Confidentiality
Counselling is a private and confidential form of help and RAFT will not normally give your name, or any information about you to anyone outside of RAFT.
However there are a few exceptional cases where RAFT may ethically or legally have to give information to relevant authorities, for example:
Cancellations
We require 48 hours notice for cancellations of all appointments. Pre-payments are taken to confirm bookings for initial appointments and your first ongoing appointment. We are unable to refund clients when an appointment is cancelled within the 48 hour period prior to the session. Please note that you can notify us of a cancellation by email or telephone.
If our call handlers are not available or if the centre is closed, please leave a message on the answerphone with your name, number and the appointment date and time that you wish to cancel. Messages are checked regularly and the time of your call/ email will be logged.
Access
We have a ground floor counselling room with ramped access which can accommodate:
Accessible toilet facilities are available on the ground floor
There are two disabled parking spaces to the rear of the building which are allocated on a first come first served basis. Please speak to a member of the team if you have any queries or concerns relating to accessing our services. Please note that you will need to inform us of any access needs at the time of booking to ensure we reserve you an accessible room.
Comments, Complaints and Suggestions
We love to hear how clients experience our service and welcome feedback to assist us in learning how to improve our services. Please contact us on [email protected] and we will be happy to support you.
Counselling is a private and confidential form of help and RAFT will not normally give your name, or any information about you to anyone outside of RAFT.
However there are a few exceptional cases where RAFT may ethically or legally have to give information to relevant authorities, for example:
- where we are legally compelled to do so
- where there is a duty to the public to disclose
- where disclosure is made at your request or with your consent
- where disclosure is permitted by law and required to protect our interest
- if we believe that someone, especially a child, is at risk of harm
Cancellations
We require 48 hours notice for cancellations of all appointments. Pre-payments are taken to confirm bookings for initial appointments and your first ongoing appointment. We are unable to refund clients when an appointment is cancelled within the 48 hour period prior to the session. Please note that you can notify us of a cancellation by email or telephone.
If our call handlers are not available or if the centre is closed, please leave a message on the answerphone with your name, number and the appointment date and time that you wish to cancel. Messages are checked regularly and the time of your call/ email will be logged.
Access
We have a ground floor counselling room with ramped access which can accommodate:
- Electric wheelchairs
- Manual wheelchairs
- Special high seating
- Dogs for the disabled/guide dogs
Accessible toilet facilities are available on the ground floor
There are two disabled parking spaces to the rear of the building which are allocated on a first come first served basis. Please speak to a member of the team if you have any queries or concerns relating to accessing our services. Please note that you will need to inform us of any access needs at the time of booking to ensure we reserve you an accessible room.
Comments, Complaints and Suggestions
We love to hear how clients experience our service and welcome feedback to assist us in learning how to improve our services. Please contact us on [email protected] and we will be happy to support you.
Relationship and Family Therapy, RAFT is a registered charity, Charity Number: 1120017, Company Number 06109030
