Helplines

Telephone

Our helplines are staffed by trained advisers. They'll listen to you and treat you with respect. We expect the same from you. We won’t share what you tell us, unless we absolutely need to. There’s more information in our section on confidentiality below. 

Email

If you email Infoline, you’ll receive an automatic acknowledgement from the info@mind email address. This lets you know we’ve received your email. You can expect a reply to your email within 5 working days.

Letter

If you write to us, we’ll respond within 5 working days of receiving your letter (or 15 days for Legal line enquiries). Our reply will be sent by second class post unless you’ve asked us to respond to you in a different way, such as email.

If you need mental health information and our helplines are closed, please visit our online mental health A-Z or contact NHS 111.

For a listening ear or just someone to talk to the Samaritans are open 24 hours a day, 7 days a week. You can call them on 116 123 (Freephone) or email [email protected]

Our page on crisis helplines and listening services lists many more services that may suit you.

Mind Infoline and Legal Line are confidential services. We want you to feel safe when you talk to us. We would only need to share what you tell us with someone if:

• You ask us to get you help because you can't do this yourself
• We believe someone else is at risk of serious harm
• You're under 18 and we think you are at risk of serious harm
• You're over 18 and have told us your name and where you are, and we think you are at risk of serious harm

We always want to give you as much control as possible. We will explain our policy to you. We'll then tell you if we feel we might need to contact emergency services to help you get support.

Telephone calls are recorded but for training purposes only. If you contact us by phone we'll be able to see your phone number. We might use this if one of the situations listed above comes up. If you prefer to remain completely anonymous, you might want to withhold your number before calling.

If you email us we'll be able to see your email address and your IP address. We'll keep these confidential. If you prefer to remain completely anonymous, you could set up another email account and use that to contact us.

Emails, letters and call recordings are stored securely and then deleted after 3 months for Mind Infoline and 7 years for Mind Legal Line.

We keep anonymised details of queries (like the age of the person who contacted us and the type of information or support they needed). This is to help us develop our service, and raise funds to keep it going.

Hearing or speech impaired callers

• For our Infoline call: 18001 0300 123 3393
• For our Legal Line call: 18001 0300 466 6463

A relay assistance will either type or repeat the words either of us are using so we can have a conversation. You can find out more about this works on the Relay UK website.

You can also use the free NGT Lite app.

Speaking to us in a different language

We can provide an interpreter using Language Line. This service offers translation in over 170 languages. It's free to use.

• For our Infoline call: 0300 123 3393
• For our Legal Line call: 0300 466 6463

Remember to ask for the Language Line service when you call.