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1 Confidentiality, Privacy & Security Policies 2 Website and Cookies Policy 3 Data Protection Policy 4 Payment & Refund Policy 5 Complaints Policy 6 Telephone Counselling Disclaimer 7 Associate Contractor Policy 8 Links Policy 1 Confidentiality, Privacy & Security PoliciesYour personal details face2face counselling and its operating associates totally respect and protect our customers’ right to privacy. The information face2face counselling holds on you is kept confidential both by our counsellors and by our associates and ourselves. To be part of our network, all our counsellors provide us with evidence of their current membership of one of our approved professional bodies. Their membership requires them to abide by the Code of Ethics of their professional body. This includes the provision of confidential services. We do not share, resell or distribute your personal details including your email address or physical address details with any other third party. Every effort is made to keep your personal information totally confidential within the remit of the counselling process. In very rare circumstances, for example, when we are required to do so by law or by court order or if you are likely to harm yourself or others, we are obliged to release information about you to an appropriate third party (s). Otherwise, no one will know you are using our service unless you choose to tell them. Any information we hold on you is restricted to clinical and designated staff only and would only be released to a third party either with your written permission or in the circumstances described above. We use PayPal as our credit card payments partner. PayPal uses internationally recognised security checks to ensure that your payment details are kept secure. Along with PayPal, we are committed to the ongoing prevention of fraud. Changes to our Privacy Policy We may change our Privacy and Security Policy from time to time. New policies will be published on our website. 2 Website and Cookies PolicyWebsite Our website is operated and controlled by us. Where the content published on the website is supplied by third parties, you understand that we do not control or endorse such content in any way. All content which is offered by third parties that are not affiliated or connected with us, is published in good faith but we do not accept responsibility for the accuracy or otherwise of such content and the use of such content. We have used our best endeavours to ensure that our website complies with UK laws. However, we make no representations that the materials on our website are appropriate or available for use in locations outside the UK. Cookies Cookies are small text files placed on your computer by websites that you visit. Your computer recognises and accepts these files automatically, so that the website you’re visiting works more efficiently. Cookies can also provide marketing and commercial information to the site owners. Session cookies Persistent Cookies What else can you tell me about cookies? For further information on cookies, visit www.allaboutcookies.org. This link will take you to another site and will open in a new window. face2face counselling is not responsible for the content of other websites. How is my information used? We do not currently match information gathered from cookies with any other information you have given us about yourself, such as your booking habits, but we reserve the right to do so in future for the purposes explained in our Privacy and Security Policy above. If you prefer, you can block cookies on your computer. However, please be aware that you may be unable to use the face2face counselling website. 3 Data Protection PolicyOur website is hosted by an external provider with appropriate industrial grade firewall security in place. face2face counselling ltd is registered under the Data Protection Act 1998. 4 Payment & Refund PolicyCounselling sessions are only provided if you have paid for them in advance. You need to give your counsellor at least 24 hours notice if you are not able to attend a pre-arranged session. If you cancel within 24 hours or do not attend a pre-arranged session, you still have to pay for the session. At the start of counselling, you pay for your first session only. If, at the first session, you agree with your counsellor that less than 4 more are required, you will need to pay in advance for the number of sessions agreed with your counsellor. If 4 or more sessions are required, you can pay for all of them in advance or, if not, then at least a minimum of 4 in advance. If, towards the end of your counselling, you need less than 4 sessions to complete your counselling, then you need only pre-pay for the balance of the sessions due. You cannot pay for counselling for someone else. Payment by means other than by credit or debit card is at the discretion of face2face counselling ltd. In any case, payment will have to be received in full before a session booking can take place. face2face counselling reserves the right, as part of its initial vetting and security procedures, not to offer you counselling. We also reserve the right to stop providing the counselling to you at anytime during the counselling process. Should we decide that we are no longer able to provide you with the service we will notify you immediately and you will be refunded in full for any sessions which you have already paid for. Refunds If you miss or cancel a session that is then re-arranged you will not be entitled to a refund. If you want to cancel the counselling sessions altogether and you tell us this in writing within 7 working days of paying for the session or sessions, you will receive a full refund. However, if you pay for sessions and these begin within 7 working days of you having paid for them, once a session has taken place you will not be entitled to a refund, should you then cancel. If you notify us that you want to cancel more than 7 working days after making payment, you will not be entitled to a refund. If you do change your mind, you must let Customer Relations know immediately by email to: info@face2facecounselling.co.uk The cost of all pre-paid counselling sessions, which are not required, will be refunded to you in full within 30 days following confirmation from your counsellor that counselling is complete or no longer required. All refunds will be made to you within 30 days of us receiving your notification that you want to cancel. Refunds are not given if you leave before a session is due to finish. If you are not happy with your counselling session, contact Customer Relations as soon as possible. 5 Complaints PolicyOur policy on complaints is to treat every complaint seriously and to respond to it in a structured and timely way. We aim to learn from complaints made and improve our services as necessary to ensure that a similar complaint is not received again. Our senior management in Customer Relations deal with each complaint. Procedure If a telephonic or written complaint is made direct to face2face counselling it is reviewed, in the first instance, by the Customer Relations Manager who then passes it on to the Clinical Director. The background to the complaint and the specific nature of the complaint is established with the customer including dates and times of any telephone conversations/face to face sessions; the names of the counsellor(s) involved (if relevant); detailed nature of the complaint; complainant’s expectations of action to be taken (if any) etc. A full clinical case review is undertaken and the telephone/face to face counsellors involved interviewed. A written response is provided to the complainant within 14 working days of first receipt of the complaint. If the complainant is not satisfied with the response, he/she may then take the complaint to face2face counselling's professional body, the British Association for Counselling and Psychotherapy (BACP) 6 Telephone Counselling Disclaimerface2face counselling customers have the option to make use of our Telephone Counselling Service. Please request this service when you initially provide your details. face2face counselling does, however, typically advise customers to choose face to face counselling rather than telephone counselling, as this has been proven to be particularly effective. There are some advantages to you if you make use of our telephone counselling service such as saving you time - you do not have to travel; you don't need to find a baby sitter; you can protect your physical identity. However, if you decide to choose our telephone counselling service, please be aware that, unlike face to face counselling, there is insufficient evidence to validate its effectiveness. 7 Associate Contractor Policyface2face counselling uses associates to deliver its services. These are subject to contract which includes adherence to all face2face counselling's Policies and Procedures. 8 Links PolicyLinks to third party websites Please note that we can only apply our Privacy and Confidentiality Policies to web sites that face2face counselling owns and operates. Although we link to external web sites, this should not be seen to imply that we accept responsibility for customer information & confidentiality policies of the operators or owners of these web sites. If you choose to interact directly with these external suppliers and their web sites, it is your responsibility to ensure that they have appropriate safeguards and protocols in place. We encourage you to read the individual privacy statements of these linked sites, as their privacy policy may be very different from that of face2face counselling ltd. |
