Practice policies

Medicolegal information

Medicolegal assessment is conducted on an independent expert basis. The clinician’s primary duty is to the court, not to either party. Opinions expressed will be objective and in accordance with the relevant legislature. Assessment appointments may be longer than therapeutic sessions and may involve standardised testing (particularly for neuropsychological assessments). No treatment relationship is implied unless separately agreed.

If a psychological assessment or report is requested for medicolegal purposes, this will be discussed separately and may involve different consent arrangements, fees, and limits to confidentiality. Psychological therapy is provided independently from medicolegal assessment and is focused on your wellbeing, not on supporting or undermining any legal claim. For full terms and conditions, please make an enquiry.

Crisis and emergency situations

Our practice is not able to manage crisis or emergency situations. If you are experiencing a crisis or require urgent support, please contact your GP, call NHS 111, attend your nearest Accident & Emergency (A&E) department, or access other appropriate emergency support services.

Cancellation and non-attendance

Cancellations should be made directly with your clinician or via email at hello@restartpsychology.co.uk.

• Appointments cancelled by telephone or email with at least 48 hours’ notice will be refunded in full.
• Cancellations made with less than 48 hours’ notice will incur the full fee.
• Missed appointments or cancellations without sufficient notice must be paid for in full before any further sessions can be scheduled.
• If you wish to end therapy or rehabilitation, your clinician requires at least one week’s notice. Without this notice, the subsequent scheduled session fee will remain payable.
• A separate cancellation and non-attendance policy applies for medicolegal assessment as outlined in Restart Psychology Ltd medicolegal terms and conditions (sent upon request).

Payment

Fees are agreed with your clinician based on your individual needs and the clinician’s hourly rate. You will be invoiced on the day of your session. Payment must be made within 48 hours of receiving the invoice, and without doing so further sessions will not take place. Payment processes are outlined within the invoice.

Complaints

The company and all clinicians working for Restart Psychology Ltd hold professional indemnity insurance. If you are dissatisfied with any aspect of your clinician’s conduct or care, we encourage you to raise this directly with them in the first instance. If you remain unsatisfied after doing so, please contact us at hello@restartpsychology.co.uk.

If your concerns require escalation, you may contact the Health and Care Professions Council (HCPC) on 0800 328 4218.

Safeguarding

We are committed to promoting the safety and wellbeing of all clients. Our clinicians have a professional and ethical duty to act where there are concerns about risk of harm to you or others, including children and vulnerable adults.

Where there is reason to believe that someone may be at risk of serious harm, abuse, neglect or exploitation, we may be legally required to share relevant information with appropriate professionals, services or authorities. Wherever possible, we will discuss any concerns with you beforehand; however, this may not always be possible where immediate action is required.

International clients

Our clinicians are based in the United Kingdom and regulated by relevant UK professional and statutory bodies. Therefore, sessions cannot be provided to clients outside of the UK.

Privacy and confidentiality

Privacy and confidentiality are integral to our work. We are committed to protecting your personal information and ensuring it is handled securely and responsibly. All clinicians comply with the General Data Protection Regulation (GDPR). Restart Psychology Ltd is registered with the Information Commissioner’s Office (ICO: 00013433738).

The following information provides further details about the data we collect, why we collect it and how we use it. It also provides guidance on what you can do if you would like to request a copy of your information or patient record, make a complaint or delete your personal information.

How we obtain personal data

We may collect personal data through information submitted via our website contact form, email correspondence, discussions in person, by telephone, or via secure video platforms, assessment questionnaires and online forms and referrals from third parties (e.g. insurer, solicitor).

What personal information we collect

Depending on the service you access from Restart Psychology Ltd, we may collect: your full name and title; business or home address; date of birth; healthcare insurance details (where applicable); psychometric assessment data; bank account details (for payments or refunds); clinical information relevant to your care.

How we use your personal information

Your personal information is used solely to provide the highest standard of care and service. It is accessed only by your clinician and clinical administrative staff where necessary.

Clinical records may include handwritten and electronic notes. Reports are typically issued as encrypted PDF files sent to your nominated email address. Paper records are stored securely in locked cabinets, and electronic records are password-protected. Email systems use multi-factor authentication and are accessible only to authorised users. For corporate clients, information shared during consultations is stored securely in paper or encrypted electronic formats.

Sharing information

We will not share your information with third parties without your explicit consent, except where required by law or where there is a serious risk to your safety or the safety of others. Where possible, we will discuss any such disclosures with you beforehand. We will never sell or lease your personal data to third parties.

Feedback and testimonials

We welcome feedback to help improve our services. If we wish to use feedback as an anonymised testimonial, we will seek your explicit consent. You may withdraw consent at any time, including requesting removal from our records or website.

Data storage and retention

Digital records are securely stored and password-protected. Paper records are kept in locked cabinets within secure premises. We generally retain patient records for a minimum of three years from the date of assessment or primary contact to support continuity of care. You may request earlier deletion where appropriate.

You have the right to request deletion of any personal information we hold about you. To process such requests securely, we may ask verification questions. Requests can be made via hello@restartpsychology.co.uk.

Further information

If you require further information, please contact hello@restartpsychology.co.uk .