As I have had cause to call them a couple of times since my mother died 21 months ago I happen to know that the Samaritans and a number of other confidential advice lines now use 116 prefixed Freephone numbers rather than normal 0800 and 0808 numbers that everyone recognises as being Freephone. For instance the Samaritans number is now 116 123 (used to be an 084 at one time)but they go on to say about cost that "This number is free to call from both landlines and mobiles, including pay-as-you-go mobiles. You do not need to have any credit or call allowance on your plan to call 116 123."

I really don't understand why some of these confidential advice lines actually think its a good idea to have a 116 prefixed number when it looks so very like a 118 prefixed number that everyone knows can cost several pounds a minute and when 116 being a Freephone number is not at all well known or understood.

However I assume its the same misguided nonsense thinking that has led to Royal Mail coming up with Freepost addresses such as Freepost Royal Mail Customer Services with no address or postcode because some marketing simpleton thinks that's shorter and easier.  But I personally hate Freepost addresses with no postcode or address as I think someone misinformed in Royal Mail's sorting process could easily misroute it and surely all their auto sorting processes are also all based around having a postcode?

Its all based around the same nonsense thinking that its easier to call 101 at extra cost for Police non emergency calls rather than the Police just getting an 03 number or an 080 number like everyone else running a call centre.

Am I alone in feeling its an error for The Samaritans and other Cry For Help lines to use 116 instead of 080 as I feel that the unknown cost may put many people who need to talk to someone urgently off making the call at all.......................

The whole point of numbers starting 116 is that they are "Harmonised numbers of social importance". The same six-digit number is used for the same type of service throughout the EU as is already the case for the earlier 112 number for contacting the emergency services.

If you are visiting an EU member state or territory, if the same services are available in that place they will be found on the same telephone numbers as used in the UK.

Ian01 wrote on Aug 19^th, 2019 at 1:19pm:


Just checked for Spain and while they do seem to use 118 for their equally costly Directory Enquiries numbers (see Informacion at http://www.alartec.com/2013/03/listado-de-telefonos-utiles-y-de-emergencias-en-e...) they don't seem to use 116 prefixed social support numbers on their own.

Instead the same web page lists only 900 116 016 for an information and help line on gender based violence.   900 numbers in Spain are freephone but 901 and 902 are the equivalent of 084/7 and used by large national call centres charging ripoff call rates (I believe in Spain that 901 and 902 are still widely used for customer service as their is ambiguity about their illegality according to https://www.osborneclarke.com/insights/the-term-basic-rate-in-customer-service-t...).

So anyway 116 is in the number but it is not its access code unlike the Spanish 118 directory enquiries number. Illogically some other Spanish Freephone numbers also begin with 800 as well as 900.

So basically I would suggest 116 is not actually at all widely adopted in the EU and not at all well known in the UK so the Samaritans would have been far better off using an 0800 or 0808 number (as they want people to call it and not have to worry if it is free and not a DQ number at up to £4 per minute).  So far as I know there was nothing in law stopping the Samaritans using a Freephone 080 prefixed number instead of the little known 116 prefix.  It also seems ridiculous to me that premium rate directory enquiry numbers charging up to £4 per minute are allowed to use 118 numbers at all rather than being available on 09 prefixes and only with a clear announcement of the call price and a need for a positive agreement to complete the call (i.e. press 7 or whatever to continue) before you are connected to them.

I clearly should respond to the recent Ofcom consultation on 084 and 087 numbers saying their continued abuse by people like Lowri Beck (installing Smart Meters and doing meter readings for Scottish Power and other) means they should be abolished entirely and those who want to charge more need to use proper 09 prefixed numbers.  But as I know from past bad experiences that Ofcom generally ignores the consumer and listens to the industry I am not very motivated to do so.