Booked counselling for my child. Counsellor did not arrive for first counselling session, left early for the second and hung up during the third when my child started to discuss a really complex issue. I messaged the counsellor to ask what had happened and got no response. I contacted the contact us helpline who said they would escalate issue internally and suggested a change of counsellor. When I pressed the button to ask to try another counsellor, the system was wiped and I had to re- refer my child and list the issues again and a new payment plan date stated. Like others have said in their reviews, payment is taken whether your counsellor has available slots or not and no refunds given yet despite explaining counsellor left session early or hung up on child or didn't have sessions available. Very disappointing. Wish I'd checked Trust Pilot reviews first. Feel I've let my child down, wasted money, and caused child more trauma by letting them be exposed to a counsellor who let them down. Terrible 😞9/12/25 Want to add that the follow up to complaint was handed really well and a full refund on fees made. They are trying to put things right.
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