For more information about our various polices, click on the links below.
- Membership refunds
- Session fees
- Therapy fee refunds
- Product refunds
- Complaints procedure
- Your privacy
- Membership & voting rights
- Anxiety UK email information service policy – Terms and conditions
Anxiety UK will only collect, process and store information we have openly collected from you or with your consent, in accordance with data protection laws. Your details will be held only by Anxiety UK and will not be made available to any third party, except where otherwise stated.
If you are not satisfied with your Anxiety UK membership, please contact us as soon as possible so we can do what we can to make membership a useful, supportive experience. Anxiety UK is only able to offer membership refunds within 14 days, dependent upon suitable return of the Anxiety UK membership pack.
Anxiety UK requires payment up front for a specific number of sessions based on the type of therapy you are requesting.
For those accessing Clinical Hypnotherapy and Neuro-Linguistic Programming, Anxiety UK requires payment for your first and last therapy sessions at the time of processing your therapy application (or 2 sessions in total).
For those accessing Cognitive Behavioural Therapy (CBT) or counselling, Anxiety UK requires payment for your first, second and last therapy sessions (or 3 sessions in total) at the time of processing your therapy referral.
Your referral for therapy cannot be processed until payment has been received. All subsequent therapy session fees are payable directly to the therapist.
Therapy fee refunds
Anxiety UK does not offer refunds for first and last therapy sessions as usually we are able to pass clients on to qualified telephone or webcam therapists in the unlikely event that we are unable to provide a therapist in a specific location. A refund will be issued at Anxiety UK’s discretion, minus a 15% admin fee.
One example of a circumstance where we would be prepared to offer a refund is if you have requested clinical hypnotherapy and the therapist is no longer available in your area. Clinical hypnotherapy is not available over the telephone or webcam.
We will not usually offer a refund if you change your mind about wanting therapy, either because you have now obtained access to an NHS therapist, or for any other reason.
Please note that should your circumstances change, Anxiety UK is unable to provide a refund for the difference in session fees. However, you will be entitled to lower or higher ongoing session fees where appropriate.
To cover refunds for products that have been purchased refunds are issued at the discretion of Anxiety UK minus 15% admin fee. We do not allow the return of DVDs, tapes or CDs if seals have been broken.
Anxiety UK is committed to providing a quality service and achieving the highest standards. One of the ways in which we can continue to improve our service is by listening and responding to the views of our service users. Therefore we aim to ensure that:
- Making a complaint is as easy and transparent as possible.
- That we deal with complaints appropriately and within the agreed time frame.
- We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response.
- We respond in the right way – for example, with an explanation or an apology where we have got things wrong and if relevant and appropriate information on any action taken.
- We have the right to refuse to accept a complaint where the complaint is clearly vexatious, malicious or motivated by racist, sexist, homophobic or other discriminatory attitudes. The decision as to whether a complaint is vexatious will be taken by the services coordinator in conjunction with the CEO.
- When a complaint identifies that something has gone wrong or has fallen below standards it is seen as an opportunity to improve and avoid a recurrence and it can allow for systems, policies, practices or procedures to be amended or put in place as appropriate.
The procedure covers complaints involving staff and all volunteers in delivering services and the services that the organisation provides to the public. This procedure covers complaints regarding discrimination and victimisation and will be investigated under this complaints procedure.
- How do you make a complaint?
- What happens next?
How do you make a complaint?
If you are dissatisfied with a product or service you can make a complaint by telephone in writing by e-mail or by post.
If you require a formal follow up or the complaint requires us to investigate it further as in a complaint against a volunteer, member of staff we require that you put it in writing with your name and contact details.
We acknowledge that in certain instances a complainant may not wish to add their name, in such incidences we will review the nature of the complaint and decide on follow up action if deemed necessary.
All complaints should be referred or addressed to:
Acting Services coordinator
Anxiety UK, CRC, 339 Stretford Road, Hulme, Manchester M15 4ZY
What happens next?
We aim where possible to address complaints quickly and informally. In the event of a follow up email or letter that required further investigation
- We will acknowledge it within 7 working days from when we receive your complaint in writing.
- We aim to give you a full reply within this time – if this is not possible for instance, because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint. A full reply will be sent within 14 working days.
- If you feel the complaint has not been dealt with appropriately you are entitled to appeal the decision to: Name: Ms Nicky Lidbetter, Chief Executive (firstname.lastname@example.org)
- In all incidences complaints will be recorded in Anxiety UK’s internal complaints register. These will then be included in the board reports and reviewed on a quarterly basis.
Anxiety UK is aware that email is not 100% secure. If you have any concerns about confidentiality and the data contained within documents being passed to us via email then we are happy to accept encrypted emails and documents. You can then call to provide the password over the phone. If you would like details on how to encrypt documents please contact email@example.com.
Membership & voting rights
Ordinary members do not have voting rights. The members of Anxiety UK in the legal sense are the Board of Trustees. Their details can be found here.
Anxiety UK email information service policy – Terms and conditions
Please carefully read the terms and conditions below.
Framework of the service
Anxiety UK’s email information service aims to offer informal, accessible information to anyone living with, or affected by an anxiety disorder. It provides an alternative to ringing the Anxiety UK helpline. The services also offers an alternative provision to people who would otherwise call the Anxiety UK helpline number which is currently not available out of hours.
Please note that this service is not suitable for enquiries relating to membership and other administrative-based problems. Such queries should be sent to the main Anxiety UK email address: firstname.lastname@example.org.
This service is built on Anxiety UK’s ethos that those who have at some time in their lives been affected by an anxiety disorder, are well placed to be able to offer support to others similarly affected.
Who responds to emails
All emails received through the email support service will be answered by a trained volunteer and/or staff member, based at the Anxiety UK head office in Manchester.
All emails will be signed off with the pseudonym ‘Chris’.
Wherever possible we will endeavour to respond to emails within 24 hours of receipt (excluding weekends and bank holidays). The email service will be checked for emails between the hours of 9.30-4.30 Monday to Friday.
We have an automated response system in place that confirms that your email has been received.
All staff and volunteers have attended training on answering emails as well as completing an intensive Anxiety UK core helpline training course. In addition, Anxiety UK’s Services Coordinator has undertaken training in email helpline skills and oversees the volunteer team answering emails. Staff and volunteer training is ongoing.
Support & supervision
All staff and volunteers working on the Anxiety UK email support service receive regular supervision as well as access to ongoing training.
Monitoring & record keeping
All emails received will be archived in a secure server for 3 years after receipt due to legal reasons, after which they will be deleted. Addresses of emails received will be stored in an address book, accessible only to volunteers and staff working on the Anxiety UK email support service.
No records will be kept of email correspondence other than the emails themselves in accordance to the time scale referred to above. The service will be routinely monitored to ensure that standards are maintained and that a quality service is consistently provided.
Anxety UK will not divulge any information to third parties unless information is relevant under the Prevention of Terrorism Act, in which case we are obliged to disclose all information to the police. Anxiety UK is registered under the Data Protection Act.
Anxiety UK, like any organisation, is vulnerable to attack by viruses and other technical problems. Wherever possible, Anxiety UK will endeavour to ensure that its virus protection system is kept up to date and functional. When technical problems do arise, we will do our best to resume service as quickly as possible. As we do not have an IT department or worker, we cannot set a time frame for resolution of problems as we are dependent on the goodwill of volunteers.
Any complaints about the email support service should be channelled through the main Anxiety UK complaints procedure – a copy of which is available upon request (08444 775 774).
Anxiety UK is committed to ensuring that equal opportunities are provided to all and has an equal opportunities policy that is available upon request.
All emails received will be kept strictly confidential within the organisation.
Anxiety UK is unable to respond to telephone numbers given in emails and would ask that individuals call the main Anxiety UK helpline in such circumstances.
Inappropriate use of service
Anxiety UK will not tolerate rude, offensive, racist or sexist language. Emails received with content deemed offensive, racist, sexist etc. will not be answered.