Cancellation Policy

Treatment Sessions & Consultations

If you are unable to make your appointment, please provide at least 2 working days notice (48 hours) notice for all Treatment Sessions and Consultations. Appointment cancellations made after this period will be subject to the full fee.

Assessments

Assessment cancellations require 5 working days notice (one week). Appointment cancellations made after this period will be subject to the full fee.

If you are entitled to a refund, please allow for 28 days to receive your refund.

Booking Policy

Please note payment for all appointments and assessments are required upon booking. Treatment sessions, consultations and assessments will not be confirmed in the diary until payment has been made.

Assessments

Please note, that with all assessment bookings, a £300 non-refundable deposit is required, which is included in the assessment fee. This is to cover administration and questionnaire costs.

Data & Privacy Policy (GDPR)

As registered mental health practitioners, we are required to keep records of our work. We therefore require you to consent to recording and retention of clinical and basic data. This privacy policy outlines how your personal data is used and stored.

The legal part

We have a ‘legitimate interest’ for keeping data, and the organisation is registered with the Information Commissioners Office (ICO) in order to do so. We follow the guidelines for record keeping, privacy and confidentiality set out by the Health and Care Professions Council, GMC and British Psychological Society.

Information that is collected and kept:

‘Personal data’ such as name, date of birth and contact details; basic GP information is also collected and kept. ‘Sensitive data’ such as session notes, completed questionnaires, and correspondence (for example, emails, reports and letters). Please note these are often referred to as ‘Medical Records’. We may temporarily (up to a month) store video recordings to aid with our clinical work but only where you have given written consent to be recorded for yourself or your child.  

You will be the primary source of the information we receive about you and we will not seek information about you from third parties unless you expressly give consent to do so and where it is necessary for us to do so. If you have been referred, we may receive information from the referrer.

What is the information used for?

• To provide a service

• Billing and processing payments

• To prevent serious harm

How the data is stored

The records are electronic and encrypted and any paper records that we receive are scanned and disposed of appropriately. The records are kept in an electronic medical records system (‘Zanda’) which is GDPR compliant and uses two-factor authentication.

​How long information is kept

In accordance with professional guidance, clinical records are kept for a minimum of seven years.

Data protection rights

You have the right to:

• Request details of all the information kept on you.

• Have information corrected if you consider it inaccurate or incomplete. 

• Complain to the Information Commissioners Office: (website) ico.org.uk/concerns or (telephone) 0303 123 1113.