If you have any questions about how our text service works, they should be answered on this page.

I am over the moon with the service I received from you. It is no understatement to say, I have felt like I have been playing some kind of rubik’s cube over the last couple of months, constantly trying and retrying different avenues, but getting mentally exhausted and ending up in the same place. Your reply with the different options given, has left us feeling that there is help we can connect to.

What you can expect from our Infolines

Confidentiality

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
• we are told about acts of terrorism or bomb warnings
• you are under 18 and we think you are at risk of serious harm
• you are 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, and will explain our policy to you and tell you if we feel we might need to contact emergency services to help you access support.

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

If you contact us by email we will be able to see your email address and your IP address. Although your email address and IP address are kept confidential, you may prefer to remain completely anonymous by setting up another email account. Emails, letters and call recordings are stored securely and then deleted after three months for Mind Infoline and seven years for Mind Legal Line.

Anonymised details of queries, such as age and query topic, are kept to help us develop the service and raise funds to keep it going.

Access

Hearing or speech impaired callers may contact us using the main helpline numbers or choose to use RNID textphone services to contact us.

We can arrange an interpreting service using Language Line services.  Ask the Mind infoline team member when you call, if you want to use this service.

Cost

Phone calls from UK landlines are charged at local rates. Charges from mobile telephones vary considerably.  The charge for your call will depend on your mobile phone provider and the contract that you have with them.  Mind does not get any money from telephone calls.

Donations to our work

Our helplines are dependent on donations to remain open. If you can, please make a donation so we can continue to support people in need.

Students

We can’t help you with essays or research projects, as our staff do not have the capacity.  Have a look at our information and support pages, as it may be of use.

You may print any of this information for your own use and are welcome to quote it in your essay or project, taking account of your own responsibilities to cite sources and give references.

Quality assurance

The Mind Infoline has achieved the Helplines Partnership Quality Standard for Helplines.

With support and understanding, we enable people to make informed choices.