Our 8-Point Email Counselling Promise

We aim to provide a professional and efficient email counselling service. 

If you are satisfied with the email counselling service you have received from counsellors, tell your friends (and counsellors). If you are ever dissatisfied, please let counsellors know immediately. 

Also, check out our Privacy Policy.

• To let you know that we have received your emails so you can be assured that your confidential information has not been lost. 
• To answer your counselling letters within 10 working days (if we agree to go ahead with the email counselling) so that you are not kept waiting for counselling replies. We actually answer most of our letters within 5 working days. We answer all booking requests for phone and chat counselling as soon as possible, usually within 12 hours.
• To digitally sign all our counselling emails so that you could check that they have, in fact, come from counsellors. 
• To encrypt all your letters that we store on our computer so that you know that there is no possibility of anyone other than ourselves reading them. 
• To charge a reasonable price for our email, chat, and telephone counselling so that you don't feel you are being treated unfairly by counsellors. 
• To provide secure credit card payment facilities so that you can feel confident about making any payment for the online counselling.  We use SureFire Commerce (partnered with Intuit's QuickBooks). They processed over $1.2 billion of secure transactions in 2001. We will send payment instructions once we have accepted your application.
• To refund a payment if you are dissatisfied with our email, telephone, or secure chat counselling service so that your consumer rights are honored. 
• To refuse to counsel you if we feel that we could not offer any meaningful counsel online. We want you to know that we are concerned to help you rather than waste your time. 

Phone Counselling

Sometimes you just want to talk to a counsellor directly and have immediate feedback. If you want to, you can mix your email counselling with phone calls or secure chat to counsellors, or simply ask about phone or secure chat counselling straight away. We can also offer a telephone conferencing service if you want to receive counselling with someone else at the same time. details