Our Customer Care Commitment
In 2020 most of our work is transferred to on-line working to include webinars, psychoeducation, one to one on-line sessions. Face to face meetings will now be held at our Tiverton Office. However, you can still expect the same level of customer care and commitment to helping you as follows:
You can expect to experience safe, confidential and reliable therapeutic work that is respectful, treats you as an individual and conforms to ethical standards at all times.
We know that, with therapy, clients often hope that things can improve for them as quickly as possible. In our experience, therapy can take longer than expected. We always endeavor to be clear with you about realistic goals and time frames. It is usual for us to take up to six sessions to make an initial assessment, and at least twelve treatment sessions are usually required.
“We show a human–yet measured-response to difficulties”
Equality and Diversity
You should always feel respected within our organization. We will respect your unique identity as an individual regardless of your ethnic origin, gender, culture, language, disability, religious beliefs, sexual orientation or gender positioning.
Please let us know about your access needs.
“We will respect your unique identity as an individual”
An interpretation service is available, and we also provide audio equipment to support you with anything you may not be able to read or understand.
Please let us know about any specific needs you may have.
The aim of our work is always to practice in an ethical and respectful manner and be mindful of equality and diversity-related therapy. We have a duty of care to you and take this very seriously. If you identify any development needed within our service, please do give us feedback straight away, as we will want to put this right as soon as possible’ – contact us directly on
Confidentiality and Safeguarding
Our sessions are confidential – you have the right to expect that nobody should hear the things you say to us.
We are registered with the Data Commissioner as we handle personal data.
We have a duty of care to children and vulnerable adults.
We will notify you if there are any reportable concerns with regard to safeguarding that come to light within our service.
If you have any concerns related to safeguarding, please report them immediately.
Children can contact the Children’s Rights Director Roger Morgan at www.childrenscommissioner.gov.uk 0800 528 0731
Please let us know as soon as possible if you have experienced a problem of any kind, and we will try to put it right through our own complaint’s procedure.
In addition, we do have a complaints policy, through either BACP (British Association of Counselling & Psychotherapy) or Ofsted.
If you do mention any problems to us, it does not affect your right to complain to the relevant authority.
Ultimately, we aim to ensure a safe, respectful experience for you.
If you are struggling in-between sessions, we would like to hear from you. It may only take a short call to help you until the next session, or we can direct you to the relevant service for help.
However, although our priority is to support your safety and wellbeing we do not provide an emergency service.
If you have an urgent mental health emergency, we advise you to call 999 or go to your nearest A&E department.
We look forward to working with you.