Sessions are confidential. There are limited exceptions — where there is a serious risk of harm to you or someone else, where the law requires it, or where you give explicit permission to share information — and your therapist will explain these clearly at the outset.

If you have any concerns, let us know. We can look at matching you with a different therapist, though availability may depend on your location and preferred format. Finding the right fit matters, and it is completely fine to raise it.

If you start with in-person sessions, your counsellor may also be able to offer online sessions. If you begin online, face-to-face sessions may not always be possible, depending on location.

Weekly sessions are often recommended to begin with, but this can be adjusted based on your needs and circumstances. Your therapist will talk this through with you.

Depending on your therapist’s approach, they may offer worksheets, exercises or reading to use between sessions. This is something you can discuss together.

Different counsellors use different secure video platforms, and they will try to accommodate your needs. This can be discussed during your initial call.

First, check your internet connection. If that does not help, try restarting the application. If problems continue, contact your counsellor, who will help you find a way forward.

For non-urgent support, you can contact your counsellor directly. Our service is not a crisis line — if you need urgent help, call 999 or Samaritans on 116 123 (free, 24/7), or text SHOUT to 85258.

You can arrange your next session directly with your therapist at the end of a session, or through the Client Portal to book and pay online.

Please let your counsellor know as soon as you can. Sessions will still end at the scheduled time, so that the next appointment is not affected.