1. We do not analyze the email in your account for the purpose of displaying advertisements.
2. We do not and will never share your account data with any third-party except as needed to provide our
service to you.
3. We will never sell your account data under any circumstances.
4. We do not and will never share your email address with mailing lists. We will never initiate contact with you unless the communication is related to your account, or unless you have consented to such communication.
5. The records we keep of your activities are permanently deleted after approximately three (3) months. Records that are stored for statistical purposes may be kept indefinitely.
Information for Users
To register with our Service you will need self-refer by sending us an email requesting counselling. You can also be referred by an advisor, course leader, tutor, human resources or occupational health department.
Your consent to use our service needs to be informed. We will email you a consent request.
You can respond via email. At a later date we will be offering you the option to sign online.
Your very first session with one of our counsellors will be your assessment session.
This is so we can find out if and how we may be of help. If we feel we can be of help you will be
assigned a counsellor. Your assigned counsellor will contact you within 7 calendar days, or sooner, to offer you an appointment.
The information we hold is kept confidential and secure as possible.
We use a database to hold contact details, demographic details such as age and ethnicity, dates of appointments and coded reasons for seeking counselling. It does not contain details of the content of sessions. Access to the database is restricted to the Counselling Team.
Notes on the content of these sessions
Counsellors keep notes of the content of sessions as an aid-memoire and to assist them in maintaining the best possible service to clients. These notes are only accessible to your counsellor or, in exceptional circumstances, the Head of Service.
Retention of Records
We retain records for six years. After this, all records are securely destroyed.
If you have any questions about any of the above, please raise them with your counsellor. If you wish to access any of the above records, you should contact the Head of Service.
We will not disclose that you are using the service without your informed consent. Your counsellor will treat what you say as confidential and will not disclose what you share without your permission, except in following circumstances.
where threat of harm to a child,
self or others
and threat of terrorism
we are required by law to supply information
The BACP Ethical Framework for Good Practice and National Counselling Society requires counsellors to reflect on their work with clients with another senior practitioner, or group of counsellors. The Totalwellness.info counsellors all attend individual supervision with an external consultant. Discussions of your case are discussed anonymously.
We use secure encrypted email providers for additional safety on the transmission of emails.
Who are the counsellors?
Our counsellors are independent contractors to whom we send referrals. You have the option to pay your counsellor privately.
How will I be offered an appointment?
As soon as you send your email to us requesting counselling or when your referral is sent,
you may go to the Make Your Appointment tab on the website and select an available appointment time. This will be the Assessment appointment to see if we can help you.
After your Assessment, if we feel we can help you, you will be assigned a counsellor who will contact you within 7 business days with an offer of an appointment. We reserve the right to refuse service.
What if I am unable to attend my appointment?
If unforeseen circumstances make it difficult to attend your appointment, please contact your assigned counsellor as soon as possible. The more notice you give, the easier it is for us to rearrange your appointment and offer you an alternative.
If you are unable to attend any further appointments please let us know as soon as possible. This will enable us to maximise the appointments we can offer and keep the service accessible to those who wish to use it. Even a few hours notice is helpful land you can cancel by using our online scheduler or contacting your assigned counsellor by text, email or phone.
If you miss your appointment without informing your assigned counsellor we will assume you are no longer interested in counselling at this time and will not contact you or offer you any further sessions. Your records will be destroyed 3 months later. You will be required to re-register by emailing:
Although we offer a first come first serve policy, please note that there may be a significant delay in offering you a further appointment if you have frequently not attended previous sessions.
How soon will I be seen?
We will offer you an appointment as soon as we are able, but at certain times of the year there may be a longer than usual waiting time.
We aim to offer you an Assessment/First Session within 7 business days or sooner.
If you feel you are in despair or there is an emergency please contact your GP or the Samaritans at: Samaritans on telephone 116 123 or 08457 90 90 90
They offer a 24/7 listening service every day of the year.
If you have further questions, please contact us for more information
You may leave a message on
but for a quicker response we suggest contacting us via email at:
Tel: +44(0)208 720 7216
Please note that our terms and conditions may change without notice, We reserve the right to refuse service.