Call or Email Us

If you would like to speak to someone about your anxiety, ring our helpline on 08444 775 774. Our helpline operates from 9:30-5:30, Monday to Friday. The helpline is staffed by volunteers with personal experience of anxiety so you will be speaking with someone who has been there.

If you wish to obtain information via email about how Anxiety UK can help you, please use the following form. This service is free and is open to anybody suffering from an anxiety disorder.

Please note, you must agree to our terms and conditions below before using this service.

This service is provided at no cost to the general public. If you have found the service useful, we would appreciate your support through a small donation. This will help us to continue to provide the service to others in need. To make a donation, click here.

 

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Anxiety UK email information service policy – Terms and conditions

Please carefully read the terms and conditions below.

Framework of the service

Anxiety UK’s email information service aims to offer informal, accessible information to anyone living with, or affected by an anxiety disorder. It provides an alternative to ringing the Anxiety UK helpline. The services also offers an alternative provision to people who would otherwise call the Anxiety UK helpline number which is currently not available out of hours.

Please note that this service is not suitable for enquiries relating to membership and other administrative-based problems. Such queries should be sent to the main Anxiety UK email address: info@anxietyuk.org.uk.

This service is built on Anxiety UK’s ethos that those who have at some time in their lives been affected by an anxiety disorder, are well placed to be able to offer support to others similarly affected.

Who responds to emails

All emails received through the email support service will be answered by a trained volunteer and/or staff member, based at the Anxiety UK head office in Manchester.

All emails will be signed off with the pseudonym ‘Chris’.

Response time

Wherever possible we will endeavour to respond to emails within 24 hours of receipt (excluding weekends and bank holidays). The email service will be checked for emails between the hours of 9.30-4.30 Monday to Friday.

We have an automated response system in place that confirms that your email has been received.

Staff training

All staff and volunteers have attended training on answering emails  as well as completing a 3 day, intensive Anxiety UK core helpline training course. In addition, Anxiety UK’s Services Manager has undertaken training in email helpline skills and oversees the volunteer team answering emails. Staff and volunteer training is ongoing.

Support & supervision

All staff and volunteers working on the Anxiety UK email support service receive regular supervision as well as access to ongoing training.

Monitoring & record keeping

All emails received will be archived in a secure server for 3 years after receipt due to legal reasons, after which they will be deleted. Addresses of emails received will be stored in an address book, accessible only to volunteers and staff working on the Anxiety UK email support service.

No records will be kept of email correspondence other than the emails themselves in accordance to the time scale referred to above. The service will be routinely monitored to ensure that standards are maintained and that a quality service is consistently provided.

Data protection

Anxety UK will not divulge any information to third parties unless information is relevant under the Prevention of Terrorism Act, in which case we are obliged to disclose all information to the police. Anxiety UK is registered under the Data Protection Act.

Technical issues

Anxiety UK, like any organisation, is vulnerable to attack by viruses and other technical problems. Wherever possible, Anxiety UK will endeavour to ensure that its virus protection system is kept up to date and functional. When technical problems do arise, we will do our best to resume service as quickly as possible. As we do not have an IT department or worker, we cannot set a time frame for resolution of problems as we are dependent on the goodwill of volunteers.

Complaints

Any complaints about the email support service should be channelled through the main Anxiety UK complaints procedure – a copy of which is available upon request (08444 775 774).

Equal opportunities

Anxiety UK is committed to ensuring that equal opportunities are provided to all and has an equal opportunities policy that is available upon request.

Confidentiality

All emails received will be kept strictly confidential within the organisation.

Other issues

Call backs

Anxiety UK is unable to respond to telephone numbers given in emails and would ask that individuals call the main Anxiety UK helpline in such circumstances.

Inappropriate use of service

Anxiety UK will not tolerate rude, offensive, racist or sexist language. Emails received with content deemed offensive, racist, sexist etc. will not be answered.