone Samaritans within the last 10 minutes but each time their voice mail comes on saying, "I'm sorry but all our volunteers are on calls with other people. Please try again in a few moments!" Please take my call!!

December 4, 2024
Unprompted review
Rated 2 out of 5 stars

Phoned them after the crisis team have…

Phoned them after the crisis team have failed me multiple times. Woman picked up the phone and she sounded so utterly disconnected from life I think she is the one that needs help not me. I hung up after 20 seconds from hearing her voice. Creepy. Need to speak to someone that is actually THERE!

November 15, 2024
Unprompted review
Rated 5 out of 5 stars

Steven/stephen SAMARITANS

Steven/stephen idek.. goodness me. Never have I even had a phone call with any worker from any company cheer me up like you. When I say he saved a life tonight, he really did. Bless your heart i will think of you for the rest of my life, you made a difference today.

November 23, 2024
Unprompted review
Rated 5 out of 5 stars

Samaritans biggest supplier is from the…

Samaritans biggest supplier is from the incompetence of the nhs north middlesex university trust hospital. I've spent hours trying to get through for my mri appointment tomorrow at 11:30 no one ever answers or constantly engaged ive been passed to 8 different departments none have got a clue who and where I'm supposed to be going tomorrow

November 20, 2024
Unprompted review
Rated 1 out of 5 stars

It's true

I feel the same speaking to them too, I feel worse, and whenever you type anything into Google they offer Samaritans. Say helps available. But it isn't.they don't help.

November 10, 2024
Unprompted review
Rated 5 out of 5 stars

Probably one of the better helplines

I called them while in an extremely bad state after harming myself and I was shaky and not very talkative but the guy over the phone was so patient. He listened to me for as long as I needed with no judgment or rush to get me off the phone I’m used to with other helplines. What’s really great about them is they encourage you to call whenever you need it. There’s no shame in calling them and that makes it so much easier to talk compared to so many other helplines where they almost rush to get you off the call. For a free service it’s extremely good in my opinion. The volunteers seem genuinely human and empathetic and sometimes that’s what you need in those situations. They’re not perfect but obviously it’s not therapy and they’re volunteers but genuinely I was surprised by how patient and caring they were

November 8, 2024
Unprompted review
Rated 1 out of 5 stars

Feel more suicidal after talking to Samaratins

I understand The Samaratins are a volunteer service and would have benefits for some people. However it should not be used if someone is thinking of suicide.

The Samaratins is the last hope for someone looking to take their life. But explaning and re-living your issues, whilst you are suicidal, without any actual resolution from samaratins, can make things a lot worse and drive you over the edge.

I called The Samaratins when I was suicidal and that exact thing happened to me - they made me tell them why I was suicidal which confirmed my desire to commit suicide. It was only a friend that could track me that was able to stop me in the end.

Samaratins can help you to commit suicide, not the other way round.

October 28, 2024
Unprompted review
Rated 5 out of 5 stars

Spoke to Nick and thankfully he ignitedvolunteers2…

Spoke to Nick and thankfully he ignited a spark of connection I needed at 4am.

Im very grateful that a service like this exists and grateful the number comes up when googling unhelpful strategies for changing things.

Nick was excellent at his job. Listened to me and pointed out certain patterns and focuses of the things on my mind to allow me to consider what I'm really struggling with. He really is a credit to the service. I just wish most people who need support could understand that this is not a counselling or mental health service. Legally these kind "volunteers" cannot give advice or describe their own experience as if you take something the wrong way and harm yourself they will be blamed.

These people are volunteers and gain nothing by answering your call at 4am as they did mine. Clearly they just wish to offer an unbiased ear for you to chat to.

Let's face it all you selfish people out their who expect expert level counselling on a free line. Your highly paid psychiatrists aren't even able to give the time you need so fling you on the nearest drug.

Give them a break they want to help hut legally can only say certain things. Stop calling and torturing them! They can't stop you from cutting yourself or hanging yourself. If you really want to do those things why do you have to drag them down with you. Truly sociopathic to actually expect a stranger to be able to talk you down when all you want is attention not to connect to another human being.

Honestly sometimes I wonder how there are so many manky narcissists to clog up a service like this. Makes me sick.

Why is it you don't guilt trip your family or friends but will treat a stranger like they owe you something? Trash of the lowest degree.

November 2, 2024
Unprompted review
Rated 1 out of 5 stars

I've genuinely only phone Samaritans…

I've genuinely only phone Samaritans once before in my life, years ago after my dad died in my arms and I broke up with my fiance at the time not long after... I never thought I would ever feel as suicidal in my life as I did at that time, but I was fighting the urge to chuck myself in fro t of a train yesterday! I knew if I didn't speak to someone I would act on it so I attempted to reach out to Samaritans 3 separate times within an hour period and was on hold for what seemed like forever each time and never managed to get through! I ended up having to phone my best friend instead at stupid o'clock bawling my eyes out and getting a taxi to hers to make sure I didn't act on my thoughts and urges! Suicidal thoughts and urges are not something you generally feel like you want to talk about often, especially to the ones that are dearest to you as you may often feel like a burden to them, so it's in these times that Samaritans should be at the other end of the phone to listen as best as they can! Yet when they don't answer after several attempts within an hour at someone's genuine hour of need, that can be the difference between LIFE AND DEATH!!!!! Thank F*£K my best friend was there for me at the time because I wouldn't be alive today otherwise... NO THANKS TO SAMARITANS!!!!! ABSOLUTELY USELESS AND HAS MADE ME LOSE EVEN MORE FAITH IN HUMANITY THAN THE VERY LITTLE AMOUNT I HAD LEFT!!!!! 😞

October 31, 2024
Unprompted review
Rated 2 out of 5 stars

The Hold Experience

Guys I have altogether; taken a poo while on hold, taken an overdose while on hold, and been so bored I fell asleep on hold. The true Samaritan experience is the gamble of the hold.

October 23, 2024
Unprompted review
Rated 2 out of 5 stars

The need to phone a line like this…

The need to phone a line like this (nowadays), makes you wonder yourself.
You are the problem! Only you can make the difference! We dislike the other person on on the other side of the phone for not understanding our problems. But it's not there fault! We are only human.
But most people on here are not GOOD samaritans. Phone a helpline. This is no longer a religious helpline

October 22, 2024
Unprompted review

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