Terms & Policies

You may cancel or reschedule your assessment booking up to 48 hours in advance of your assessment for a full refund. Cancellations made within less than 48 hours will incur a full fee. We will do our best to accommodate your scheduling needs.

We have a range of male and female counsellors of different ages, ethnicities and backgrounds. We will make every effort to book you in with a counsellor who suits your needs. If you are unsatisfied with your counsellor, we will do our best to change your counsellor, subject to availability.

If you are unable to attend a counselling session, we ask you to provide seven days’ notice. Cancellations made within less than seven days will be charged at full cost.
If you are unable to attend two sessions in a row, without letting us know, we may not be able to keep your time slot open, depending on the waiting list. If you choose to return to counselling at a later date, we will do our best to get you booked in with one of our counsellors.

Upon arrival for an assessment or counselling session, please ring the bell. We will ask you to sign in and wait in the waiting area, where your counsellor will collect you. Please ensure you arrive at the time of your session.

We accept debit card payments.

Assessments and counselling sessions are confidential. The only people who have access to your information are your counsellor and the Clinical Lead, who is bound by the same rules of confidentiality. The only time we would break confidentiality is if you tell us you will seriously harm yourself or someone else. In this case, we may contact your GP or emergency services to keep you safe. We will discuss this with you before we do so. Your counsellor will enter brief and concise session notes into our secure system, respecting your privacy at all time.

The Frontline Therapist Counselling service adheres to the BACP Ethical Framework guidelines, and each practitioner additionally practices according to the ethical principles of their own training organisation. Frontline Therapist Counselling does not and shall not discriminate based on race, religion, gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.

If you have a disability, visible or invisible, please let us know at the time of booking your assessment, and we will make the necessary adjustments to accommodate your needs.