Working Agreement

Counselling Working Agreement

This counselling working agreement explains how counselling sessions are provided, what you can expect from me as your counsellor, and what is expected from you as a client. It is designed to create clarity, safety and mutual understanding so that we can work together effectively.

Professional Standards and Ethics

I am a qualified counsellor and a registered member of the British Association for Counselling and Psychotherapy (BACP). I work in accordance with their Ethical Framework and uphold their Commitment to Clients.

This means you can expect:

  • Respect, dignity and non-judgement
  • Professional and ethical practice
  • Safe and appropriate boundaries
  • Confidentiality
  • Ongoing supervision and professional development
  • Work within my competence

I hold professional insurance, undertake regular supervision, maintain continuing professional development, and hold an enhanced DBS check.

Sessions

Sessions are usually 50 minutes long and take place at an agreed time, either online or by telephone.

Together we will agree:

  • session frequency
  • appointment times
  • review points

Sessions start and end promptly to respect both our time.

Fees and Payment

Fees are agreed in advance.

Payment is required before or at the time of each session, or by bank transfer as arranged.

If payment is not received, sessions may be paused until the balance is cleared.

Cancellations and Missed Sessions

If you need to cancel or reschedule, please provide at least 48 hours’ notice.

Sessions cancelled with less than 48 hours’ notice, or missed without notice, will usually be charged in full. This is because the time has been reserved specifically for you.

Exceptions may be considered in emergencies or exceptional circumstances.

Online and Telephone Sessions

For remote sessions:

  • You are responsible for ensuring you are in a private and safe space
  • A stable internet or phone connection is required
  • I may confirm your location at the start of sessions in case emergency services are needed
  • Secure platforms are used wherever possible, although no technology is completely risk-free

If connection problems occur, we will agree how best to continue the session.

Communication Between Sessions

Contact between sessions should be limited to practical matters such as appointments or scheduling.

I do not provide counselling or crisis support via email or text.

If you need urgent support between sessions, please contact your GP, NHS 111, or emergency services.

Confidentiality

Everything discussed in counselling is confidential and handled in accordance with my Privacy & Confidentiality Policy.

Confidentiality will only be broken where there is a legal or ethical duty to share information, for example:

  • serious risk of harm to you or others
  • concerns about the safety of a child or vulnerable adult
  • legal or court requirements
  • disclosure of serious criminal activity

Where possible, I will discuss this with you first unless doing so would increase risk or is not permitted by law.

Records

Brief factual notes are kept to support safe and effective practice.

These are stored securely on encrypted systems and managed in line with data protection law. Full details can be found in the Privacy & Confidentiality Policy.

Boundaries

Clear professional boundaries help create a safe therapeutic relationship.

Therefore:

  • I cannot engage in dual relationships (e.g. friendships or business relationships)
  • I do not connect with clients via social media
  • Gifts or personal exchanges are discouraged
  • Sessions must not take place under the influence of drugs or alcohol

These boundaries protect both you and me.

Ending Therapy

You are free to end counselling at any time.

Where possible, a final session can be helpful to reflect on the work and bring therapy to a safe and planned ending.

I may suggest ending or referring you to another service if:

  • your needs fall outside my competence
  • therapy is no longer beneficial
  • sessions are repeatedly missed
  • safety concerns arise

Any ending will be handled respectfully and ethically.

Complaints

I aim to provide a professional, ethical and respectful service at all times. If something does not feel right, I encourage you to raise it so it can be addressed promptly and fairly.

Step 1: Speak with me directly

Most concerns can be resolved through an open conversation. I will listen carefully and aim to resolve issues collaboratively and respectfully.

Step 2: Written complaint

If you prefer to raise your concern in writing, you can email me at:
rabina@sereniquecounselling.co.uk

I will acknowledge your complaint and respond within a reasonable timeframe.

Step 3: Independent support or escalation

If you remain dissatisfied, or would prefer independent guidance, you may contact my professional body for confidential advice about their formal complaints process:

All concerns are taken seriously and handled fairly and professionally.

Your Responsibilities

You agree to:

  • attend sessions on time
  • provide accurate and relevant information
  • give notice for cancellations
  • respect professional boundaries
  • take responsibility for your wellbeing and decisions between sessions

Counselling works best as a collaborative process.

Changes to This Agreement

This Working Agreement may occasionally be updated to reflect changes in law, professional guidance or practice. The most recent version will always be available on my website.