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Policy Section

Brighter Voices Counselling – Confidentiality Policy

 

Purpose of This Policy

Brighter Voices Counselling is committed to protecting the privacy, dignity, and confidentiality of all clients. Confidentiality is central to creating a safe and trusting therapeutic relationship and is upheld in line with professional ethical guidance, including the principles set out by recognised counselling bodies such as NCPS and BACP.

This policy explains how confidentiality is maintained, its limits, and how information may be shared where necessary to protect safety.

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Scope

This confidentiality policy applies to:

  • Children and young people aged 11–17

  • Young adults aged 18–25

  • Parents and carers involved in counselling arrangements

  • All counselling services provided by Brighter Voices Counselling, including online and face-to-face sessions

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Ethical Framework

Brighter Voices Counselling works in accordance with established ethical principles, including:

  • Respect for client autonomy and dignity

  • Beneficence and non-maleficence (acting in the client’s best interests and avoiding harm)

  • Trust, integrity, and professional accountability

Confidentiality is maintained in line with these principles and relevant professional guidance.

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What

Confidentiality Means in Counselling

Confidentiality means that information shared within counselling sessions is kept private and is not shared with others without consent.

This includes:

  • Verbal information shared in sessions

  • Written records and case notes

  • Personal and contact information

  • Communications via email or online platforms

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Limits of Confidentiality

While confidentiality is respected, there are important limits where information may need to be shared without consent.

Confidentiality may be broken if:

  • There is a risk of serious harm to the client or another person

  • There are safeguarding concerns involving a child or vulnerable person

  • The client discloses involvement in serious criminal activity

  • Disclosure is required by law or court order

Where possible, decisions to share information will be discussed with the client in advance, unless doing so would increase risk.

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Confidentiality for Children & Young People (Under 18)

For clients aged 11–17:

  • Confidentiality is respected to support trust and therapeutic engagement

  • Parents/carers are informed of the limits of confidentiality at the outset

  • Information is shared with parents/carers only when necessary to protect the young person’s safety or wellbeing

The young person’s voice and rights are central to decision-making wherever possible.

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Information Sharing & Safeguarding

If safeguarding concerns arise, Brighter Voices Counselling may share relevant information with:

  • Parents or carers (where appropriate)

  • Safeguarding leads or professionals

  • External agencies such as social care, healthcare services, or emergency services

Only the minimum necessary information will be shared, and all decisions will be carefully recorded.

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Record Keeping & Data Protection

  • Client records are kept securely and stored in line with UK GDPR and data protection legislation

  • Records are factual, respectful, and relevant to the counselling process

  • Access to records is restricted to the counsellor

Clients have the right to request access to their records, subject to legal and ethical considerations.

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Supervision

To maintain safe and ethical practice, the counsellor undertakes regular professional supervision.

  • Client work may be discussed anonymously in supervision

  • Identifying details are not shared

  • Supervision supports ethical decision-making and client safety

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Online & Digital Confidentiality

When working online, Brighter Voices Counselling:

  • Uses secure, password-protected platforms

  • Takes reasonable steps to protect digital communications

  • Discusses online boundaries and privacy with clients

Clients are encouraged to ensure privacy at their end during online sessions.

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Concerns About Confidentiality

If you have concerns about confidentiality or how your information is handled, you are encouraged to raise these directly.

A formal complaints procedure is available if concerns cannot be resolved informally.

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Review of This Policy

This confidentiality policy is reviewed annually or sooner if legal, ethical, or professional guidance changes.

Brighter Voices Counselling is committed to ethical, transparent, and compassionate practice, ensuring confidentiality is respected while prioritising safety and wellbeing.

Brighter Voices Counselling – Cancellation & Missed Appointment Policy

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Full Cancellation Policy

At Brighter Voices Counselling, we value your time and emotional commitment to counselling. Sessions are reserved especially for each young person, and this policy helps ensure fairness and continuity of care for everyone.

Notice Period

  • We ask for at least 24 hours’ notice if you need to cancel or reschedule a session.

  • Cancellations can be made via email, text, or phone.

Late Cancellations

  • Sessions cancelled with less than 24 hours’ notice will be charged at 50% of the session fee.

  • This is because the appointment time cannot usually be offered to another client at short notice.

Missed Appointments (Did Not Attend)

  • If a client does not attend a session without notice, the full session fee will be charged.

  • Repeated missed appointments may result in sessions being paused or reviewed.

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Illness, School Issues & Emergencies

  • We understand that illness, school pressures, safeguarding concerns, or emergencies can arise.

  • In genuine and unavoidable circumstances, fees may be reduced or waived at the counsellor’s discretion, particularly where the wellbeing of a young person is affected.

Clients Under 18

  • For clients aged 11–17, this policy applies to parents or carers who arrange and pay for sessions.

  • Parents/carers are responsible for providing notice of cancellations where appropriate.

Online Sessions

  • For online counselling, clients are asked to ensure a private space and stable internet connection.

  • If technical issues prevent the session from taking place, the session may still be chargeable if the counsellor is available and present.

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Ending Counselling

  • If you choose to end counselling, we kindly ask for one session’s notice where possible to allow for a planned and supportive ending.

Compassion & Professional Judgement

  • Brighter Voices Counselling works in line with professional ethical guidance and values compassion, flexibility, and fairness.

  • Each situation is considered individually, particularly where mental health, neurodiversity, or safeguarding needs are involved.

By booking a session, you are agreeing to this cancellation policy.

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​Cancellation Policy – Brighter Voices Counselling

Please give at least 24 hours’ notice to cancel or reschedule your session.
Late cancellations (under 24 hours) are charged at 50%, and missed sessions without notice are charged at the full fee.

We understand emergencies and illness may happen — these will be considered with care, especially for young people.

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Parent / Carer Version (Under-18 Clients)

When booking counselling for a young person aged 11–17, sessions are reserved specifically for your child.

  • 24 hours’ notice is required for cancellations or changes.

  • Late cancellations may be charged at 50% of the session fee.

  • Missed appointments without notice will be charged at the full fee.

We understand that illness, school demands, or unexpected situations can arise and these will always be considered sensitively.

If counselling is coming to an end, one session’s notice is appreciated to support a positive and planned ending for your child.

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Professional / Ethical Wording (NCPS Aligned)

Brighter Voices Counselling operates in line with recognised professional and ethical frameworks, ensuring fairness, transparency, and respect for both client and practitioner.

Clients are requested to provide a minimum of 24 hours’ notice for session cancellations. Failure to do so may result in a partial or full fee charge, as session time has been allocated exclusively to the client.

Discretion may be applied in cases of illness, emergency, or safeguarding concerns. Repeated missed appointments may prompt a review of the therapeutic arrangement.

Planned endings are encouraged wherever possible to support ethical and therapeutic closure.

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Confidentiality & GDPR Summary

Brighter Voices Counselling is committed to protecting the privacy and personal data of all clients in line with UK GDPR and Data Protection legislation.

  • Personal information is stored securely and only collected where necessary for the provision of counselling.

  • Information shared in sessions is treated as confidential and will not be disclosed without consent, except where there are safeguarding concerns or a legal duty to share information.

  • For clients under 18, confidentiality is respected while balancing safeguarding responsibilities and parental involvement.

Clients have the right to access their data, request corrections, and raise concerns about data handling.

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Payment Terms & Fees

  • Session fees are payable in advance unless otherwise agreed.

  • Block bookings must be used within the agreed timeframe.

  • Late payment may result in sessions being paused until accounts are up to date.

  • Fees are reviewed periodically and clients will be informed of any changes in advance.

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Client Agreement & Consent

By engaging in counselling with Brighter Voices Counselling, clients (and parents/carers where applicable) confirm that they:

  • Have read and understood the cancellation policy

  • Understand the limits of confidentiality

  • Agree to the payment terms

  • Consent to counselling services being provided

Written consent is required for clients under 18 and will be obtained before counselling begins.

Brighter Voices Counselling – Safeguarding & Risk Policy

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Statement of Commitment

Brighter Voices Counselling is committed to safeguarding and promoting the welfare of all children, young people, and young adults aged 11–25. Safeguarding is central to all aspects of practice, and every client has the right to feel safe, heard, respected, and protected from harm.

This policy reflects legal duties, ethical responsibilities, and best practice guidance and applies to all counselling services provided by Brighter Voices Counselling, including face-to-face and online sessions.

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Scope of This Policy

This safeguarding and risk policy applies to:

  • Children and young people aged 11–17

  • Young adults aged 18–25, particularly where vulnerability or risk is identified

  • Parents and carers involved in the counselling process

  • All counselling sessions, communications, and records

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Legal & Ethical Framework

Brighter Voices Counselling works in accordance with:

  • UK safeguarding legislation and statutory guidance

  • Professional ethical frameworks and codes of practice

  • Data protection and confidentiality legislation (UK GDPR)

Safeguarding responsibilities override confidentiality where there is a risk of significant harm.

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Definition of Safeguarding

Safeguarding refers to the action taken to protect individuals from harm, abuse, neglect, or exploitation, and to promote their wellbeing.

This includes, but is not limited to:

  • Physical abuse

  • Emotional or psychological abuse

  • Sexual abuse or exploitation

  • Neglect

  • Domestic abuse

  • Bullying or cyberbullying

  • Radicalisation or exploitation

  • Self-harm or suicidal ideation

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Confidentiality & Its Limits

Confidentiality is a core part of counselling. However, there are clear limits where safeguarding concerns arise.

Information may be shared without consent if:

  • A client is at risk of significant harm

  • A client poses a risk to others

  • There are safeguarding concerns involving a child or vulnerable person

  • Disclosure is required by law

Where possible, information sharing will be discussed with the client before action is taken, unless doing so would increase risk.

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Safeguarding Lead

The Safeguarding Lead for Brighter Voices Counselling is the Principal Counsellor.

The Safeguarding Lead is responsible for:

  • Responding to safeguarding disclosures

  • Risk assessment and management

  • Liaison with external agencies where required

  • Record keeping and decision-making.

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Risk Assessment & Ongoing Risk Management

Risk is assessed:

  • At initial assessment

  • Throughout ongoing counselling

  • Whenever new information or concerns arise

Risks considered include:

  • Self-harm or suicidal thoughts

  • Harm from others

  • Risk-taking behaviours

  • Emotional distress or deterioration in mental health

Risk management may include:

  • Safety planning

  • Increased session frequency

  • Parental or carer involvement (where appropriate)

  • Referral to external services

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Responding to Safeguarding Concerns

If a safeguarding concern is identified, the counsellor will:

  1. Listen calmly and non-judgementally

  2. Take concerns seriously and reassure the client

  3. Record information accurately and promptly

  4. Assess immediate risk

  5. Seek appropriate advice or supervision

  6. Share information with relevant safeguarding agencies where required

Emergency services will be contacted immediately if there is an immediate risk to life.

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Working With Parents & Carers

For clients under 18:

  • Parents/carers are informed of safeguarding limits to confidentiality

  • Information is shared on a need-to-know basis

  • The young person’s voice and autonomy are respected wherever possible

The balance between confidentiality and safeguarding is managed carefully and ethically.

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Online & Digital Safeguarding

When working online, Brighter Voices Counselling:

  • Uses secure, password-protected platforms

  • Confirms client location at the start of sessions

  • Has emergency contact details available

  • Discusses online safety and boundaries

If online safety cannot be maintained, sessions may be paused or ended.

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Record Keeping

Safeguarding and risk records are:

  • Stored securely

  • Kept separately where appropriate

  • Accurate, factual, and timely

  • Retained in line with data protection requirements

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Review of This Policy

This safeguarding and risk policy is reviewed annually or sooner if legislation or professional guidance changes.

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Contact Information

If you have concerns about safety or safeguarding in relation to Brighter Voices Counselling, please make contact directly using the details provided on the website.

In an emergency, always contact emergency services.

Brighter Voices Counselling is committed to creating a safe, supportive, and ethical space where young people can speak freely and be protected.

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