Portal Guide
Last updated: 09/01/25
1. Purpose of this Guide
This guide explains how the Client Portal works, how personal data is handled, and what applies when clients are under 16 years old. It supplements the Privacy Notice and Terms of Service.
It is not a counselling contract — clinical consent and therapeutic agreements are addressed separately during sessions.
1. Purpose of this Guide
Your use of the Portal is separate from any counselling agreement or contract.
The processing of personal data through the Portal is governed by our Privacy Notice
2. Using the Portal
The Portal allows clients to:
- Submit initial booking requests for consolation
- Book and manage counselling appointments (online or in person)
- Access secure messaging with the counsellor for administrative purposes
- Make payments for sessions (via Stripe)
Important: The Portal is not an emergency service. Urgent or crisis situations should be directed to appropriate services immediately.
3. Clients Under 16 Years Old
- Portal bookings and payments must be completed by a parent or legal guardian using their own contact details.
- The parent/guardian is responsible for authorising payments and providing correct contact information.
- Clinical consent for counselling sessions is assessed separately. The counsellor will consider whether the child is Gillick-competent (able to understand and consent to therapy).
- Parent/guardian communication via the Portal is limited to administrative matters. Therapeutic content will only be shared where clinically appropriate and agreed.
4. Payment Information
- All online payments are processed via Stripe, an independent payment provider.
- Payment cards and sensitive financial details are not stored by the counsellor.
- Stripe may retain card details for future authorised payments via a customer ID.
- Parent/guardian must provide payment details for clients under 16.
5. Privacy and Data Protection
- The Portal collects personal information, including name, date of birth, email, phone, and parent/guardian contact for under-16 clients.
- Therapeutic notes are stored securely in the Portal and are only accessible to the counsellor.
- Administrative emails and messages contain minimal personal information. Clients are discouraged from sharing sensitive details by email.
- The full details of your data rights and our processing practices are in the [Privacy Notice]([insert link]
6. Communication Guidelines
- Use the Portal for administrative communication only until therapeutic sessions begin.
- The counsellor will never share therapeutic notes via email or outside the Portal.
- Abusive, threatening, or inappropriate messages are not tolerated and may lead to Portal suspension or termination (see Terms of Service).
7. Safeguarding
- If a child or young person is involved, the counsellor will follow BACP safeguarding guidance.
- In rare cases where there is a risk of harm to the client or others, the counsellor may need to share information with appropriate authorities.
- This is a professional requirement and is explained in the counselling contract.
8. Portal Security
- Each client receives a unique login and password.
- Clients and guardians must keep login credentials secure.
- Any suspected security issue should be reported to the counsellor immediately.
8. Portal Security
- Each client receives a unique login and password.
- Clients and guardians must keep login credentials secure.
- Any suspected security issue should be reported to the counsellor immediately.
9. Links to Key Documents
10. Questions and Support
- Contact Gina Lynch via Private Messages
- Refer to this Guide, the Privacy Notice, and Terms of Service for full details