Kay Parkinson | Place to Talk Therapies
Version 2.0 · Last reviewed: 1st June 2026 · Next review: 1st June 2027
Therapeutic outcomes
This counselling agreement forms the agreement between you and your therapist. Although Place to Talk Therapies manages enquiries and administration, each therapist is an independent sole trader responsible for their own clinical practice, safeguarding, professional registration, clinical supervision, insurance and data protection obligations.
By undertaking therapy with your therapist, you understand that no counsellor or psychotherapist can guarantee a particular outcome, despite your shared commitment to the work. The benefits of therapy vary from person to person, and change may continue to unfold after your sessions have ended.
Your therapist will offer their knowledge, experience and professional skills to provide an honest, respectful and non-judgemental space where you can explore your experiences, work towards your goals and make choices that feel right for you.
Therapy does not replace medical treatment
Counselling and psychotherapy do not replace medical assessment, diagnosis or treatment. You remain responsible for seeking and following the advice and treatment provided by your GP, psychiatrist or other healthcare professionals throughout your therapy.
Attendance
Each session lasts for 50 minutes and will begin at the agreed time. If you arrive late, your session will still end at the scheduled time. Refunds are not available for missed time due to late arrival. If you arrive more than 20 minutes late, your therapist reserves the right to cancel the session without refund.
You are expected to behave respectfully during therapy sessions and in all communications with your therapist. Behaviour that is abusive, threatening, sexually inappropriate, discriminatory, or occurs while under the influence of alcohol or non-prescribed drugs may be considered a serious breach of this agreement and may result in the session being ended and therapy being discontinued.
Online connectivity
Your therapist will take reasonable steps to ensure that online and telephone sessions are provided using reliable and secure technology. However, neither your therapist nor Place to Talk Therapies can accept responsibility for technical difficulties arising from your own equipment, internet connection or other circumstances beyond our control.
If you are unable to connect, or the connection is interrupted during a session, your therapist will attempt to reconnect for up to 10 minutes. If this is not possible, your therapist may continue the session by telephone, reschedule the appointment, or, where appropriate, make up any lost time during a future session.
Please keep your telephone nearby during online sessions in case an alternative means of contact is needed.
Remote therapy precautions
Please let your therapist know about any significant physical or mental health conditions, medication, risks or changes in your circumstances that may affect your therapy. This helps your therapist work safely and adapt sessions to meet your individual needs.
When attending therapy online, please choose a private space where you are unlikely to be interrupted or overheard. If possible, use a secure internet connection and a device that you know is safe to use. Please remember to close any video conferencing software and other relevant applications once your session has ended.
To help maintain your privacy and confidentiality, we ask that you attend online sessions alone unless your therapist has agreed otherwise in advance. Please ensure that those around you know not to disturb you so that you can focus fully on your session.
Fees and payments
Current fees for each therapist are published on the Place to Talk Therapies website and are reviewed periodically. Existing clients will be given at least four weeks' notice of any fee increase.
Payment can be made by BACS transfer. International payments may be made via Wise where appropriate. Unless otherwise agreed, payment is due at least 48 hours before each session. Where a session is booked more than four weeks in advance, payment may be requested at the time of booking to secure the appointment.
Fees are charged for your therapist's professional time, training and expertise, rather than for any particular therapeutic outcome. Refunds will not normally be offered for completed sessions.
Cancellation policy
If you are unable to attend an appointment for any reason, please let your therapist know as soon as possible. Your therapist reserves the right to charge the full session fee where you cancel or reschedule an appointment with less than 48 hours' notice.
In the unlikely event that your therapist needs to cancel a session, they will offer an alternative appointment as soon as reasonably possible.
If you miss two consecutive appointments and your therapist is unable to contact you, they may assume that you no longer wish to continue with therapy. Any future appointments may be cancelled and your regular session time may be offered to another client.
Ending therapy
You have the right to end therapy at any time.
Your therapist also reserves the right to end therapy if they believe they are no longer the most appropriate person to support you, if therapy is no longer clinically beneficial, or in other exceptional circumstances where they are unable to continue the therapeutic relationship. Wherever possible, this will be discussed with you first, and appropriate onward support or referral options will be considered.
Where possible, if either you or your therapist decide that the time has come to end therapy, it is recommended that you have at least one planned ending session. This provides an opportunity to review your work together, reflect on what has been achieved, and consider any ongoing sources of support.
Communication and emergencies
Communication outside of your agreed therapy sessions is limited to arranging, changing or cancelling appointments unless otherwise agreed. If your therapist is unavailable, you may leave a voicemail, send an email or send a text message, and they will respond as soon as reasonably possible during normal working hours.
Therapy is not an emergency service and messages are not monitored continuously. If you are concerned about your immediate safety, experiencing thoughts of suicide, or there is any other mental health or medical emergency, please contact the appropriate emergency services.
In the UK this includes:
Calling 999 if you or someone else is in immediate danger.
Contacting NHS 111 and selecting the mental health option for urgent mental health support.
Calling Samaritans free on 116 123.
Attending your nearest Accident and Emergency (A&E) department if appropriate.
To help fulfil their duty of care, your therapist may contact your GP and/or your emergency contact if they believe there is a serious risk to your safety or the safety of others. Wherever possible, this will be discussed with you first unless safeguarding concerns make this inappropriate.
Privacy and confidentiality
Your therapist is committed to protecting your privacy and handling your personal information in accordance with UK data protection legislation and the ethical requirements of their professional body.
By entering into therapy, you confirm that you have read the Place to Talk Therapies Privacy Notice and your therapist's own Privacy Notice.
Everything you discuss in therapy will be treated as confidential. Your therapist will not normally share your personal information without your knowledge or consent. There are, however, limited circumstances where confidentiality may need to be broken, including where there is a serious risk of harm to you or another person, concerns about the safety of a child or vulnerable adult, or where disclosure is required by law. Wherever possible, your therapist will discuss this with you before sharing information, unless safeguarding or legal obligations make this inappropriate.
Your therapist receives regular clinical supervision in accordance with the ethical requirements of their professional body. Supervision supports safe and effective practice, and wherever possible any discussion is anonymised so that you cannot be identified.
To protect the privacy of everyone involved, therapy sessions must not be recorded unless this has been agreed in writing beforehand by both you and your therapist.
Should you meet your therapist outside the counselling setting, it will be your choice whether you acknowledge them. To protect your confidentiality, your therapist will not approach you or identify you as a client unless you choose to do so first. Therapists working with Place to Talk Therapies do not enter into social or dual relationships with clients, either in person or online, as this could compromise the therapeutic relationship. You are welcome to follow Place to Talk Therapies' public social media accounts, although your therapist will not interact with you in a way that could identify you as a client.
Kay Parkinson | Place to Talk Therapies
Version 2.0 · Last reviewed: 1st June 2026 · Next review: 1st June 2027
Introduction
Place to Talk Therapies is committed to providing a safe, respectful and professional service. If something has gone wrong, or you are unhappy with any part of your experience, we want to hear about it. Raising a concern is never something to feel ashamed of, and you will be treated with dignity, respect and fairness throughout the complaints process. Making a complaint will not affect the care you receive.
Our commitment to you
All therapists working with Place to Talk Therapies are registered or accredited with their relevant professional body and work within its ethical framework, where honesty, accountability and client welfare are central to good practice. We see complaints as an opportunity to listen, learn and, wherever possible, put things right.
We will:
Take your concern seriously and treat you with courtesy and respect.
Respond promptly and keep you informed throughout the process.
Keep a confidential record of your complaint and how it was resolved.
Use what we learn to improve the quality of our service.
What you can complain about
You may wish to raise a concern about, for example:
The way therapy was provided or the conduct of your therapist.
Appointments, cancellations, fees or other administrative matters.
How your personal information has been handled.
Any other aspect of the service that has left you feeling dissatisfied or concerned.
If your concern relates to your therapist
Each therapist working with Place to Talk Therapies is an independent practitioner, responsible for their own clinical practice, professional registration, insurance, supervision and complaints procedure.
If your concern relates to your therapist's clinical work, we encourage you to raise it with them in the first instance wherever you feel able to do so. They are usually best placed to understand what has happened and work with you towards a resolution.
If you are unsure who to contact, or your concern relates to the administration of Place to Talk Therapies rather than your therapist, please contact us and we will help direct your concern appropriately.
How to raise a concern
Step 1: Speak or write to us
Many concerns can be resolved quickly through an open conversation.
If your concern relates to your therapist's clinical work, you may speak with them directly during or after a session, or contact them using the details they have provided.
If your concern relates to Place to Talk Therapies, or you are unsure who to contact, please email admin@place2talk.co.uk or telephone 07858 984519.
Please tell us as much as you feel able to about what happened, when it happened, and what you would like us to do to help resolve your concern. If you would like someone to support you in raising your concern, you are welcome to do so.
Step 2: Our response
We will acknowledge your complaint within five working days and aim to provide a full response within 21 working days. Working days exclude weekends and bank holidays.
If more time is needed, for example to gather information or seek guidance through clinical supervision or consultation, we will let you know, explain why, and keep you informed of progress.
Our aim is to consider your concerns fairly, respond openly and honestly, and, wherever possible, work towards a resolution.
Step 3: Review
If you are not satisfied with our response, please let us know. We will review the matter again to ensure your concerns have been fully considered. Where appropriate, the therapist involved may consult their clinical supervisor while maintaining your confidentiality.
If your therapist is unavailable
If your concern relates to your therapist and they are away from their practice, for example due to annual leave or illness, they will respond as soon as reasonably possible on their return. If you are unsure who to contact, or your concern relates to Place to Talk Therapies rather than your therapist, please contact admin@place2talk.co.uk, and we will help direct your concern appropriately.
Taking your complaint further
If we are unable to resolve your concern, or you would prefer not to raise it directly with your therapist, you have the right to refer your complaint to your therapist's professional body.
All therapists working with Place to Talk Therapies are registered or accredited with an appropriate professional body and are accountable to its ethical framework and complaints process. Your therapist will provide details of their professional membership on request or as part of your counselling agreement.
If your therapist is a member of the British Association for Counselling and Psychotherapy (BACP), details of the Professional Conduct Procedure can be found at www.bacp.co.uk.
If your therapist is a member of the Association of Christian Counsellors (ACC), details of their complaints procedure can be found at www.acc-uk.org.
If your concern relates specifically to the way your personal information has been handled, you also have the right to complain to the Information Commissioner's Office (ICO). Further information is available at www.ico.org.uk or by calling 0303 123 1113.
Confidentiality and fairness
We will handle your complaint sensitively and in confidence, sharing information only with those who genuinely need to be involved, such as the therapist concerned, their clinical supervisor, professional body or legal advisers where appropriate.
Raising a complaint will never be held against you. You can expect to be treated with dignity, respect and fairness throughout the complaints process.
Record keeping
A confidential record of complaints and their outcomes is kept separately from your counselling records for three years. These records help us reflect on our practice, demonstrate that concerns have been managed appropriately, and support ongoing service improvement.
Where a complaint relates to an individual therapist, they are responsible for maintaining their own complaints records in accordance with their professional and legal obligations. All complaint records are stored securely in line with the relevant Privacy Notice.
How we use artificial intelligence (AI)
The short version
Your therapist is a person. A person leads every aspect of your care.
Artificial intelligence (AI) is never used to make decisions about you or to write your therapy notes.
What this means for you
Your therapist remains responsible for every aspect of your care. AI is never used to replace professional judgement or the therapeutic relationship.
What AI is not used for
AI is not used to:
Make decisions about your care.
Write, summarise or interpret your therapy notes.
Record, analyse or process anything you say during a therapy session.
Process your personal or clinical information.
What AI may be used for
On occasion, AI tools may be used to support general administrative or creative tasks that do not involve personal information. Examples include drafting template letters, improving the wording of general website content, or assisting with the preparation of non-confidential resources.
Anything produced with AI is always reviewed, edited and approved by a person before it is used.
Your information
Your personal and clinical information is handled in accordance with our Privacy Notice and is not entered into AI tools.
Questions
If you have any questions about how AI is used within Place to Talk Therapies, please speak with your therapist or contact us using the details on our website.
Review of this policy
We review this policy regularly to ensure it remains accurate, up to date and reflects the way Place to Talk Therapies and its therapists provide services.
The latest version will always be available on our website.
Last reviewed: 1 June 2026
Next review: 1 June 2027
