Booking FAQs: Counselling

Considering booking a counselling appointment with us? Here's some things you might need to know.

How do I book an appointment?

The fastest way to book an appointment is using our online form.

Alternatively, you can call us directly to make an appointment

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What are your opening times?

Our phone lines are open Monday-Thursday (9am-4.30pm) and Friday (9am-4pm).

For appointments we are open weekdays only.


How much will it cost?

We provide funded services, with the exception of Mediation.

Learn more about mediation costs


Can I pay on the day?

We require payment in advance for chargeable appointments.

Payments must be made by 12pm (midday) 2 working days before your appointment. 

Monday: pay by 12pm previous Thursday

Tuesday: pay by 12 pm previous Friday

Wednesday: pay by 12pm previous Monday

Thursday: pay by 12pm previous Tuesday

Friday: pay by 12pm previous Wednesday


How long will I have to wait for an appointment?

We aim to see everyone as soon as possible, however the amount of time you have to wait will depend on your availability. The more availability you have for your appointment, the quicker we will be able to assign you sessions.

If you are waiting for an appointment, you can speak to our  Administration team at any time to request an update.

You can request a counsellor of a specific gender as we appreciate this may make some people more comfortable.

Please mention this when filling in the referral or booking over the phone.

Depending on demand and your availability, this may increase your waiting time.

We have a 48 hour cancellation policy.  

If you wish to cancel or change any appointment you have with us, please call us anytime up to 48 hours before your appointment (not including weekends) and we will be happy to assist you.

If you contact us to cancel or change within 24 hours of your appointment, or do not turn up, we will need to charge you for that appointment. 

If you are receiving funded sessions with us and cancel or change within 24 hours of your appointment, or do not turn up, the session will be taken out of the total number of sessions allocated to you.

If you are concerned about how counselling is going or feel your relationship with your counsellor is not working as well as you had hoped, it may be helpful to discuss this directly with your counsellor. Counsellors are happy to listen to feedback and want you to get the most from sessions.

If, however, you would prefer to switch to someone else, please speak to our Administration and Bookings team who will be able to help. 

Privacy and Confidentiality

Your privacy and confidentiality, and the provision of safe services, is important to us. To learn about confidentiality, how your data is stored and more, please read our full Privacy Policy and Privacy Notices.

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Before your session

What can you expect from us, and how can you make the most of your sessions?


Learn more about your options and how to pay for your appointment

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