The important stuff for anyone who works with us… (otherwise known as: help us to help you)

We know that most people don’t bother to read Terms and Conditions on websites (if you want to, you can access them here). So here is a condensed version outlining what we see as important, our responsibilities in working with you, and, in return, what we hope will be your responsibilities in working with us:

What we will undertake to do:

• If you ring us and we are unable to take the call, we will ring you back within 36 hours (unless the office is closed due to holidays).
• If you email us, we will respond within 48 hours.
• We will provide you with a firm cost before undertaking any work so you know what to expect and invoice you for 50% of these costs when you commission the assignment.
• If the assignment is likely to involve on-going work, we will give you a cost for a specific number of sessions and set a review date so you can decide if you want to continue. If you do, we will, again, provide you with a cost before going on with the work.
• If we see your child or a student within your care, we will send you a letter or report, where appropriate, within 4 weeks of the date of the meeting, although at busy times, this may take longer.
• We will be open and transparent in our dealings with you.
• If an issue arises which is safeguarding related, we are obliged to inform the relevant people/agency.  All the psychologists we use have a current DBS certificate (formally known as a CRB disclosure).
• If, for any reason, we are not able to keep an agreed appointment, for example, due to illness, we will give you as much notice as possible and, if you wish, suggest an alternative psychologist to see you within the original timeframe, if we can.
• If we don’t feel we can help you, we will say so and point you in the direction of someone we think will be able to.

In return, we expect you to:

• Tell us who the key people are that we need to meet as part of the assignment and arrange for us to see or speak to them. If you are a parent/carer and we’re going to be seeing your child, please let the school or college know that we are involved at your request. If you are a teacher, it’s imperative that you obtain the parent or carer’s permission before referring a student to us.
• Arrange for us to have the use of a room at your child’s or the student’s school or college so that we can conduct interviews and meetings in a quiet, private space.
• Give us as much notice as possible if you have to postpone an appointment.
• Be open and transparent in your dealings with us.
• Forward any relevant information about the child or young person to us in a timely fashion.
• Encourage the child or young person to have a good night’s sleep the night before we meet them so they are well rested. It also helps if they have had enough to eat and drink before the session starts.
• Pay our invoices on time.

Please note: This information does not replace our full terms and conditions.

If you need clarification on any point, please do get in touch with us and we’ll be happy to help.