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Terms and Conditions

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.     Records that are stored for statistical purposes may be kept indefinitely.

6.     You can request a copy of your records by emailing

Information for Users




To register with our Service you can self-refer by completing the registration forms on the Home Page.  You can also be referred by an advisor, course leader, tutor, human resources or occupational health department however you will still need to complete the registration forms.



Your consent to use our service needs to be informed informed.  

Way Forward/Assessment

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 10 business days, or sooner, to offer you an appointment.



The information we hold is kept confidential and secure as possible.  We will delete your data after 3 years.


Demographic data


We use a database to hold contact details, demographic details such as age and ethnicity, dates of appointments and coded reasons for seeking counselling.   Access to the database is restricted to the Counselling Team.


Notes on the content of these sessions


Following GDPR guidelines, we keep very brief notes of the content of sessions.  We use these notes as an aid-memoire to assist us in maintaining the best possible service to clients.  These notes are accessible to your counsellor and the Head of Service.


Retention of Records


We retain records for 3 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.  It is your right to request and receive your notes.




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:


  1. threat of harm to a child,

  2. threat of harm to self or others

  3. and threat of terrorism

  4. we are required by law to supply information we are subpeonaed


The British Association for Counselling and Psychotherapy and National Counselling Society Ethical Frameworks

and The National Counselling Society requires counsellors to reflect on their work with clients with another senior practitioner, or group of counsellors.  The 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 our emails to you.

We encourage you to do the same and create an encrypted email account. is one such provider.




Who are the counsellors?

Our counsellors are all UK qualified and independent practitioner contractors to whom we send referrals.  

How will I be offered an appointment?

Registration Forms


When you have submitted the registration forms we will review them.

Review can take anywhere from 1-7 days.  We do require these forms as a legal requirement.  It is the same to seeing a therapist in person and when you are handed physical hard copy forms to complete prior to that therapist appointment.

Without all 3 forms being completed your application will not be actioned.  We do realize that you simply don't have the energy to complete the forms but they are required.  They should take 10 minutes to complete and submit.


Way Forward/Assessment

You can expect an Assessment approximately a week after your forms have been reviewed.

After review, we will offer you an Assessment appointment to see if our service can help you and/or to find a way forward to explore other ways in which you can find help


After your Assessment, if we feel we can help you, you will be placed on our waiting list.

Your assigned a counsellor will contact you within 14 business days with an offer you appointments with him/her.


We are an external provider and reserve the right to refuse service.

Session Management



What if I am unable to attend my appointment?


If you are unable 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.

We now ask for 8 hours notice of cancellation.


Non-Attendance of WayForward/Assessment appointment

Unfortunately, should you not attend this appointment without notifying us 8 hours before the appointment, we will not offer you another appointment.


Non-Attendance of First Appointment with assigned counsellor

If you miss your first appointment with your assigned counsellor and have not informed them within 8 hours that you would not be attending we will assume you are no longer interested in wellbeing support/counselling at this time and will not contact you or offer you any further sessions. 


You will be required to re-register via the website should you change your mind and decide to use our services.

Prior to your session

Do the best you can to be ready for the appointment.  Make sure you are in a place where you can speak freely and not overheard.

Try to focus on what the counsellor is saying as he/she will be listening intently to what you say.  


How many times will I be called before my appointment.

You will be called twice within 10 minutes of your appointment time.  If you have not answered the call, it will be classed as a non-attendance. 

It's important that your counsellor has your correct email, phone number or your correct What'sApp phone number.


How many non-attendances can I have?

Bear in mind that the current provision is for 6 sessions.  Subsequent to your first appointment with your allocated counsellor, if you miss 2 of the 6 sessions without informing your counsellor we will not offer you further 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 or if we are unusually busy or should unusual situations arise e.g. Covid 19 worldwide health crisis.

You can expect to be allocated a counsellor within 14 working days. 

If you have not been contacted please email us at

Are we a crisis service?


We are by pre-arranged appointment only

If you feel you cannot wait until your next appointment or you feel you are in an emergency distress situation please contact either:

your GP or

your local emergency room at a local hospital

or the Samaritans at:  Samaritans on telephone 116 123 or 08457 90 90 90


You can also email      

They offer a 24/7 listening service every day of the year.


Other Resources



Please note that our terms and conditions may change without notice,  We reserve the right to refuse service.


If you have further questions, please contact us for more information


You may leave a message on  Tel: +44(0)208 720 7216

but for a quicker response we suggest contacting us via email at:


  • Never forget the value of time. You can acquire much in life. By comparison, time is fixed.  Use it wisely.

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