Client counselling policies, explained clearly

Equality & Diversity

We are committed to making sure every client who works with Hope Therapy feels respected, valued and supported. This policy covers inclusivity, non-discrimination and accessibility — including cultural sensitivity, LGBTQIA+ inclusion and accessible practice — and the responsibilities that sit alongside them.

Confidentiality

What you share in sessions is confidential. There are limited circumstances where this may need to change — for example, where there is a serious risk of harm to you or someone else, or where the law requires it — and your therapist will explain these clearly at the outset. Our therapists work as independent affiliates and are responsible for their own session records; Hope Therapy facilitates the initial connection, handles administrative tasks such as payments, and provides ongoing support, but does not have access to the content of your sessions.

Safeguarding

Hope Therapy sets an organisational safeguarding policy, while the day-to-day implementation and decision-making in safeguarding matters rest with your individual counsellor, who works in line with statutory, regulatory, ethical and best-practice guidelines. Where there is an immediate risk, a counsellor may need to make decisions independently of Hope Therapy. Our role is to provide support, guidance and oversight where needed, within the limits of confidentiality.

Data Protection & Privacy

We handle your personal information in line with UK GDPR and other relevant legislation. Hope Therapy processes administrative data such as initial referrals and payments, while your counsellor is responsible for the secure storage and confidentiality of session-related data. You have the right to access, correct and delete your data, with limited exceptions for safeguarding concerns or legal requirements. Full detail is set out in our privacy policy.

Cancellation & Refund

You can stop counselling at any time. Payment is requested at least 48 hours before a session. With 48 hours’ notice or more, you can reschedule or receive a refund without penalty; with less than 48 hours’ notice, the session fee remains due. This keeps counsellors’ time protected while allowing flexibility for clients where possible. Hope Therapy facilitates payments and oversees policy adherence, while counsellors manage their own scheduling.

Client Boundaries

Clear boundaries help keep therapy safe, ethical and effective. They define the roles and responsibilities of both client and therapist, protect confidentiality, prevent conflicts of interest and support a relationship built on trust and respect. Our affiliate counsellors and staff follow strict professional guidelines so that therapy stays impartial, client-centred and ethically sound. If anything ever feels unclear, you are welcome to raise it with your counsellor or our team.

Client Allocation & Matching

Finding the right counsellor is important for a positive and effective experience of therapy. We match based on experience, specialism, location, availability and affordability, and we respect your personal preferences — if you have a specific counsellor in mind, we will do our best to accommodate your request. If at any point your counsellor does not feel like the right fit, we encourage open communication and will work with you to find a better match.

Complaints

If something is not right, we would usually suggest raising it first with your counsellor, as our affiliate counsellors are responsible for their own professional practice. If an issue is unresolved, or relates to administration, you can escalate your complaint to Hope Therapy. We do not intervene in the clinical decision-making of our affiliate counsellors unless there is a breach of legal, ethical or professional standards — our role is to provide support and guidance while respecting the autonomy of our therapists.