Terms & Conditions

1.My duty of care to you

It is of utmost importance to me as your therapist that you receive the best support possible and I will do everything that I can to ensure that you do.

1.1  As an integrative psychotherapeutic counsellor, I use a variety of psychotherapeutic approaches. I will do my best to draw on the approach that is best suited to you, based on the information that you provide at the point of booking and during our work together. 

1.2  The key to successful therapy however is the relationship that you form with your therapist. The initial consultation is a chance for you & me to meet to discuss the issues that you’ve been facing & to see if we are a good relational fit with each other. If for whatever reason either you, or I, decide that we are not a good fit, I will signpost you to another therapist or an alternative service.

1.3  Due to the complexity of the psyche it is not possible for me as your therapist to draw absolute conclusions about the issues you are facing or the best course of action for you in a one hour consultation.


The assessment process in therapy is always ongoing & I will continually review progress throughout your therapy to ensure that I am providing you with the best service possible.

1.4  In some instances I, as your therapist, may decide either after the initial consultation, or at a later point during the therapeutic process that either your needs are beyond my area of expertise, or that you require a more intensive, or specialist treatment that is beyond what my service is able to offer you. In such instances this decision will be clearly explained to you & I will endeavour to signpost you to an appropriate alternative service.

2. Confidentiality

2.1  All confidential information is held by me, as your therapist, in accordance with the GDPR, 2018. Please see my privacy policy for more details.

2.2  Everything that you discuss with me as your therapist is confidential. Confidentiality will only be broken if there is concern about your safety or the safety of someone else or where I am instructed to do so by a Court of Law. I will always endeavour to speak to you about this first.

2.3  As your therapist, I discuss my clinical work with a supervisor. This is to ensure that I am offering you the best service possible. These conversations are bound by confidentiality & you will only be referred to by your first name.

2.4  Notes are also kept of each session. These are anonymised & are stored in a locked filing cabinet. These notes are for my use as your therapist only & help me to keep a track of everything that is being discussed. These notes must be kept securely for seven years after your therapy comes to an end, after which they will be confidentially destroyed.

2.5 In line with GDPR you have the right to request sight of your session notes. Should you wish to view your notes while you are still in therapy please discuss this with me. If you would like to receive a copy of your notes at any time during the seven years that they will be held after your therapy comes to an end, please email info@elsieowen.com to make this request.

2.6 You also have the right to request that I confidentially destroy your session notes & the contact details that I hold for you. This can be arranged by contacting me at info@elsieowen.com. The only instances where I will not be able to comply with this request is if

a) It is necessary for me to retain these records in order to continue providing an effective service to you

b) I am compelled to retain these records by a Court of Law
c) I require these records in order to establish, exercise or defend legal claims

3. Appointments

3.1  All appointments last for 50 minutes & you will usually meet with me on a weekly basis. I always stagger my appointments by at least ten minutes to try to ensure that you do not bump into anyone else. As I understand how essential discretion can be, I ask that you arrive for your appointments as close to your allocated time as possible.

3.2  It is not usual for you to have contact with me as your therapist outside of your therapy sessions. If you think that you may need extra support, please discuss this with me. 

4. Payment

4.1  Payment for your sessions is made at the point of booking.

4.2  Payment can be made either through my online booking system, by cash or by bank transfer. Regrettably I do not accept payment by credit or debit card, or by cheque.

4.3  I ask that you come to your appointment prepared to make payment for your next session. Appointment times cannot be kept open for you in the absence of payment. 

5. Making changes to your appointment

5.1  If you should need to cancel or rearrange an appointment with me, please either call 07921503983 or email info@elsieowen.com to ensure that your message is received.

5.2  I ask that you give at least one weeks notice, so that I can reallocate that session to someone else.

5.3  Changes to your appointment time must be made within my admin office hours – Monday to Friday between 8am & 4pm.

5.4  Changes made outside these times will not be received until the next working day. In these instances notice will not be classed as having been given until that point.

5.5  The full session fee will be charged for cancelled sessions, where one weeks notice has not been given & for non-attended sessions, where no prior notice has been given. Please note that for therapy to work, regular attendance is essential.

5.6  Where sufficient notice has been provided, the full session fee can either be transferred to your next booking or refunded.

6. Breaks in Therapy

For counselling to be effective regular & consistent attendance is essential. It is also important that both you & I as your therapist are aware of any planned breaks so that you can prepare for the weeks when we won’t be seeing each other. I will endeavour to give you at least six weeks notice of any holidays that I am taking & I ask that you try to do the same.

7. Raising Concerns

I hope that your time with me will be a really positive experience & I look forward to working with you.

7.1  Should you ever have any problems at all with the service that you receive from me, please let me know. 

7.2  I am registered with a regulatory body. If you are not happy that the issue has been resolved fully by me, the next step would be to raise a complaint with my regulatory body – The British Association for Counselling and Psychotherapy.

7.3   In accepting these term & conditions, you permanently agree to release and indemnify Elsie Owen from all suits, law suits, claims and actions originating from Counselling, Psychotherapy, Supervision and Coaching provided by Elsie Owen, as your therapist.