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Policies

  • At The CYP Services CIC, we want access to mental health support to be simple. These terms outline what you can expect from us and what we ask of you in return.

    Who These Terms Apply To: 

    • Children (ages 5–11)

    • Young people (ages 12–25)

    • Parents and carers

    • Trainees and professionals in mental health, education, family or social care sectors 

    • Partner organisations and service users

    Eligibility:

    You can access our services if you:

    • Are aged 5–25 or support someone who is

    • Have parental or carer consent if under 18 

    • Are based in England, Scotland, or Wales

    • You need non-emergency mental health support

    Parental Consent:

    For clients under 18, we require written consent from someone with parental responsibility. By signing, you confirm that all individuals with parental responsibility have agreed. If any party withdraws consent, sessions will be paused or stopped.

    Parent & Carer Responsibilities

    For under-18 clients:

    • A parent or carer must accompany and collect the child or young person for in-person sessions.

    • For online sessions, a parent or carer must be present at home during the session.

    Bookings & Payments

    • Sessions are booked in six-session blocks to support consistency, even if you're paying-as-you-go.

    • You can also choose a discounted 12-session block (10% off, where eligible).

    • Clients under 18 require one parent or carer review session per six-session block.

    • A valid card must be securely stored via our client portal (Jane App). Payment is taken 48 hours in advance. If payment isn’t received, your session will be rescheduled.

    Starting or Resuming Therapy

    Returning clients who have taken a break from therapy will need to complete a new initial assessment to ensure we’re still the right fit and to update your support plan.

    Admin Fees

    Admin fees for duplicate invoices, summaries, or extended admin support may apply.
    Typical admin fee range: £15–£40, depending on time required.

    Session Types

    • All clients begin with an initial assessment. 

    • Individual therapy sessions are available on an ongoing basis for all clients. 

    • Regular parent or carer review sessions are required for clients under the age of 18. 

    • Review sessions are built into the process as needed for clients aged 18 and over.

    • In-person sessions are held at our accessible therapy space. 

    • Online sessions are held via secure video calls, and you will need a webcam to support the therapeutic connection.

    Free Session Therapy Sessions

    As a CIC, we reinvest a portion of all paid sessions into a dedicated fund for people aged 5 - 25 who are impacted by:

    • Financial hardship

    • Care experience

    • Systemic inequality

    • Reduced access to public services

     

    Places are limited and assessed on a case-by-case basis.

    Please email us at funding@thecypservices.com for more information.

    Tiered Pricing

    We offer tiered pricing for:

    • Parents and carers

    • Trainees and professionals in mental health, education, social care or family sectors

    These rates help balance accessibility and sustainability. A limited number of reduced-rate places are available. We’re happy to discuss what’s right for you.

    Missed or Late Sessions

    If you’re late, your counsellor will attempt to contact you within five minutes and wait up to 10 minutes. After this, the session will be marked as Did Not Attend (DNA) and is non-refundable.

    If We Need to Reschedule

    If your counsellor must cancel or reschedule, your session will be rearranged at no cost. We’ll give as much notice as possible.

    Reports & Information Sharing

    Some sessions (e.g., assessments and reviews) may include a brief written summary.
    Please note:

    • We do not provide clinical, diagnostic, legal or tribunal reports

    • The CYP Services CIC does not offer diagnoses

    • Notes are only shared when legally required or if safeguarding concerns override confidentiality

    Newsletter & Communications

    You may be invited to join our mailing list to receive occasional updates and resources. You can unsubscribe at any time.

    Communication Through the Client Portal

    All communication between clients and The CYP Services must be managed through the client portal (Jane App). This ensures that all messages are handled confidentially. We encourage clients to communicate through the portal, where you can access messages, session updates, and other relevant documents. 

    ​

    Please note: For under 18s, communication is managed through a parent’s or carer’s account.

    Technical support

    Email us at support@thecypservices.com

    General inquiries

    email us at info@thecypservices.com

    This policy is reviewed annually or sooner if needed.  
    Effective: June 2025 | Next Review: September 2026

    ​

    The CYP Services is the trading name of Children & Young People’s Services CIC. “The CYP Services CIC” may be used throughout our policies for clarity.

  • At The CYP Services CIC, the safety and wellbeing of everyone we support is at the heart of everything we do. This policy outlines how we keep people safe and respond to concerns, in line with UK safeguarding legislation and best practices.

    Who These Terms Apply To: 

    This policy covers everyone we work with, including:

    • Children (ages 5–11)   

    • Young people (ages 12–25)   

    • Parents and carers    

    • Trainees, professionals accessing or partnering in our services   

       
    Safeguarding isn’t just for children; adults can also be at risk of harm. We are committed to creating safe and respectful services for all our clients.   

    What is Safeguarding?

    Safeguarding means protecting someone’s right to live safely, free from abuse, neglect or exploitation. This includes physical, emotional, sexual, financial, and psychological harm, both in person and online.

     

    For adults, safeguarding also includes supporting people who may not be able to protect themselves due to mental health, learning disabilities, or other additional needs.

    Who is Responsible for Safeguarding  

    Rickiesha Williams is the sole practitioner and Designated Safeguarding Lead (DSL) for The CYP Services CIC. All safeguarding concerns should be directed to her unless the concern relates to her; in this case, the Local Authority Designated Officer (LADO) should be contacted directly - see key contacts.

    Key Principles   

    • A people-first approach – We prioritise the individual's safety, dignity, and wishes.    

    • Clear and age-appropriate – We tailor our work to meet each person's individual needs.  

    • Respect for privacy – We treat personal information with care and only break confidentiality when someone's safety is at risk.    

    • No judgment – We respond to concerns with compassion and without blame.    

    • Prevention and empowerment – We create safe, inclusive, and protective environments.   

    Recognising & Responding to Concerns

    What to look out for:   

    • Physical abuse – Unexplained injuries, bruising, fear of going home.

    • Emotional abuse – Anxiety, withdrawal, feeling worthless.

    • Sexual abuse – Inappropriate sexual knowledge or behaviour, distress.

    • Neglect – Poor hygiene, hunger and medical needs not being met.

    • Financial abuse – Sudden financial changes, pressure to hand over money.   

    • Domestic abuse – Controlling, violent, or threatening behaviour in relationships (incl., direct and indirect).

    • Online harm – Exposure to harmful content, grooming, cyberbullying. 

    • Exploitation – Being pressured, threatened, or taken advantage of.  

      
    If someone is at immediate risk, call 999. Otherwise, report your concern to the DSL.  

    How We Respond   

    • Take all concerns seriously — whether shared in person, online, or anonymously.  

    • Listen without judgment and record key details in a timely and accurate manner. 

    • Avoid making assumptions or promises.

    • Explain that we may need to share information to keep someone safe.  

    • Report the concern to an appropriate safeguarding service if required.

    • Support the person involved wherever possible. 

    ​

    All safeguarding concerns, especially those categorised as medium, high, or critical, will be formally documented using our Record of Concern form. This ensures that all concerns are noted accurately, handled sensitively, and acted upon in line with safeguarding best practices.

    ​

    To ensure the right response for each situation, we assess the risk level and follow the actions outlined in the table below: 

    Risk Level Assessment Chart 

    Untitled design_edited.jpg

    If you're in crisis or need urgent help:  

    • Call 999 if someone is at immediate risk  

    • Contact your GP for medical or mental health concerns  

    • Samaritans (116 123) or NSPCC (0808 800 5000) for 24/7 emotional support 

    Disclosures & Consent   

    We recognise that disclosure can be difficult. We respond with care whether from a child, young person or adult.   

    We won’t:   

    • Force someone to share   

    • Promise total confidentiality   

    • Dismiss or downplay what’s shared   

    We will:   

    • Create a calm, private space to talk   

    • Reassure the person that they’ve done the right thing   

    • Record what’s shared accurately and promptly   

    • Share only necessary information with the appropriate service 

    Safeguarding Adults   

    Adults (aged 18+) may be at risk of abuse or neglect, especially if they have care or additional needs. We follow the Care Act 2014 and always work with consent, unless someone doesn’t have the capacity or others are at risk.   

    ​

    We may report concerns without consent if: 

    • The person is unable to protect themselves 

    • There is a risk to others (e.g., children) 

    • A crime has been committed 

    Safeguarding Children & Young People   

    We follow Working Together to Safeguard Children (2018) and the Children Act 1989/2014. The welfare of children under 18 is always our top priority.  

    For under-18 clients: 

    • A parent or carer must accompany and collect the child or young person at all times for in-person sessions.  

    • A parent or carer must be present at home during online sessions.

    We recognise that:   

    • Children and young people may be at risk in various settings, including at home, school, or online.   

    • Young people aged 16+ may be able to make decisions for themselves (see consent in our Privacy Policy) 

    • Parental involvement will be considered based on legal guidelines and the individual’s best interests.   

    Female Genital Mutilation (FGM)   

    If we become aware of a case of FGM involving someone under 18, the DSL is legally required to report it directly to the police.    
       
    Signs may include difficulty walking, pain, or reluctance to discuss medical issues.   

    Digital Safety   

    All online contact follows our Social Media and Digital Communication Policy.
    If any concerning messages, disclosures, or behaviours happen online (e.g., grooming, cyberbullying), they must be reported to the DSL.  

    No Images or Recordings

    To ensure everyone’s safety and privacy, we ask that no pictures, recordings, or screenshots be taken during online sessions or shared through any communication channels. This is to help maintain a secure and respectful space for everyone involved.

    ​

    If, in rare circumstances, a screenshot is necessary (e.g., to share a list or relevant information), we will make sure that no faces or identifying details are included. We’ll always ask for your consent beforehand, and only the essential information related to the session will be shared.

    Digital Safety & Communication via the Jane App (for clients 18+) 

    For clients aged 18 and over, all communication will take place via the client portal (Jane App). This ensures that all messages are handled confidentially. We encourage clients to communicate through the portal, where you can access messages, session updates, and other relevant documents. 

    ​

    Please note: If you are under 18, communication is managed through your parent’s or carer’s account. 

    Allegations Against the DSL  

    If someone has a concern about Rickiesha Williams, our DSL, they should contact the Local Authority LADO directly - see Key Contacts.  

    In all cases, we:  

    • Take the concern seriously 

    • Cooperate with investigations 

    • Follow the advice from safeguarding authorities 

    Key Contacts – London Borough of Hounslow   
    Key Contacts - National

    • NSPCC Helpline: 0808 800 5000 

    • Childline: 0800 1111

    • The Mix: 0808 808 4994

    • Samaritans: 116 123

    • Parent Helpline (Family Lives): 0808 800 2222

    • Kooth: www.kooth.com

    • Hourglass (Adults at Risk): 0808 808 8141 | helpline@wearehourglass.org 

    • Mind Infoline: 0300 123 3393

    Key Contacts - Emergencies

    Police or Emergency Services: 999

    Safeguarding is Everyone’s Responsibility

    Whether you’re a client, parent, carer, staff member or partner, we want you to feel confident in our approach and safe in our spaces. If something doesn’t feel right, please tell us.   

    References

    The legislation and statutory guidance below inform this policy.

    ​

    Children Act 1989 

    Children Act 2004  

    Care Act 2014

    Working Together to Safeguard Children (2018) 

    Data Protection Act 2018

    This policy is reviewed annually or sooner if needed.  
    Effective: June 2025 | Next Review: September 2026

    ​

    The CYP Services is the trading name of Children & Young People’s Services CIC. “The CYP Services CIC” may be used throughout our policies for clarity.

  • At The CYP Services CIC, we’re committed to providing high-quality mental health support. We want to hear from you if you’re unhappy with any part of your experience. This policy outlines the process for raising concerns and explains what happens next.

    Who This Policy Is For 

    This policy is for anyone using or involved in our services, including: 

    • Children (ages 5-11)

    • Young people (ages 12-25)

    • Parents and carers 

    • Trainees and professionals in mental health, social care, education and family sectors

    • Service users and partner organisations 

    What Counts as a Complaint

    You can make a complaint about any aspect of our service, including: 

    • How you were treated 

    • The quality or delivery of support 

    • Concerns about ethics or professionalism 

    • A delay or issue with communication or access 

     
    If your concern is about safeguarding or someone being at risk, please refer to our Safeguarding Policy instead. 

    How To Raise a Complaint

    Email us at complaints@thecypservices.com

    Please include:

    • A short description of what happened

    • When it occurred

    • What you’d like to happen next

    We accept complaints directly from children and young people, as well as from parents, carers, or professionals acting with their permission.

    What Happens Next?

    • Acknowledgement – We’ll confirm receipt within five business days

    • Response – We aim to reply fully within 15 business days

    • Escalation – If you're not satisfied, we’ll let you know how to escalate, including how to contact the British Association for Counselling and Psychotherapy (BACP): bacp.co.uk/complaints.

    Ongoing Learning & Feedback

    We are committed to continuous reflection and training to support inclusive practice. We welcome feedback from clients to help us grow. Please feel free to share any feedback or concerns with us at any time.

    This policy is reviewed annually or sooner if needed.  
    Effective: June 2025 | Next Review: September 2026

    ​

    The CYP Services is the trading name of Children & Young People’s Services CIC. “The CYP Services CIC” may be used throughout our policies for clarity.

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