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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1-star

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

Bland response

I wasn't particularly low, but racing thoughts and wanted to self harm. Called the Samaritans and the woman over the phone barely said anything and bland. Felt bad before, and cried after.

June 24, 2026
Unprompted review
Rated 5 out of 5 stars

I hope you find her name

I hope you find her name. My name is Katie I'm a messed up narcissist I can't remember her name but she saved my life call started at 5:39 ended 1 hour and 39 mins later. Didn't judge and understood my words. I've never felt so listened to despite not fully understanding but is willing to listen. I'm writing this as this call saved me I genially appreciate this call pay her or give a raise or whatever please

June 22, 2026
Unprompted review
Rated 1 out of 5 stars

Cancerous organisation, riddled with gaslighters

After over a decade of using Samaritans, my view is it stopped being fit for purpose a good few years ago. In recent times, I've been fruitlessly wringing the dregs out of a dying fish - wrapped in a sock and dragged out of a sewage-polluted river on a hot day.

Don't forget, this is the same organisation that was in the news in 2019 because a number of its middle-aged males were meeting up with women for sex - clearly grooming them during the calls.

That behaviour does not happen in a vacuum, it happens because of a radioactive culture, off-target recruitment, robo-corp 'training' and complete lack of accountability across the board.

A disturbing number of these volunteers now appear to be on a power trip. They will try to put you in a position where you feel the need to justify yourself and why you're worthy of help. then try to weaponise what you share with them with in a poor attempt to make you doubt yourself.

The fact is many of these people are unwell, but have never had the guts to take themselves off to therapy and are trying to sublimate their own pain through 'helping' others.

This frequently involves taking a short tour around in the lives/minds of the caller - info gathering, profiling, stereotyping and judging then abruptly ending the call when they get bored. That sadistic, detached behaviour is no different than the kid who burns insects in the midday sun under a magnifying glass.

They really are unworthy of your life stories.

My advice is, if you really must call these people, be careful what you share. Challenge them & enforce your boundaries.

I highly suspect some of these clowns have Chat GPT / Google AI Overview open during your call and are repeating its bilge.

June 17, 2026
Unprompted review
Rated 1 out of 5 stars

As much use as a stick

As much use as a stick. The woman i spoke to wasn't at all helpful. They just can't be bothered to advise or support you. I mean no disrespect but they sound lifeless. Do not ring these for help. Go to your GP, best mate, family or another mental health team.

June 4, 2026
Unprompted review
Rated 1 out of 5 stars

Shame on you

I can’t believe that a place that’s meant to care don’t even pick up phone what is world coming to it’s obviously people in wrong job narcissistic no empathy get people like myself into jobs shame on you all

May 24, 2026
Unprompted review
Rated 1 out of 5 stars

Atrocious

Atrocious. The ‘Samaritan’ asked me to stop talking and then wished me a ‘good day’!!!???
SERIOUSLY!?
Zero empathy, compassion, understanding… it’s no wonder people top themselves

May 17, 2026
Unprompted review
Rated 1 out of 5 stars

Disgusting filth if you intend to kill…

Disgusting filth if you intend to kill yourself this scum organisation cares little in fact they get off on hearing peoples problems and the hell they are going though don’t engage with them they are completely evil people and will prompt you to end your life Don’t end your life because you are special and deserve better 👍

May 15, 2026
Unprompted review
Rated 1 out of 5 stars

They don’t just listen they give inappropriate advice

I phoned as I wanted a safe space to be heard , what I got was half an hour of someone choosing not to listen . But intercept about going back to unhelpful GP’s even , though I told I have been down that road time and again. Then I was advised to try third party for profit thereby providers the type that at best offer a few free seasons , I was then advised to go knocking doors to find a job .They are pathetic. I did not ask for advice nor respond to it as it was of no use to my circumstances and a lot of thinks I had already tried .

But it’s just a myth that they don’t give advice as they do and this is not the first time they have tried to push other terrible services like NHS self refer and many other third party private . Companies

The person could not be quit for a few minutes listen. or comprehend . It would seems they did want me to open up and just sign post me elsewhere. When they mean to be a listening service
Later on I consulted chat GB which helped me a lot more sense of a messy life then the Samaratains real AI

May 7, 2026
Unprompted review
Rated 5 out of 5 stars

I will keep donating because these lot…

I will keep donating because these lot are always here when I need them. Thank you so much for volunteering your time 24/7 to hear our problems. To those that moan they dont help they are here to listen they CANT advise only LISTEN!!! Much love to you all thank you so much xoxo

May 9, 2026
Unprompted review
Rated 1 out of 5 stars

Messaging service is down and email…

Messaging service is down and email service has been removed. Only discovered email was no longer available after writing all I was experiencing and the thoughts I was having. To pour it all out and find no-one listening was just further disheartening. Do they really give a damn. ?

May 2, 2026
Unprompted review
Rated 5 out of 5 stars

Wonderful concept

Wonderful concept. The guy I spoke to was soft spoken, considerate and listened. A volunteer who decided to dedicate his time to helping a stranger in need. It was a simple interaction which gave me faith in human kindness and I'll never forget it.

April 25, 2025
Unprompted review
Rated 1 out of 5 stars

I was experiencing an extremely low…

I was experiencing an extremely low mood on the verge of suicidal. I have worked in mental health and know how important it is to show empathy even if you are on the phone. I was met with coldness and nonchalance that was noticeable even via the phone. I felt like I was going to lose my mind and the more intense I became, I realised that he hadn't interjected but ended the call or just out the phone on the side as the timer on my phone was still going. Having been use to people not listening to me, I just accepted it fir what it was. I urge the Samaritans to look closely at who they have volunteering for them. The importance of having an empathetic person could make such a difference between life and death it's that serious Samaritans should deal with this seriously. I will contact them directly as this isn't the first time I have called and was made to feel even worse. It's unacceptable

April 12, 2026
Unprompted review
Rated 1 out of 5 stars

Now i can understand why men dont want…

Now i can understand why men dont want to talk to Samaritans and deal with things on their own or takjng their own lifes is because they dont want to listen, instead blaming us for the problems we are experiencing, if it is women they get listened to, I will not be using this again.

April 6, 2026
Unprompted review
Rated 1 out of 5 stars

Total lack of empathy

Total lack of empathy, sends you messages that you have taken up their time and when I did the maths….it didn’t up. Their funders are being manipulated 😞

March 24, 2026
Unprompted review
Rated 1 out of 5 stars

Just no empathy

Just no empathy, silence and no sympathy for my suicidal state, quite happy to end the call with me in distress. 0 from 5 stars.

March 25, 2026
Unprompted review

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