Terms and conditions, FAQ

Opting out of receiving a phone call, how will I get my guide?

To opt out of us calling you for your details text NOCALL MIND to 70060.

We will then send you text messages. The first will acknowledge that you have opted out of receiving the call. The next will ask for you name and the final one will ask for your address by text.

If we are able to recognise your address details we'll get your guide to you. If we cannot we'll ask that you contact our Supporter Services on 020 8519 2122 or email contact@mind.org.uk

If you don't want to be contacted by us at all you can find more information about stress and anxiety on our website.

Text charges for opting out or supplying your address details

Some mobile networks charge a standard text fee when you send a text to opt out. Unfortunately we have no control over this.

Text charges are free if you’re on O2 or Vodaphone. If you're on EE it will cost 3p, if you're on 3 it will cost 10p. (Or count as part of your monthly text allowances)

Mind does not receive any income from these text messages.

If you would like to contact us for us to send the Guide to you please contact our Supporter Services on 020 8519 2122 or email contact@mind.org.uk

Data protection

Mind will only collect, process and store information we have openly collected from you or with your consent, in accordance with data protection laws. Your details will be held only by Mind and will not be made available to any third party, except where otherwise stated.

If you have any queries concerning this right, please contact our Data Protection Officer at Mind 15-19 Broadway, Stratford, London E15 4BQ or email us on dataprotection@mind.org.uk

Suppliers we work with

Sometimes we work with external suppliers to contact you, simply because our team isn't big enough and it's more cost effective.

we only work with professional organisations that meet our high standards and we train, monitor and regularte our external suppliers to meet our standards.

Everyone we work with that has contact with you takes part in mental health awareness training.

How will my phone number be used?

We will call you to ask for your address details so we can send the guide to you. we'll also ask if you would like to hear from us again by phone in the future.

If you choose to opt in to hearing from us by phone we'll call you once a year to talk about what work we're doing and ask if you would like to support us.

Will you sell on my personal details to other charities/companies?

We use carefully selected suppliers to help deliver our communications, and we will keep any personal information safe, only using your details to contact you in the ways you’ve agreed to. We will always adhere to laws around the use of data, and we will not share your details with anyone else, including other charities.

Are you going to ask me for money?

This is a free guide to help anyone who might be experiencing stress and anxiety. We are not asking for any money in exchange for this guide. It is completely free.

Mind is a charity and we rely on donations to continue our work. If you would like to give a gift you would be helping us make sure no one has to face a mental health problem alone.

There has been a lot in the press about charities hounding people for donations. Are you going to call me back and ask for donations? 

We will not contact you again by phone unless you agree to us doing so. If you are happy for Mind to contact you again in future then we may contact you about fundraising campaigns. You can opt out of this at any time. If you’d like to know more about our data protection policy, please contact us on 020 8519 2122 or email contact@mind.org.uk

Do you contact elderly people and ask them for money?

We only contact people who have agreed to share their information with us. We do not have information about the dates of birth of all of our donors. However, people of all ages donate to Mind and support our work. Our supporter promise can be read here if you would like more information.

How do I know you are genuinely working for Mind?

If you have been called by person claiming work for Mind and you believe they might not be genuine, please contact the Mind’s Supporter Care team on 020 8519 2122 or email contact@mind.org.uk with information on who approached you, how and when.

Can I opt out of future communications?

Yes, you can. All you need to do is contact contact@mind.org.uk or call 020 8519 2122 to let us know.

I wish to make a complaint.

We take complaints very seriously. Please can you contact us at contact@mind.org.uk or telephone us on 020 8519 2122.

Does Mind comply with official standards in fundraising?

As a member of the Fundraising Standards Board (FRSB) Mind fundraises in accordance with the FRSB Fundraising promise and the Institute of Fundraising Codes of Fundraising Practice.

We will acknowledge receipt of your complaint. We will then commit to investigating and responding to your complaint as quickly as possible. Following our response, if you are still not happy with the outcome of your complaint, you can contact the FRSB.

I have experience of mental health problems - you should not call me.

If you don’t want to receive a call from us, please contact contact@mind.org.uk call 020 8519 2122 to let us know.

If you need further support for your mental health problems, contact our Mind Infoline 0300 123 3393. It’s completely confidential and they can offer information and support. Our lines are open Monday to Friday 9am to 6pm. You may also find it helpful to look at our mental health information on our website

I think this campaign is brilliant and I’d like to do more for Mind. What are my options?

There are many ways you can get involved with Mind. What you do will depend on your interests and how much time you want to spend on it. You could join our Mind membership scheme, which will put you at the heart of everything we do, including helping us shape our future strategy and electing our Trustees. You can be a volunteer at one of our events, join our campaigns for better mental health services.

Don’t forget you can also volunteer in your local Mind shop, or get involved with activities at your closest local Mind. Find out more on our website: www.mind.org.uk/get-involved

Why is Mind running this campaign?

As a charity one of the things we do is to offer advice and support to anyone who needs it. This free guide will help people experiencing stress and anxiety.

We hope that during this campaign at least 4,000 people will get the support and advice they might otherwise not have got.

Our campaign is helping raise awareness of stress and anxiety. We have found that 50 per cent of people don’t realise that anxiety can be a mental health problem and therefore they don’t seek help.

People still feel stigmatised by mental health problems and our message is loud and clear that ‘it’s ok to cry’ and that if you are struggling with your mental health it’s ok to ask for support.

I ordered my stress and anxiety guide and haven’t received it.

Please email our Supporter Care team to let us know you’ve not received your guide along with your name, address and mobile number we called you on at contact@mind.org.uk or call us on 020 825192122 and we’ll get another sent out to you.

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