Frequently Asked Questions

How do I know whether counselling is right for me?

People come to counselling for many different reasons. You may be experiencing anxiety, low mood, relationship difficulties, bereavement, family challenges or a sense that something in your life does not feel quite right.

You do not need to have everything worked out before getting in touch. Our initial contact gives you an opportunity to tell us a little about what is bringing you to counselling and to ask any questions you may have.

What happens during the first appointment?

The first appointment is an opportunity for us to begin getting to know one another. We can explore what has brought you to counselling, what you would like support with and what you hope to gain from our work together.

We will also explain how we work, answer any questions and discuss the practical arrangements for future sessions. There is no expectation that you must share everything straight away. We will work at a pace that feels manageable for you.

How long does each counselling session last?

Each counselling appointment lasts for 50 minutes (unless otherwise agreed).

Sessions can be arranged flexibly, with the timing and frequency discussed according to your circumstances and therapeutic needs.

How many sessions will I need?

There is no single answer, as everyone comes to counselling with different experiences and needs. Some people find that a small number of sessions is helpful, while others benefit from longer-term support.

We can review our work together regularly, and you are always welcome to discuss how you feel the counselling is progressing.

Are counselling sessions confidential?

Yes. What you share in counselling is treated as confidential. Confidentiality helps create a private and trusted space in which you can speak openly.

There are, however, limited circumstances in which confidentiality may need to be broken, for example where there is a serious concern about your safety or the safety of another person, or where disclosure is required by law. I will explain these exceptions clearly as part of our counselling agreement and, wherever possible, discuss any necessary action with you first.

When and how do I pay?

Payment is requested before your appointment and is made by bank transfer.

Our bank details and the payment information will be provided when your appointment is arranged. Your appointment is secured once the required payment has been received.

What is your cancellation policy?

I understand that plans sometimes change. If you need to cancel or rearrange an appointment, please provide at least 48 hours’ notice.

Appointments cancelled or rearranged with less than 48 hours’ notice are charged at the full session fee. The full fee also applies if you do not attend your appointment.

This is because your appointment time has been reserved specifically for you and it is often not possible to offer the space to another client at short notice.

If you cancel with more than 48 hours’ notice, any payment already made can be transferred to a rearranged appointment or refunded.

What happens if I am late?

If you arrive late, we can still use the remaining appointment time. Unfortunately, the session cannot usually be extended because another client may have an appointment afterwards.

The normal session fee will still apply. If you are going to be late, please let us know as soon as you can.

What happens if you need to cancel my appointment?

On rare occasions, we may need to cancel or rearrange an appointment. If this happens, we will give you as much notice as possible and offer an alternative appointment.

You will not be charged for an appointment that we cancel. If you have already paid, the payment can be transferred to your rearranged appointment or refunded.

Do you offer online counselling?

Yes. Online counselling is available through Microsoft Teams. You will need a private space, a reliable internet connection and a device with a camera and microphone.

Before the first online appointment, we will send you the information you need to join the session.

What happens if there is a technical problem during an online session?

If we experience a technical difficulty, we will first try to reconnect. If this is not possible, we may agree to continue by telephone or make another appropriate arrangement.

I will explain the procedure for technical difficulties before online counselling begins.

Can I contact you between appointments?

You are welcome to contact us between appointments regarding practical matters such as arranging, cancelling or changing a session.

Email and messaging are not intended to provide counselling or emergency support between appointments. Therapeutic issues are best explored during your scheduled session, where there is sufficient time and privacy to consider them properly.

What if I need urgent support?

We do not provide an emergency or crisis service. If you feel you are in immediate danger or require urgent assistance, please contact the appropriate local emergency service or urgent healthcare provider.

Your counselling sessions can provide ongoing therapeutic support, but they are not a substitute for emergency medical or crisis care.

How do I arrange an appointment?

You can contact us via email: hello@calm.gg or via telephone: 07781 125 942. Please include your name, preferred method of contact and a brief indication of what you are looking for support with.

You do not need to include sensitive or very personal information in your initial message. We will respond as soon as we are able and let you know about current availability and the next steps.

What if I am nervous about getting in touch?

It is very common to feel nervous or uncertain about starting counselling. Reaching out does not commit you to ongoing sessions.

You are welcome to ask questions before arranging an appointment. Finding a counsellor with whom you feel comfortable is an important part of the process, and our initial contact can help you decide whether working together feels right for you.