Our terms, made simple
We want you to know what to expect when you have counselling with Phase. Our Terms of Service explain how counselling is arranged, what we ask of you, and what you can expect from us.
Your counselling sessions
Once you have been allocated to a counsellor, they will arrange and manage your appointments with you, including confirming, cancelling and rearranging sessions. Your counsellor will also explain the best way to contact them between sessions.
Fees and cancellations
Your session fee will be agreed with you before counselling begins. If you need to cancel or rearrange a session, cancellation charges may apply depending on how much notice you give. The full Terms of Service explain these arrangements in detail.
Confidentiality and your records
Counselling is confidential, although there are limited circumstances where information may need to be shared, for example where there is a serious safeguarding or safety concern or where the law requires it.
Phase keeps the official record of your counselling securely. Your counsellor can access the records of clients allocated to them, and authorised people within Phase may access records where this is necessary for the safe management, administration or security of the service.
Keeping in touch
Emails to your counsellor or Phase will normally receive a response within five working days. If the person you contact is unavailable, you may receive an automatic absence response directing you to an alternative contact.
If you cannot contact your counsellor, have a concern about communication with them, or have a question about Phase or the wider service, please email info@phasecounselling.co.uk.
If you need urgent help
Phase is not an emergency or crisis-response service, and messages should not be relied upon for urgent support. If you or someone else is in immediate danger or needs urgent medical assistance, please contact the emergency services.
If something is not right
You can raise a concern or complaint directly with Phase. You do not have to raise it with your counsellor first. Please email concern@phasecounselling.co.uk.
Want the full details? Our full Terms of Service explain the arrangements for counselling in more detail, including fees, cancellations, your right to cancel the contract, confidentiality, safeguarding and ending counselling.