Anxiety UK offers support, advice and information on a range of anxiety, stress and anxiety-based depression conditions. We provide many services to support those affected by these conditions, from those living with stress or mild anxiety, through to offering help and assistance to those with more severe, complex and longstanding issues.
Our Infoline Services: Further Information
Framework of the Service
This service is built on Anxiety UK’s ethos that those who have at some time in their lives been affected by an anxiety, stress and anxiety based depression are well placed to be able to offer support to others similarly affected.
Infoline Telephone Service
You can call our Infoline on 03444 775 774 between 9.30AM – 5.30PM, Monday – Friday (except bank holidays).
* Calls to this number are the same as dialling an 01 or 02 number. The national rate for these type of calls is generally up to 9p from landlines and from 3p to 55p on mobile phones. However, you made find that this cost is included in your phone plan.
To ensure our helpline provides the best possible service, we record calls for training and quality monitoring purposes. We are committed to protecting your personal information and confidentiality.
We record our calls to:
- Help improve the quality of our helpline service and to ensure the information we provide is consistent and accurate.
- Have an accurate record of all calls relating to support any client transactions that take place over the phone.
- Establish the facts in the event of a complaint by a client accessing the helpline service.
Infoline Email 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 contacting the Anxiety UK Infoline. The service also offers an alternative provision to people who would otherwise call the Anxiety UK Infoline number which is currently not available out of hours.
You can email us at email@example.com for questions about anxiety and how to manage it. Emails will be answered within 24 hours maximum, excluding weekends and bank holidays.
Please be advised that replies from us will show in your inbox as being sent from “Anxiety UK – Support”. Emails sent to us are kept for a maximum of six months and then deleted.
Text service on 07537 416905
Alongside the Infoline telephone, email and live chat support, you can also text Anxiety UK for brief advice. This service is operational Mon-Fri 9.30-5.30. Responses are limited to 160 characters.
Our live chat service runs through the website and allows you to speak directly to one of our volunteers for advice and guidance. You can read more about the service here.
Anxiety UK is unable to respond to telephone numbers given in emails and would ask that individuals call the main Anxiety UK Infoline in such circumstances.
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’. Similarly when speaking to a volunteer over the telephone, they may introduce themselves as ‘Chris’.
Where possible we will endeavour to respond to emails and text messages within 24 hours of receipt (excluding weekends and bank holidays). The services will be checked between the hours of 09.30-17.30 Monday to Friday (excluding bank holidays). We have an automated response system in place that confirms that your email has been received.
All contact with our Infoline service will be kept strictly confidential within the organisation, other than in cases where there may be a threat of terrorism or of significant harm to an individual.
Staff Training & Supervision
All staff and volunteers have attended training on answering emails as well as completing an intensive Anxiety UK core infoline training course. In addition, Anxiety UK’s Infoline Co-ordinator has undertaken training in email helpline skills and oversees the volunteer team answering emails.
All staff and volunteers working on the Anxiety UK email support service receive regular supervision as well as access to ongoing training.
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.
In addition to the infoline, we also offer specialist helpline support to our members. These services provide more specific advice from trained professionals. To access these services you must first become a member and request the contact number.
*Please note: these are NOT crisis services. If you are in need of urgent crisis support, please contact NHS 111, your own GP or present to your local A&E department in the event that you require emergency support.
If you are living with any form of anxiety, mild or severe, we are here to help. Whilst the services listed above are not exclusive to members, becoming a member of Anxiety UK provides those with anxiety with a range of benefits, including fast access to reduced cost therapy, access to specialist member helplines, and much more. For more information please click here, or to become a member now, click here.
We are able to provide support to anyone regardless of UK residency status; indeed we have members from all over the world.
Therapy Services (including becoming an approved therapist): firstname.lastname@example.org
Media enquiries (including help with research and articles, request for comment): email@example.com
Sales queries: firstname.lastname@example.org
Membership and order enquiries: email@example.com
Technical support: firstname.lastname@example.org