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:

contact@motheringminds.uk

Cancellation Policy

Effective Date: 8/06/2025

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 fee will be deducted from your account (you will be charged the full session fee).

  • Cancellations made with more than 48 hours’ notice: your fee will remain on your account and can be used for a future appointment.

Rescheduling

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

  • Sessions cannot be rescheduled within 48 hours of the session start time.

Exceptional Circumstances

While we cannot routinely make exceptions, in very exceptional cases (such as sudden illness, family emergency, or other serious circumstances), the Director may exercise discretion regarding cancellation fees.

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:

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 accredited 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 contact@motheringminds.uk 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 contact@motheringminds.uk.

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: 8/06/2025

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:

  • Clinical mental health care

  • 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.

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.

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.

Contact

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

contact@motheringminds.uk

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:

contact@motheringminds.uk

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:

contact@motheringminds.uk

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:

contact@motheringminds.uk