I contacted SHOUT whilst acutely stressed and anxious and feeling unable to cope. I waited 4 hours and 15 mins to speak to a volunteer and then they seemed to be following a script. They offered co... ãã£ãšèŠã
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Absolutely appalling! I was connected to someone called Katie! I have an eating disorder as a result of being skinny and fat shamed over the years. Needless to say, I feel worthless at times. I was ho... ãã£ãšèŠã
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I wish I had looked at the reviews before. I first tried to make contact in October 2025 and have tried probably about twice a month since. I was finally connected to someone this morning but it did n... ãã£ãšèŠã
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Long wait (2 hours) which would be fine if they were helpful - but updated googles estimated â5 minute responseâ. Sent automated linksâs to resources and other crisis lines that did not work.... ãã£ãšèŠã
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Anxious? Worried? Stressed? ð² Text SHOUT to 85258 for 24/7 crisis support. This page cannot provide counselling or discuss conversations.
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Amazing and kind volunteers
Spoken to shout a number of times, first time wasnât too great but the others were amazing. I found that they really got down to the problem. The second time I spoke to shout, the volunteer made sure I was 100% safe before talking to me. Each time I felt listened to and heard.
The waiting time did vary, sometimes it was around a 5 minute wait and others were a bit longer but they do have quite a lot of people to get to.
However, itâs definitely worth the wait
Would definitely recommend
2024幎10æ26æ¥
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Shout 85258 ããã®åç
Hello Chloe,
Thank you for taking the time to leave a review.
It's a demonstration of your own resilience that after your first conversation, you didn't give up but tried us again and really made a connection with your volunteer in subsequent conversations.
Knowing that you felt heard means so much to us and our volunteers. We think they're pretty amazing too ð
We are here for you and thanks for sharing your experience with others.
All the best,
The Team at Shout
took 7 hours to get in contact with someone
I initially reached out at 10:53pm when I was struggling, but didnât get in contact with anyone until 5:22am when I was asleep. I understand that this service uses volunteers and can be very busy, but waiting 7 hours for a supposed 24/7 crisis service is unacceptable.
2024幎10æ25æ¥
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Shout 85258 ããã®åç
Hello Taylor,
Thank you for taking the time to leave a review.
We're sorry to hear about your wait time. Our service can get very busy at times, especially at night and while we aim to reach people within 30 minutes - this isn't always possible but do respond to everyone.
We hope this won't dissuade you from giving us another try when you need to chat and we're currently training new volunteers to bring down the wait time at peak hours.
Kind regards,
The Team at Shout
Robotic non helpful responses
Awful. Felt like I was talking to a robot. Everytime I tried to talk about my situation I only recieved âI hear your painâ or something like that. Honestly AI could give better responses.
2024幎10æ23æ¥
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Shout 85258 ããã®åç
Hello Seren,
Thank you for taking the time to leave a review.
We're sorry to hear your experience was unhelpful despite finding the courage to text in to talk and you felt your volunteer's responses were robotic. We'd like to know more so we can see what happened and learn from this. If you'd like us to do this then please email info@giveusashout.org quoting reference SD-59776 and we will be in touch.
We hope this won't deter you from texting us again.
All the best,
The Team at Shout
long waiting time
long waiting time, almost offed myself
begged a volunteer to stay after only 20 mins and they said they still are going to close the conversation
and your generic responses to each review is just very saddening, youâre not reliable and not a 24/7 line.
if you canât meet the criteria you claim to then whatâs the point of this even existing
disappointed.
2024幎10æ23æ¥
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Shout 85258 ããã®åç
Hello someone,
Thanks for taking the time to leave a review.
We're sorry to hear your experience was not helpful and would like to know more - please reach out to info@giveusashout.org quoting reference SD-59741 and a member of the team will respond.
Our service is supporting people 24/7 but can get very busy at times but we are working hard to bring this time down and reach people sooner.
All the best,
The Team at Shout
Never been able to get through ever noâŠ
Never been able to get through ever no matter how long you wait or when you try.
2024幎10æ21æ¥
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Shout 85258 ããã®åç
Hello George,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been unable to get through to our service despite trying several times. We understand that not receiving support when you need it is incredibly hard.
If you're not receiving our automated messages then there may be a block on your device. Details on removing a block can be found here: https://giveusashout.org/instructions-removing-sms-short-code-block-your-device/
Thanks for sharing your feedback and we hope you'll give us another try.
All the best,
The Team at Shout
I first texted at 20.52 itâs now 00.13âŠ
I first texted at 20.52 itâs now 00.13 - still no response. Please donât say you are available 24/7 when you are not.
Update - after a distressing night my husband tried again at 9.05am and got through about 20 mins later - showing that day is much easier to navigate than night. The advice was however flippant, not helpful and he could have walked out to a bus stop and probably got safer advice.
I felt worthless before but I also know now a supposed 24/7 service isnât interested in me either.
2024幎10æ20æ¥
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Shout 85258 ããã®åç
Hello Treaclesmum,
Thanks for taking the time to write in and leave a review.
We're sorry you had to wait so long to be connected to a Shout Volunteer. We aim to reach people within 30 minutes but there are times when demand for our service makes this unattainable but we are working hard to train more volunteers to reach people sooner.
Regarding the advice your husband was given - If you would like us to look more closely at this then please ask him to email info@giveusashout.org quoting reference SD-59607 and a member of the team will reach out for more information.
We hope this won't put you off from reaching out and giving us another try.
All the best,
The Team at Shout
Not quick enough
Considering the service is meant to support people in crisis, people who could make a life changing decision within a split second, it is not quick enough. I initially messaged at 00:03. The time is now 1:27. No response. Thank god one of my friends were able to pick up the phone to me.
*Update at 02:38- still no reply. Ended up opting out*
2024幎10æ19æ¥
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Shout 85258 ããã®åç
Hello elliepowellxx,
Thanks for taking the time to write in and leave a review.
We're sorry you had to wait so long to be connected, only to eventually give up, and we understand your frustration. We aim to reach people within 30 minutes but there are times when demand for our service makes this impossible but we are working hard to train more volunteers so we can reach people sooner.
We do hope this won't put you off from reaching out and giving us another try.
Kind regards,
The Team at Shout
Disappointing
If I could give 0 I would.
Tonight I waited 3 hours and all I got while waiting was a link that was repeated 3 times and the suggestion to call during the day when they are quieter.
Sorry but a mental health crisis isn't something you can schedule into your day.
I actually feel worse waiting and not getting through.
How appaling that you can feel....... And get left without support.
Editited 18/10/24
Absolutely disgusting that you claim to be available 24/7 but you're NOT.
Having a chat line available to text but with no response isn't the same as being available.
Looking back over my attempts to get through I have always waited 2 hours plus and several times I have been cut off because I happened to momentarily leave my phone, albeit after 2 hours of waiting clinging to the phone.
I seriously think these textservices need serious reviewing because it's harmful and false hope to claim to be available 24/7 when you're not.
Editited 21/10/24
The response from SHOUT is generic.
You might like to reach people within 30 minutes but my experience is you never do regardless of time of day or night.
I texted on Saturday am, pm and night and I waited 3 hours 5 minutes, 2 hours,, 53 minutes and 2 hours 20 minutes and the 1st 2 people I texted completely ignored the answers to my questions and kept repeating themselves, most unhelpful.
The 3rd was much better.
So my experienced over 2 days, 4 interactions is 3 were a waste of time and I actually felt like........ Afterwards.
2024幎10æ17æ¥
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Shout 85258 ããã®åç
Hello Teresa,
Thanks for taking the time to leave a review.
We're sorry to hear you had to wait so long to be connected to a Shout Volunteer.
We try to reach people within 30 minutes but there are times, especially overnight, that this may not be possible and the wait is considerably longer as all our available volunteers are supporting other people.
We hope this won't deter you from texting in again when you need to share your feelings and take support. We are training volunteers to take conversations and reach people sooner.
All the best,
The Team at Shout
Iâm currently waiting for a responseâŠ
Iâm currently waiting for a response from shout. I messaged them at 1:00pm and itâs currently 1:05pm (they normally reply within two seconds). Last night I messaged them and it took them 5 hours to answer. Some of the volunteers are useless, Iâve been told to contact emergency services on my own even though I was physically unable to at the time.
Edit: itâs now 1:20pm and Iâm still waiting for the âwelcome to shout weâre here to support youâ message
2024幎10æ17æ¥
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Shout 85258 ããã®åç
Hello,
Thank you for taking the time to leave a review.
We recently had an issue with our network provider which caused delays and impacted people trying to use our service and we're sorry that you were affected.
Regarding your feedback for our volunteers -We'd like to hear more about this so we can investigate - please email info@giveusashout.org quoting reference SD-59520 and a member of the team will be in touch.
We hope this won't deter you from reaching out again when you need support.
All the best,
The Team at Shout
waits of 2,3,4 hours
waits of 2,3,4 hours with an automated text every 20 minutes
2024幎10æ11æ¥
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Shout 85258 ããã®åç
Hello Lucy,
Thank you for taking the time to leave a review,
We understand that long wait times can be very difficult when you need support and are waiting to be connected to a Shout Volunteer.
We are training volunteers with the aim of reaching people sooner and bringing down wait times.
Thank you for your feedback and we hope you'll give us another try.
All the best,
The Team at Shout
I waited 3 hours after asking for help
I waited 3 hours after asking for help. They constantly kept telling me they are quieter during the day and i should message back then which is no help to me as I struggle mainly at night. I feel this helpline did nothing to support me & Iâm disappointed with the service. I ended up having to opt out and deal with things myself due to the poor service.
2024幎10æ3æ¥
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Shout 85258 ããã®åç
Hello Kiara,
Thanks for taking the time to leave a review.
We're sorry to hear about your negative experience. While we may be quieter during the day it's understandable that for some people, the nighttime hours can be a struggle with fewer options for support or to use coping skills.
We are working to connect to people sooner, especially overnight and hope this won't deter you from reaching out and trying us again.
All the best,
The Team at Shout
They take over 5 hours to get back toâŠ
They take over 5 hours to get back to you, claim to be 24/7 support, but continuously repeat in the middle of the night that itâs best to text back during the day, by time they do actually have a person get back to you, youâre better off seeking support elsewhere.
EDIT: in response to the reply I have received from shout; I understand that the wait may be shorter during daylight hours, but it is often at night that people need the most support and despite claiming to be a 24hr support system, you are not.
5 hour wait minimum is unacceptable. If you are that strapped for volunteers might I suggest training more up, Iâve seen plenty of posts from people wishing to be volunteers who have continuously been rejected by yourselves. Seems you are causing these issues yourselves. Bad move.
2024幎9æ25æ¥
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Shout 85258 ããã®åç
Hello customer,
Thank you for taking the time to leave a review.
We understand that waiting to be connected can, at times, take longer than we would like. We aim to reach people within 30 minutes but this is not always possible. As our volunteers give their free time to support people it may be that the wait is shorter during daytime hours.
We are working to train more volunteers to support people and reach them sooner.
Thank you for sharing your experience.
We do hope you'll try us again.
The Team at Shout
Is it an AI or a scam?
You write something quite specific and heartfelt and get a response like, Hi there. Thanks for texting in today. It sounds like both you and your son are going through a difficult time. Especially since you're trying to get the help that he deserves and it doesn't seem like much progress has been made.
Ok and?
I felt the need to ask, why does my phone keep on warning me this is a paid for service. Your "oh it always does that" response doesn't fill me with reassurance.
If I didn't know better, it's an AI responding.
2024幎9æ26æ¥
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Shout 85258 ããã®åç
Hello Antony,
Thanks for taking the time to leave a review.
We're sorry you didn't feel supported by our service when you texted in recently and that your volunteer's response was not what you had hoped for. Our volunteers aim to listen and reply with understanding and empathy but we're sorry if you felt this wasn't the case and we'd like you to try us again.
All our volunteers are real people and not AI. Some phones display a message saying you may be charged, but this is incorrect if you are on one of the major phone networks.
More information is in our FAQ here:
https://giveusashout.org/about-us/faq/
Click on 'What mobile phone networks can I text Shout from?'
All the best,
The Team at Shout
This is a horrific service with uselessâŠ
This is a horrific service with useless " therapist". I tried to get help for ptsd. I was kept waiting for an hour. I then had a rude message from a Tilly saying I'd not answered and she was closing the conversation. I didn't get a chance to type my answers!!! I had moved away from the phone as I was kept waiting for an hour and did other things. I explained this and she sent a vile response back saying this conversation has now ended!!! This is a dangerous service and NOT to be used. TOTALLY USELESS.
2024幎9æ23æ¥
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Shout 85258 ããã®åç
Hello Louise,
Thanks for taking the time to write a review.
We're sorry to hear you had to wait to use our service and felt it didn't give you the support you were looking for.
We don't offer therapy but our trained Shout Volunteers give their time to help people share their feelings, issues and worries and guide them to a more positive next step in their care and wellbeing.
Once you are connected to a volunteer, they will usually send in a couple of check-in messages before closing the conversation, We can see how disappointing this must have been after your long wait to talk.
The message saying the conversation had ended was an automated one sent by our system to notify people that the chat is over but to text back in again if they need to, and not a response from the volunteer themselves but we can see how this felt impersonal and compounded your pain.
We are working hard to train more volunteers to reach people sooner and understand how difficult it can be to wait when you need support.
Thanks for your feedback and we hope you'll give us another try.
Kind regards,
The Team at Shout
Not the best for long term support
When I first tried the service I found it helpful for a month or 2 but I think after 2 months I started to find it less helpful simply because when volunteers send responses that sound similar or identical, it started to sound robotic and less human. It's probably not the volunteers fault however it doesn't hurt to sound more human. I think at one point I didn't feel like continuing the conversation when it felt like it wasn't helping me so I stopped using this service all together. This service might be alright for short term support but for those who require long term support, you might be better off using a different mental health service. I'm honestly not sure if this service is suitable for long term support.
2024幎8æ1æ¥
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Shout 85258 ããã®åç
Hello Wander,
Thank you for taking the time to leave a review.
It's great to hear you found our service helpful. It's interesting you noted that after a while some responses may have felt robotic. The volunteer you connected with was real but they are all trained alike and this may mean that some responses sound familiar to more frequent users - We take on board your point about it not hurting to sound human and this is something we're helping our volunteers to do.
We offer in-the-moment support and as you noted, we are not designed for long term help and it may be that other services beyond ours are more suited for that. You may also be offered resources by your volunteer which can help support you further.
Thanks for your kind words and valuable feedback and we hope you find the longer term support you deserve.
All the best,
The Team at Shout
Waited two hours and had to give up
Waited two hours and had to give up. Would have been better if I never tried because I kept getting nothing updates and every time my phone beeped I thought someone was talking to me but they weren't.
2024幎9æ16æ¥
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Shout 85258 ããã®åç
Hello Lindsey,
Thank you for taking the time to leave a review and we're sorry you were unable to use our service recently.
While we wait to connect you to the next available volunteer we may send updates to remind you that you will be connected as soon as possible as silence may make people think they have disconnected. We may also send links to other forms of support.
We hope you'll try us again.
All the best,
The Team at Shout
Do not use!
Do not use!! It's not free, you will be charged for messages.. No one responds. I needed someone to really help me and my mental health. I kept getting messages, with no one there, apart from the charges.
In a way, this made me angry because I need help, but it took my mind off of it for being scammed!!! Sincerely don't use.
2024幎9æ8æ¥
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Shout 85258 ããã®åç
Hello Lisa,
Thanks for taking the time to leave a review.
We're sorry if you've been receiving conflicting messages.
It's free and confidential to text Shout from all major UK providers but some phones say there may be a charge, which is incorrect.
For more information please visit our website below and select 'What mobile phone networks can I text Shout from?'
https://giveusashout.org/about-us/faq/
We hope this won't deter you from trying us again when you need to talk.
All the best,
The Team at Shout
Lovely Volunteer
Iâve spoken to shout a few times now with all lovely and amazing volunteers. Although sometimes the waits can be long itâs worth it when you get through.
The first time I spoke to Abby (16th August) who when I told them it was my first time reaching out they assured me and said I could take my time with whatever I wanted to say. Through out the chat they constantly reminded me how strong I was and said I was brave numerous times. Abby is an amazing volunteer who gave me a safe space to vent and talk without judgement and never rushed me and was willing to go at my pace. Thank you Abby :)
2024幎8æ16æ¥
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Shout 85258 ããã®åç
Hello River,
Thank you for taking the time to reach out and share your experience.
Thanks for your wonderful words about our volunteers - we think they're amazing too. It sounds like you made a meaningful connection at a difficult time and felt supported and able to share as much as you wished, in a safe and calm space.
It also takes strength and bravery to reach out for the first time and we're glad you did.
We're here for you ð
The Team at Shout
Terrible service all round
When I tried this the person on other end kept sending me messages whilst typing saying I was taking too long and they had other people waiting!
I said couldn't type that fast and was finding it difficult in this situation anyway (finding what to say/write!) But to no avail and they kept being rude (about time taken, they ignored the messages I did manage to rush and blurt out about my actual problems) and said they would end the session for wasting time which they did.
I've since found on risking trying them again I can't get through and texts don't get delivered so I may be blocked?!
I should raise an official complaint but have zero energy or fight in me, and Shout has really not helped and made me worse after that. You can clearly see my messages weren't bad at all or rude etc etc but advisor certainly was but they get away with it.
Am kind of sadly reassured to see I'm far from the only person who's had a hurtful and poor experience with this place! I recommend mindline instead although it's tough to speak in person sometimes
2024幎8æ22æ¥
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Shout 85258 ããã®åç
Hello LB,
Thank you for taking the time to leave a review.
We're sorry to hear that your experience was a negative one and you felt rushed by your volunteer. Our aim is to ensure people feel they have the space to share their feelings at a pace that works for them. Our conversations tend to last 45-60 minutes and that time is yours to share what you're comfortable with.
We would like to look into what happened in this case and would appreciate you reaching out to info@giveusashout.org quoting reference number SD-57543 so we can give this the attention it deserves.
Kind regards,
The Team at Shout
Although my first attempt wasâŠ
Although my first attempt was unsuccessful I told them it was urgent and I was reached within 5 minutes. Lovely guy named Robbie helped me overcome my thoughts for that night. Thankyou Robbie!
2024幎8æ18æ¥
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Shout 85258 ããã®åç
Hello Mark,
Thank you for taking the time to leave a review.
It's wonderful to hear how well supported you felt when you texted in recently. It sounds like you made a real connection with your volunteer and helped them to understand how things were for you.
Your feedback means so much - We are here for you ð
All the best,
The Team at Shout
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