FAQs, Terms, and Policies
FAQs
"How can counselling help me?"
A counsellor can:
- listen
- help you to enhance your problem-solving skills, coping strategies and resilience
- offer a fresh perspective
- work with you to improve your interpersonal relationships
- sign-post you to other services that may help you in addition to counselling
"How confidential is counselling?"
There are a few limits to the confidentiality I offer to people using my services. I am legally required to report acts of terrorism. It is also possible for a judge to demand access to the confidential information I hold.
If you disclose that there is a serious risk to your own or someone else’s life, I have a procedure to evaluate the risk with the support of other professionals and would wish to support you in acting to remove that risk. In any case, I will inform the authorities if the risk is evaluated as serious, but will discuss this with you first.
If you disclose that a child is currently experiencing or is in danger of experiencing abuse, as defined by the Child Protection Act, I would wish to support you in acting to protect that child. If the abuse is serious I have procedures to act for the benefit and protection of the child that do not necessarily require the source of the information to be revealed.
Whenever possible, if I feel that we need to suspend confidentiality for one of these reasons, I would discuss the matter with you and arrange appropriate support before any action was taken.
I will also discuss our work together with my supervisor. A supervisor is a counselling and psychotherapeutic mentor, and all counsellors and psychotherapists have one who they talk with on a regular basis. This is an extra measure of safety for clients to ensure that your counsellor is doing the best work they can for you.
"How long does counselling last?"
I can offer single sessions, short-term work, and long-term work. I assess the length of work that best suits you and the issues you are bringing when we begin our work together.
"What can I talk about?"
Anything you like. Sometimes a session that you attend without a set plan for what you want to discuss can be one of the most effective sessions you can have.
"I tried counselling before and it didn't work. Why should I try it again?"
A few elements can impact the effectiveness of counselling. Counselling is the most effective when a client and counsellor feel 'right' together. It works best when you are open to the possibility of change, and are willing to participate in your own healing.
Counselling is more effective when done at the right time, and the right time is when you feel ready to grow. If not, then you may not be ready to commit to the work necessary on your side of the relationship for counselling to be effective.
If you feel that you did not have good chemistry with your previous counsellor, try switching to another one.
"Can I contact you between sessions?"
Counselling isn't an emergency service, and I generally ask for clients not to contact me in between sessions. If you are in need of extra support, please let me know, as I can offer up to two counselling sessions per week and help you plan the extra support you need. Beyond this you will need to seek further support via your GP, a psychiatric crisis unit, the NHS (111, option 2), or the Samaritans (116 123).
"What if my financial situation changes so I can't afford counselling any more?"
Changes to a person's financial situation are a part of life, so please let me know if this happens, and we can arrange to change together to change our terms. While I can only reduce my prices a certain amount, I will do my best to meet you on a price that works for both of us.
Terms of Service
Confidentiality Statement
There are a few limits to the confidentiality I offer to people using my services. I am legally required to report acts of terrorism. It is also possible for a judge to demand access to the confidential information I hold.
If you disclose that there is a serious risk to your own or someone else’s life, I have a procedure to evaluate the risk with the support of other professionals and would wish to support you in acting to remove that risk. In any case, I will inform the authorities if the risk is evaluated as serious, but will discuss this with you first.
If you disclose that a child is currently experiencing or is in danger of experiencing abuse, as defined by the Child Protection Act, I would wish to support you in acting to protect that child. If the abuse is serious I have procedures to act for the benefit and protection of the child that do not necessarily require the source of the information to be revealed.
Whenever possible, if I feel that we need to suspend confidentiality for one of these reasons, I would discuss the matter with you and arrange appropriate support before any action was taken.
My discussions with my supervisor will remain confidential within the supervision structure, and will be used to support my provision of therapy to you.
Supervision
A therapist does not work in isolation. Each therapist works with the guidance and support of another, usually more experienced therapist. This method of working is called supervision, and has been found to benefit both the client and the therapist and is required by the professional associations.
Records
It is normal practice for a therapist to write notes on each session. These constitute factual details, reflection on the counselling process, the making of therapeutic contracts and progress towards goals. With some notice you may view the records of your sessions.
I keep hand-written and spreadsheet records of sessions. My hand-written notes are kept in a locked safe, and my spreadsheet records are password protected.
I reserve the right to use any recorded or written material to defend myself in case of allegations or complaint being made by a client or their legal carer/guardian. For these reasons I do not have a specific retention time for data, other than contact details, which I delete as soon as counselling ends.
Data Protection
All information that you provide to me is kept securely. Under exceptional circumstances, certain authorities can request legal access to records. I will refuse access unless ordered by a judge.
Any paperwork no longer required is shredded after we have terminated our working relationship.
Minors
I work with minors aged 14 and over on the understanding that it is understood that I will not reveal specific details of conversations with my clients to third parties, including guardians. I insist on the protection of my client's privacy as a therapeutic necessity, regardless of age.
The emotional and physical environment that the young person experiences is highly dependent on the caregivers and I will on occasion make general suggestions to the caregiver that are intended to facilitate the desired outcome. Such conversations will usually occur in the presence of the client.
The client should make payment of fees, even if parents, guardians or carers are providing the money. This recognises the client’s control over the working contract.
Ethics
I subscribe to and follow the Ethical and Professional codes of the UK Association for Transactional Analysis and the National Counselling Society.
Complaints
If a client has a complaint with me then I ask for you to raise the complaint with me. If you feel this is unsuccessful then you should direct your complaint to the United Kingdom Association for Transactional Analysis (UKATA) and/or the National Counselling Society (NCS).
According to the Psychologists Protection Society (PPS) one of the most common reasons for complaints is a rupture in the therapeutic relationship. Ruptures are a natural part of the therapeutic process so I recommend you read my blog post about this before progressing to a complaint.
Contract for Sessions
Your initial session will be a consultation during which you and I decide whether we can work together. At the end of this session a mutual agreement for further counselling/therapy may be made. This is usually for weekly sessions at the same time each week.
The normal duration of a one-to-one session is fifty (50) minutes.
If you are under 18 you may come on your own or with a second person if you wish. Please advise me beforehand whether you wish to be accompanied by a parent, carer, teacher, other trusted adult, or a friend.
Fees
Please see my fees page for current information. I accept payment either in cash or via a bank account specified at the beginning of the therapeutic relationship. I require payment prior to our session, 24 hours before the session at the latest. For in-person sessions I can accept payment at the end of the session.
I take payment for the initial session at the same hourly rate as all subsequent sessions.
Bookings
I accept bookings via the email address given in the footer of this web site, via telephone (number also given in the footer) by call or text, or by using the form linked to in the menu. I am unable to accept bookings with less than 24 hours’ notice, and prefer at least three days’ notice.
Video or Telephone Sessions
I usually provide counselling in person at any one of a variety of locations throughout Bristol, an updated list of which can be found on my Where to find me page. However, I can offer video-call or telephone sessions via Zoom or WhatsApp if required.
If we are on a video call and our connection drops, I will attempt to call again three times to continue the session. If we are on a telephone call and it drops, I will wait for you to call again to continue the session. If the call does not reconnect or the connection is weak enough to disrupt our communication then I will email or text you to advise that this is the case, and arrange our next session with you.
Please note that I will use a room to conduct a telephone or video session such that your confidentiality on my end of the line is assured. I ask that you do the same at your end.
Cancellations
In the event of a client cancelling or missing a session without a 48h-hour notice period a full fee will be charged, unless a mutually agreeable time for re-scheduling can be identified. Exceptions are made for serious illness, childcare issues, or unforeseen crises.
If you fail to attend two consecutive sessions without contacting me I will consider that you have terminated this contract. A high rate of non-attendance will warrant a review of the relevancy of the work at this time in your life and your commitment to it.
As the therapist to client relationship is exclusive, there is usually no cover if I am on vacation, ill or otherwise absent. However, if I experience serious long-term illness or injury that prevents me from being able to continue as your counsellor I will endeavour to arrange for a replacement therapist to contact you and provide you with support until you make further arrangements.
Ground Rules
I work with the expectation of mutual respect and valuing. I will end a session if:
- The client or anyone with them is abusive.
- The client or anyone with them threatens or acts to injure himself or herself, to hurt me or other staff, or to damage property.
- The client or anyone with them is under the influence of, or in possession of, alcohol or illegal drugs.
You may at some time want someone to join you in a session. Please plan this with me.
The premises on which I work are no smoking spaces. This includes vaping.
Privacy and Cookie Policies
Last updated: 16th February 2022
- Privacy Policy
- What Data I Collect
- What I Use Your Data For
- Communicating With You
- Third Parties
- GDPR / Data Protection
- Business Name and Address; Data Manager and Controller
- Your Choices Regarding Your Data
- Cookie Policy
Privacy Policy
What Data I Collect
This section informs you of what information I collect about you and why. Personal data means any information about an individual from which that individual can be identified. I may collect, use, store, and transfer different kinds of personal data about you which I have grouped together as follows:
- Identity Data: includes first name, surname, marital status, title, date of birth, and gender.
- Contact Data: includes address, postcode, email address and telephone numbers.
- Financial Data: includes bank account and payment card details.
- Health Data: includes information relating to your physical and mental health to enable me to ensure that I can work with you.
I may also ask for information about your general health (including details of your GP), and about your guardian if you are a person under the age of 18.
What I Use Your Data For
This section explains how I will use the personal data you provide to me in order to carry out the activities relevant to the provision of my services to you. I must have a legal basis for processing your personal data. I consider that I have a legal basis where:
- you have given me your explicit consent to do so for the specific purposes which I have told you about – for example, I will need your consent to process any health information you provide to me, such as information relating to your mental health
- it is necessary for me to do so to enable me to provide you with the services that you have requested from me – for example, contacting you about your appointment
- it is necessary in order to fulfil my legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests
- there is an overriding public interest in using the information – for example, in order to safeguard an individual or to prevent a serious crime
- the processing is necessary for the establishment, exercise or defence, of legal rights, or
- the law otherwise permits or requires it.
Where I process your personal data on the basis of my legitimate interests, these are my interests in providing services to you in an efficient and secure manner.
I have set out below a list of all the ways I may use your personal data and which of the legal bases I rely on to do so. I have also identified what my legitimate interests are, where appropriate. In some cases I may use more than one legal basis for processing your personal data; this will depend on the specific purpose for which I am using your personal data.
What I use your personal data for (purpose) |
Type of data |
Legal basis for processing (including basis of legitimate interest) |
To register you as a new client |
(a) Identity |
Performance of a contract with you |
To carry out my obligations arising from any contracts entered into between you and us including: (a) managing payments; |
(a) Identity |
Performance of a contract with you |
To respond to your enquiries or to process your requests in relation to your information |
(a) Identity |
Performance of a contract with you |
To manage my relationship with you which will include: |
(a) Identity |
Necessary to comply with a legal obligation |
To establish, exercise and defend my legal rights |
(a) Identity |
(a) Necessary for compliance with a legal obligation |
Communicating With You
You will only receive communications that you wish to receive. I will never send you marketing communications. I may send you communications such as those which relate to any updates on the counselling services I provide to you (e.g. a change to my availability). I consider that I can lawfully send these communications to you as I have a legitimate interest to do so, namely to effectively provide you with the best service I can.
Third Parties
I will not share your details with a third party except with your expressly written permission and/or if required to by law.
If there is ever any reason for me to have cause for concern about your health and safety, I may share your data with relevant health professionals or with the police. I may also share your data with these bodies if I am requested to do so.
I will only ever share your personal data in compliance with the applicable data protection laws.
In the event of sudden sickness or injury, a previously appointed locum will take over in my place. This person will receive your details in order to be able to contact you.
I will never transfer your data outside the European Economic Area (EEA).
Unfortunately, the transmission of your personal data via the internet is not completely secure. Although I do my best to protect your personal data, I cannot guarantee the security of your data transmitted to me over the internet and you acknowledge that any transmission is at your own risk.
GDPR / Data Protection
When you complete my contact or referral form I will keep the following details for the duration of our work together:
- email address (this is so that I can contact you)
- first and last name (I use codes in my notes to refer to clients in order to maintain confidentiality. The document I use to reference which client has which code is kept in a safe)
- How we use cookies,
- The types of cookies we use,
- For how long they work and for what purposes they are used,
- How to change your cookie settings and opt-out, and
- Who are we and how can you contact us.
When we terminate counselling I will delete your records.
Business Name and Address; Data Manager and Controller
Your data controller and data manager is Hayley Watkins. Address available on request.
Your Choices Regarding Your Data
If you wish to request access to, correction or, or deletion of your data, please email me. Up to date information regarding your data rights can be found on the www.gov.uk website.
If you wish to make a complaint, www.gov.uk provides guidance here.
This privacy policy applies to the personal data I collect about you through my website www.cactuscounselling.co.uk, by post, by telephone, and when you otherwise communicate with me. The policy may change from time to time and, if it does, the up-to-date version will always be available on my web site. I will also tell you about any important changes to my privacy policy.
Cookie Policy
In this cookie policy you can read about:
When we use words like “us”, “we”, “our” we mean Cactus Counselling. You can find our company details below. We are the data controller of the data collected through the use of cookies on our website.
Our website is https://www.cactuscounselling.co.uk, incl. our sub-domains and other sites we own and operate.
When we refer to “you” we mean you as a user or visitor of our website.
This policy is part of our privacy policy. Our use of cookies may include processing of your personal data and we therefore recommend that you read our privacy policy.
What do I need to know about cookies?
There are different types of cookies and they are used for different purposes.
Below you can read about what a cookie is, the difference between first and third party cookies and session cookies vs. persistent cookies and what types of cookies we use on our website and why.
What is a cookie?
A cookie is a small piece of data that a website stores on your device when you visit it. A cookie typically contains information about the website itself, a unique identifier that allows the site to recognise your web browser when you return, additional data that serves the purpose of the cookie, and the lifespan of the cookie itself.
Cookies are used to enable certain features (e.g. logging in), to track site usage (e.g. analytics), to store your user settings (e.g. timezone, notification preferences), and to personalise your content (e.g. advertising, language).
Session cookies vs. persistent cookies
Session cookies only last as long as your online session. This means that they will disappear from your computer or device when you close your browser. They are therefore also sometimes referred to as temporary cookies. Typically session cookies are used to remember what a user put in their basket when they are browsing a website.
Persistent cookies are different. These cookies are sometimes called permanent cookies. They will stay on your computer or device after you close your browser. These types of cookies will expire according to the time specified in the cookie. You can see the specific duration of each persistent cookie below. What’s the difference between first and third party cookies?
First party cookies are cookies that are set by the website that you are visiting and it's only this website that can access and read these cookies.
Third party cookies are set by someone other than the owner of the website you’re visiting. As an example, some pages have content from other sites like YouTube. YouTube may set their own cookies on your browser when you play the video from YouTube. Cookies set by other sites and companies (ie. third parties) can be used to track you on other websites that use the same third-party service.
Below you can see what cookies on our website are first party cookies and third party cookies.
Types of cookies and how we use them
Necessary cookies
Necessary cookies are required for the basic functionality of our website to work. We use necessary cookies to make it possible for you to only have to enter your username and password once during a visit to our website.
We also use necessary cookies to help with ensuring that you are given the option to accept or reject cookies, block non-necessary cookies from working until you give consent, and remember your cookie settings and choices. The cookies also help keep track of, if, and when, you gave consent to analytical cookies, our privacy policy, T&Cs and email marketing.
Necessary cookies are also used for payment processing.
It's not possible to reject or accept the necessary cookies as they are core for the functionality of our website.
Here are the necessary cookies we use, what we use them for, the specific cookies providers and each cookie’s duration:
| Name | Host | Expires |
| CONSENT | .google.com | 6320 days |
| ct0 | 0 | |
| guest_id | 730 days |
Analytical cookies
Analytical cookies gather statistics. We use this information to make our website even better. The information collected via the analytical cookies track how you use our website during your visit. It helps us understand visitor usage patterns, identify, and diagnose problems or errors you may encounter, and make better strategic decisions in improving the website experience.
We will only set analytical cookies on your device if you give us your consent.
Marketing cookies
Marketing cookies are used in determining what promotional content is more relevant and appropriate to you and your interests. Websites may use them to deliver targeted advertising or to limit the number of times you see an advertisement. This helps companies improve the effectiveness of their campaigns, and the quality of content presented to you. These cookies may be set by the website you’re visiting (first-party) or by third-party services. Marketing cookies set by third-parties may be used to track you on other websites that use the same third-party service.
Here are the Marketing cookies we use, what we use them for, the specific cookie providers and each cookie’s duration:
| Name | Purpose |
| DoubleClick (owned by Google) | To display ads on the website and show you relevant ads on other sites. |
Functionality cookies
Functionality cookies are used in collecting information about your device and any settings you may configure on the website you’re visiting (like language and timezone settings). With this information, websites can provide you with customised, enhanced or optimised content and services.
Third-party cookies on our site
We may employ third-party companies and individuals on our websites, e.g. analytics providers and content partners. We grant these third parties access to selected information to perform specific tasks on our behalf.
Please note that we can’t control what these third party provides do in regards to these cookies.
How you can change your cookie settings, incl. opting out
As part of our cookie solution, we always provide you with the option to say no to cookie.
We also give you the option to change your mind. If you at one point gave consent to non-necessary cookies on our website, you can always change your mind. Just look for the shield on our website. If you press the shield, your cookie settings will appear, allowing you to always change your settings and reject cookies.
It's also possible to instruct your browser to refuse cookies from our website. Most browsers are configured to accept cookies by default, but you can update these settings to either refuse cookies altogether, or to notify you when a website is trying to set or update a cookie.
If you browse websites from multiple devices, you may need to update your settings on each individual device.
Although some cookies can be blocked with little impact on your experience of a website, blocking all cookies may mean you are unable to access certain features and content on the site.
Who are we and how can you contact us?
Here is our company information:
Cactus Counselling
Address available on request.
You can always write to us at: hello@cactuscounselling.co.uk
This policy is effective from the 16th of February 2022.
