All Policies

Confidentiality Policy

Effective Date: 8/06/2025

Introduction

At Mothering Minds, confidentiality is a core part of creating a safe, trusted, and professional environment for all clients.

Confidentiality enables clients to explore sensitive and personal matters, knowing that what they share will be protected and handled with care.

This Confidentiality Policy outlines how we handle confidential information across all Mothering Minds services, including:

  • Psychotherapy and psychotherapeutic counselling

  • Peer support groups

  • Workshops and events

  • Resource provision

  • Website interactions

Scope

This policy applies to:

  • Clients

  • Therapists and facilitators

  • Mothering Minds staff and contractors

  • Any third-party service providers working with us

What is Confidentiality?

Confidentiality means that any personal, sensitive, or identifiable information disclosed by clients:

✅ Will not be shared outside of the therapy or service relationship without the client’s consent, unless an exception applies (see below).
✅ Will only be accessed on a need-to-know basis by therapists, facilitators, or authorised staff directly involved in your care or service delivery.

Exceptions to Confidentiality

There are some legal and ethical circumstances where confidentiality may need to be broken:

  • If there is a serious risk of harm to you or to another person.

  • If there is a legal obligation to disclose (e.g. child protection concerns, court orders).

  • If you disclose information about serious criminal activity.

  • If required under professional codes of ethics for safeguarding purposes.

Wherever possible, we will:

✅ Discuss this with you first
✅ Keep you informed of any actions taken
✅ Only share information that is strictly necessary

Internal Sharing for Clinical Reasons

If more than one therapist or facilitator is involved in your care, relevant clinical notes may be shared between them to ensure safe, joined-up support.

In these cases:

✅ Only practitioners working directly with you will access your notes.
✅ Information sharing will always be done respectfully, securely, and documented appropriately.

Confidentiality in Peer Support Groups

While peer groups are facilitated with ground rules of respect and privacy, they are not therapy groups and are open spaces.

We ask all participants to respect group confidentiality. However, we cannot guarantee complete confidentiality in peer groups.

Emergency Contact and GP Details

Clients accessing psychotherapy or counselling are required to provide:

  • GP contact details

  • An emergency contact in their country of residence

These details will only be used in case of an urgent safeguarding concern.

Data Protection

All data is handled in line with:

  • UK GDPR

  • Data Protection Act 2018

See our Privacy Policy and Data Protection and Records Management Policy for full details.

Questions or Concerns

If you have questions about confidentiality, please contact:

hi@motheringminds.com

Cancellation Policy

Effective Date: 3/06/2026

Introduction

We understand that life happens and sometimes appointments need to be changed. However, therapy, counselling, and support sessions are reserved exclusively for each client, and our therapists and facilitators dedicate time to prepare for each session.

This Cancellation Policy helps us protect the sustainability of our services and respect our practitioners’ time.

Cancelled or Missed Sessions

  • If you cancel or miss a session with less than 48 hours’ notice, your session will be deducted from your account and you are not entitled to a refund.

  • Cancellations made with more than 48 hours’ notice: your session will remain active on your account and can be used for a future appointment within six months after booking, after which it will expire.

Session Expiry

Sessions purchased individually or as part of a package must be used within six (6) months of the date of purchase, after which they will expire.

Expired sessions are non-refundable. We encourage all clients to book their sessions promptly after purchase to make the most of their care.

If you are experiencing difficulties accessing your sessions — for example, due to illness, an emergency, or another serious circumstance — please contact us as soon as possible at hi@motheringminds.com. The Director may exercise discretion in exceptional cases.

Rescheduling

  • You may reschedule an appointment up to 48 hours before the session start time.

  • Sessions may be rescheduled within 48 hours of the session start time at the therapist’s discretion. They will try their best to accommodate you, but if an alternative slot cannot be found, your fee will not be refundable.

Therapist or Provider Cancellations

We expect all therapists to provide as much notice as possible of any cancellation, and in all cases no less than 48 hours’ notice for planned absences.

If a session is cancelled by your therapist:

  • You will be offered a replacement session at no additional charge, to be arranged at a mutually convenient time.
  • Where a direct replacement cannot be found promptly, we will arrange a rematch with another available therapist if you prefer.
  • Your session will remain active on your account and the six-month expiry period will not be affected by a therapist cancellation.

If your therapist is significantly delayed — more than 15 minutes past your scheduled start time without prior notice — you will be offered either:

  • A rescheduled session at no charge, or
  • A credit to your account for the session.

In the rare event that Mothering Minds needs to cancel a service or withdraw a therapist from your care, we will contact you immediately, provide a full explanation, and arrange continuity of care wherever possible.

Exceptional Circumstances

We understand that life doesn’t always go to plan. While we are unable to routinely waive cancellation fees, in very exceptional circumstances — such as a sudden medical emergency, bereavement, or other serious unforeseen event — the Director may use their discretion to waive or reduce a cancellation charge.

To request consideration under exceptional circumstances, please email hi@motheringminds.com with a brief explanation of your situation as soon as possible. We will respond within 5 working days.

Requests made after the session date may be considered but cannot be guaranteed.

Why We Have This Policy

When a session is cancelled late, it is usually not possible to offer that time to another client, and our therapists or facilitators lose income.

Our cancellation policy is in place to ensure that we can offer a fair, sustainable service to all our clients and maintain the availability of high-quality therapeutic support.

How to Cancel or Reschedule

You can cancel or reschedule by:

Refunds

Payments made for individual sessions or session packages are generally non-refundable, except in the following circumstances:

  • Where Mothering Minds assesses, following your Clinical Assessment, that our services are not suitable for your current needs — in which case we will contact you to discuss options, which may include a refund for unused sessions.
  • Where a session is cancelled by your therapist and a replacement cannot be arranged within a reasonable time.
  • Where required by applicable UK consumer protection law.

If you believe a refund is warranted in your circumstances, please contact us at hi@motheringminds.com. We will consider all requests fairly and respond within 10 working days.

Code of Conduct

Effective Date: 8/06/2025

Introduction

At Mothering Minds, we are committed to creating a safe, inclusive, and ethical space for therapy, counselling, and mental health support.

This Code of Conduct sets out what you can expect from us, and what we ask of everyone who uses our services.

Therapist Accreditation

All therapists working through Mothering Minds are:

  • Fully qualified and registered with a recognised UK professional body (such as BACP, UKCP, HCPC).

  • Professionally insured for therapeutic practice.

  • Experienced in working with clients from diverse backgrounds and life experiences.

  • Committed to ongoing professional development and supervision.

Eligibility of Services

Our services are:

  • Designed for adults aged 18 and over.

  • Focused on preventative and proactive mental health support.

We are not a crisis service and are unable to support individuals in acute crisis or experiencing active suicidal ideation.

If you are in crisis, please contact:

If our services are not suitable for your current needs, we will aim to signpost you to appropriate alternative support.

Respectful Behaviour

We expect all clients, therapists, facilitators, and staff to:

✅ Treat each other with respect and kindness.
✅ Foster a non-discriminatory and inclusive environment.
✅ Communicate with courtesy.

We will not tolerate:

  • Abusive, threatening, or discriminatory behaviour.

  • Harassment of any kind.

  • Behaviour that endangers staff, therapists, or other clients.

Breaches may result in suspension or termination of services.

Confidentiality & Data Protection

  • Confidentiality is central to our work. See our Confidentiality Policy for details.

  • Data is handled in line with UK GDPR and Data Protection Act 2018. See our Privacy Policy and Data Protection and Records Management Policy.

Professional Responsibility

Therapists and facilitators working with Mothering Minds:

  • Adhere to the ethical codes of their accrediting bodies (BACP, UKCP, HCPC, or equivalent).

  • Work within the limits of their competence and professional training.

  • Undertake regular supervision.

  • Maintain professional boundaries with all clients.

Client Responsibility

Clients engaging with Mothering Minds services:

  • Take personal responsibility for their own wellbeing and engagement with the services.

  • Are free to stop therapy or services at any time — ideally in conversation with their therapist or facilitator.

  • Are responsible for attending sessions punctually and in a fit state to participate.

  • Understand that Mothering Minds services are not a substitute for clinical medical care or emergency services.

Complaints

If you have concerns about conduct or services:

  • Please contact hi@motheringminds.com in the first instance (see also our Complaints Policy).

  • We will take all complaints seriously and handle them promptly and transparently.

 

Data Protection and Records Management Policy

Effective Date: 8/06/2025

Introduction

Mothering Minds Ltd is committed to handling all personal data in a way that is:

✅ Open
✅ Transparent
✅ Compliant with UK law
✅ Respectful of individual privacy

We comply fully with:

  • UK General Data Protection Regulation (UK GDPR)

  • Data Protection Act 2018

This policy outlines how we manage personal data and client records.

Scope

This policy applies to:

  • Clients

  • Therapists and facilitators

  • Employees

  • Contractors

  • Partners

  • Any third parties working on behalf of Mothering Minds Ltd

Principles of Data Handling

We will ensure that personal data is:

✅ Accurate and kept up to date
✅ Collected fairly and only for lawful purposes
✅ Processed transparently
✅ Used only for relevant purposes
✅ Protected against unauthorised access
✅ Not shared informally
✅ Retained for no longer than necessary

What Data We Collect

We may collect:

  • Identity data (name, date of birth)

  • Contact data (email, phone number, billing address, GP details, emergency contact)

  • Service data (therapy and support records, booking history)

  • Financial data (payment details — processed securely)

  • Technical data (IP address, browser data)

  • Special category data (health-related information shared in therapy or support services)

Legal Basis for Processing

We process personal data under the following lawful bases:

  • Performance of a contract (e.g. providing therapy and support services)

  • Compliance with legal obligations (e.g. safeguarding, tax)

  • Legitimate interests (e.g. maintaining accurate client records)

  • Consent (where applicable, e.g. for marketing communications)

Data Security

We implement security measures to protect data, including:

✅ Password-protected systems
✅ Secure cloud storage (where used)
✅ Controlled access — only authorised staff may access client data
✅ Encrypted communications (where appropriate)

Records Retention

We retain client records in accordance with professional and legal standards.

Client records (therapy notes, session records, contact information) are generally retained for 7 years from the end of service, unless legal or professional standards require otherwise.

After this time, records will be securely deleted.

Data Sharing

We will never sell personal data.
We may share data with:

  • Therapists and facilitators (direct care team)

  • Service providers (e.g. booking and payment systems)

  • Regulatory bodies (where legally required)

  • Emergency services or safeguarding authorities (where required for safety)

Client Rights

Clients have the right to:

✅ Be informed about how we use their data
✅ Access their data
✅ Request correction of inaccurate data
✅ Request deletion of data (where appropriate)
✅ Restrict processing
✅ Object to processing
✅ Data portability (where applicable)

Requests can be made by contacting hi@motheringminds.com.

Breach Notification

In the event of a data breach, we will:

  • Notify the ICO where required

  • Notify affected individuals where appropriate

  • Take steps to contain and mitigate the breach

Training & Review

All staff and therapists working with data will receive training on:

  • Data protection principles

  • Confidentiality

  • Security procedures

This policy is reviewed annually or when legislation or best practice changes.

Liability Waiver

Effective Date: 3/06/2026

Introduction

This Liability Waiver sets out the terms under which you access and engage with Mothering Minds Ltd services.

By using our services, you are agreeing to this waiver.

Our services include:

  • Psychotherapy and psychotherapeutic counselling

  • Peer support groups

  • Workshops and events

  • Online mental health resources

  • Website content and tools

Nature of Services

Mothering Minds services are designed to support mental health and wellbeing.

They are not a substitute for:

  • Medical diagnosis or treatment

  • Crisis intervention services

Therapists and facilitators working with Mothering Minds:

  • Are not acting as medical professionals.

  • Are working within the scope of their professional training and accreditation.

Our Therapists

All therapy and counselling sessions delivered through Mothering Minds are provided by independent, self-employed practitioners. These therapists are not employees of Mothering Minds Ltd.

Each therapist working with Mothering Minds:

  • Is suitably qualified and registered with a recognised UK professional body (such as BACP or UKCP)
  • Holds their own professional indemnity insurance
  • Is clinically responsible for their own practice, including clinical decisions, therapeutic approach, and session conduct
  • Is subject to the ethical codes and complaints processes of their professional registration body

Mothering Minds Ltd acts as a matching and booking platform and does not direct, supervise, or control the clinical content of therapy sessions. Accordingly, Mothering Minds Ltd does not accept liability for the acts, omissions, clinical decisions, or professional conduct of independent therapist contractors.

If you have a concern about a therapist’s clinical practice, you may raise it with us (see our Complaints Policy) or directly with the therapist’s professional body.

Client Responsibility

By using Mothering Minds services, you agree that:

✅ You are fully responsible for your own wellbeing, choices, and actions during and after any service provided.
✅ You understand that outcomes of therapy, coaching, or group work cannot be guaranteed.
✅ You understand that services are designed to support mental health but are not a replacement for medical advice or treatment.
✅ You have provided an emergency contact and GP details (or equivalent) for safeguarding purposes.

Sharing of Information

Clinical notes and relevant information may be shared between therapists or facilitators directly involved in your care to ensure continuity and safety of support.

Such sharing will:

✅ Be on a need-to-know basis only.
✅ Be recorded within your client notes.

In exceptional circumstances (such as serious safeguarding concerns), information may be shared with senior clinical team members and/or external authorities in line with legal obligations.

Jurisdiction

Mothering Minds services are provided in accordance with the laws of:

  • England and Wales

Any legal disputes will be subject to the jurisdiction of the courts of England and Wales.

For international clients:

  • Therapy is provided under UK professional standards and governed by UK law.

Clients based outside the United Kingdom should be aware that:

  • UK consumer protection legislation (such as the Consumer Rights Act 2015) may not apply to them in the same way
  • Escalation routes to UK professional bodies (such as BACP or UKCP) are available regardless of your location, but local regulatory protections may differ
  • We strongly encourage international clients to familiarise themselves with the mental health regulatory landscape in their country of residence

Our Responsibilities

Whilst this waiver sets out the limits of our liability, Mothering Minds Ltd does take responsibility for:

  • Operating a matching and booking platform that connects you with qualified, registered therapists
  • Maintaining appropriate clinical governance arrangements, including a Designated Safeguarding Lead
  • Responding to complaints promptly and fairly in line with our Complaints Policy
  • Protecting your personal data in accordance with UK GDPR and our Privacy Policy
  • Ensuring that any therapist referred through our platform holds appropriate professional registration and insurance at the time of referral

Acceptance of Risk

By using Mothering Minds services, you acknowledge that:

✅ You are participating voluntarily.
✅ You accept full responsibility for your own wellbeing and decisions.
✅ You release Mothering Minds Ltd, its directors, staff, therapists, facilitators, and contractors from liability for outcomes related to the use of its services, except where such liability cannot be excluded under UK law.

Nothing in this Liability Waiver excludes or limits the liability of Mothering Minds Ltd for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any other liability that cannot be excluded or limited under the laws of England and Wales

Contact

If you have any questions about this waiver or your use of services, please contact:

hi@motheringminds.com

Complaints Policy

Effective Date: 8/06/2025

Introduction

Mothering Minds Ltd is committed to providing high-quality services.

We value feedback — positive or negative — as it helps us continually improve.

This Complaints Policy explains how clients, website users, or other stakeholders can raise a concern or complaint about our services, therapists, facilitators, or staff.

We are committed to handling all complaints:

✅ Promptly
✅ Fairly
✅ Respectfully
✅ Transparently

Scope

You can use this policy to raise a complaint about:

  • Therapy or counselling services

  • Peer support groups

  • Workshops or events

  • Interactions with Mothering Minds staff or therapists

  • Website content or administration

  • Any other aspect of our operations or conduct

How to Raise a Complaint

In the first instance, we encourage you to raise the issue informally with us if you feel comfortable.

You can email:

hi@motheringminds.com

Or, if related to a specific therapist, you may speak with your therapist directly.

Formal Complaint Process

If you wish to raise a formal complaint, please email:

hi@motheringminds.com

Please include:

✅ Your full name
✅ Contact details
✅ A clear description of your complaint
✅ Names of any individuals involved (if applicable)
✅ Relevant dates
✅ Any supporting evidence (if relevant)

What Happens Next

✅ We will acknowledge receipt of your complaint within 5 working days.

✅ We will appoint an appropriate person (Director or nominated senior team member) to investigate the complaint.

✅ We aim to respond fully within 20 working days of acknowledgement. If further time is needed (e.g. if we need to consult third parties), we will update you on progress.

✅ You will receive a written outcome, explaining any actions to be taken or findings.

Confidentiality

Complaints will be handled confidentially and in line with our:

  • Confidentiality Policy

  • Data Protection and Records Management Policy

Only individuals involved in managing the complaint will have access to the relevant information.

Appeals

If you are dissatisfied with the outcome, you can request a review by a different senior team member or Director.

External complaints about therapists’ conduct may also be escalated to the therapist’s professional body (e.g. BACP, UKCP, HCPC) if appropriate.

We will provide details of the relevant body if needed.

Learning and Improvement

We review complaints to:

✅ Identify themes or recurring issues
✅ Inform staff and therapist training
✅ Improve processes and services

Contact

To raise any concern or complaint, please contact:

hi@motheringminds.com

Safeguarding Policy

Effective Date: 8/06/2025

1. Our Commitment

Mothering Minds Ltd is committed to safeguarding the welfare of all clients and their families. As a perinatal mental health service, we recognise that the people we work with may be in a period of significant vulnerability — during pregnancy, birth, or the transition to parenthood — and that their children and dependants may also need consideration.

We take our safeguarding responsibilities seriously, and every therapist and member of our team is expected to uphold them without exception.

2. Scope

This policy applies to all Mothering Minds services, including individual psychotherapy and counselling, couples counselling, peer support groups, workshops and events, and any online interaction with our team or therapists.

It covers our responsibilities to adult clients and their emotional safety, children and dependants who may be at risk, and any vulnerable person who comes to our attention through our services.

3. What Safeguarding Means at Mothering Minds

Safeguarding means taking appropriate action to protect individuals from harm, abuse, neglect, or exploitation. In a perinatal mental health context, this includes being alert to:

  • Risk of harm to a client — including self-harm or suicidal ideation
  • Risk of harm to a child — including concerns about abuse, neglect, or a parent’s capacity to care
  • Risk from others — such as domestic abuse, coercive control, or violence
  • Perinatal-specific risks — such as thoughts of harm towards a baby, postpartum psychosis, or severe perinatal mental health conditions that may affect a parent’s ability to keep themselves or their child safe

4. Our Designated Safeguarding Lead (DSL)

Mothering Minds has a Designated Safeguarding Lead (DSL). The DSL is our Clinical Lead, who is responsible for overseeing all safeguarding concerns, providing guidance to therapists who identify risk, making referrals to appropriate external agencies where necessary, and maintaining records of all safeguarding concerns and actions taken.

If you have a safeguarding concern about yourself or someone else, please contact us at hi@motheringminds.com and your concern will be directed to the DSL.

5. Therapist Responsibilities

All therapists working with Mothering Minds are qualified and registered with a recognised professional body (e.g. BACP, UKCP), required to engage in regular clinical supervision including bringing any cases involving risk, trained to recognise signs of harm and to follow our safeguarding escalation process, and required to report any safeguarding concern to the DSL within 24 hours of it arising.

6. When Confidentiality May Be Broken

We believe deeply in the importance of confidentiality in therapeutic relationships. However, there are specific circumstances where a therapist or member of our team may need to act — including sharing information with others — without your prior consent. This would happen when:

  • There is a serious risk of harm to you — for example, if you are expressing active suicidal ideation with intent and a plan
  • There is a risk of harm to your child or another child
  • There is a risk of harm to another person
  • We are legally required to disclose — for example, under a court order or child protection legislation

In all cases, we will try to discuss our concerns with you first, wherever it is safe to do so, share only the information that is strictly necessary, and keep you informed of any actions taken, unless doing so would put someone at risk.

We understand that the prospect of confidentiality being broken can feel frightening. Our therapists will always try to work collaboratively with you around any concerns, and any actions taken will be proportionate to the level of risk.

7. What Happens in an Emergency

All Mothering Minds sessions take place online. If a therapist assesses that there is an immediate risk to your life or safety, or to the safety of a child, they are trained to stay connected with you during the session while taking action, contact emergency services (999 in the UK, or equivalent in your country) on your behalf if necessary, use your GP and emergency contact details to arrange welfare support, and notify the Designated Safeguarding Lead and Director immediately following the session.

This is why we ask all clients to provide GP contact details and an emergency contact before beginning therapy. These details will only ever be used in a genuine emergency.

If you are in immediate danger at any time, please call 999 (UK) or your local emergency services. You do not need to wait for your therapist.

8. If You Have a Concern About a Child

If something comes up during your sessions that raises concern about a child’s safety or welfare — whether your own child or another child — your therapist is there to support you and to take appropriate action together with you. You will never be judged for raising concerns. Our goal is always to support families, not to create fear.

If you have a concern about a child outside of a session, you can:

  • Contact your local children’s services or social care team
  • Call the NSPCC helpline: 0808 800 5000 (free, 24/7)
  • Email the NSPCC: help@nspcc.org.uk
  • In an emergency: call 999

9. Suitability and Signposting

Mothering Minds provides preventative and therapeutic mental health support. We are not a crisis service. If we assess that your current needs fall outside the scope of what we can safely provide, we will tell you clearly and signpost you to more appropriate support. In some cases, this may mean referring you to your GP, community mental health team, or a specialist perinatal mental health service.

10. Review

This Safeguarding Policy is reviewed annually, or whenever relevant legislation or professional guidance changes. The current version will always be published on our website at www.motheringminds.uk.

11. Contact

If you have questions about safeguarding, or want to raise a concern:

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