Attendance and Cancellation Policy

Why Attendance Matters

We understand that deciding to access counselling can be a significant step. To get the most from the counselling process, it is important to attend appointments regularly.

As demand for the Counselling Service is high, we aim to use appointments effectively so that support remains accessible to all students. We understand that unexpected circumstances can arise. If you cannot attend an appointment, please let us know as soon as possible. While we cannot guarantee an alternative appointment, giving us as much notice as possible increases the chances of arranging one and allows us to offer your slot to another student.

Initial Consultations

Students who apply to the service will be offered an initial consultation to explore their needs and whether short-term counselling is the most appropriate support.

We kindly ask you to respond to your appointment invitations within 48 hours. If we do not hear from you, we will assume you no longer wish to access the service and your referral will be closed. You are welcome to reapply in the future.

Missed Initial Consultations

If you confirm your attendance but do not attend, your counsellor will contact you using our standard follow-up procedure. If we do not hear from you, you will be removed from the waiting list, although you can access the service again in the future.

If you cancel with at least 48 hours' notice, or contact us after missing an appointment to request another one, we will aim to offer a further consultation. Please note that students waiting for their first appointment may be prioritised, so there may be a longer wait.

If two initial consultations are missed, we will contact you to discuss any difficulties you may be experiencing in attending appointments before offering another appointment.

Where there have been several missed initial consultations, further assessments may not be offered until you feel able to attend appointments regularly. Decisions will be made on a case-by-case basis, taking into account your circumstances, the number of missed appointments and current demand for the service.

Arriving Late

Initial consultations require enough time to understand your concerns and agree on the most appropriate next steps. If you arrive more than 15 minutes late, we may need to reschedule the appointment.

Ongoing Counselling Appointments

If ongoing counselling is offered, appointment dates and times will be agreed between you and your counsellor.

If you need to cancel an appointment, please let us know as early as possible. This allows us to offer the slot to another student and gives us the best chance of finding an alternative appointment for you if one is available.

Missed Ongoing Appointments

An appointment missed without prior notice will count towards your agreed number of sessions and won't be replaced.

Two appointments missed, may result in counselling ending. Where possible, your counsellor will discuss the situation with you and take any relevant circumstances into account before a decision is made.

Please note: We are committed to providing a supportive, accessible and fair service for all students. If you are having difficulties attending appointments, please contact us as soon as possible so that we can discuss how best to support you.