Terms & Conditions:
1. Policy for cancellations and missed appointments
Please contact us as soon as possible to let us know if you would like to cancel an appointment. Cancellations with less than 24 hours’ notice before the appointment or any non-attended appointments without any prior notice will be charged at the full price. (“DNA Fee”)
Private health insurers DO NOT cover appointments that have been unattended or cancelled with less than 24 hours’ notice. As such you will be responsible for paying any such DNA Fee invoices in full within 7 days. If such invoices have not been settled by the due date (or a payment plan expressly agreed with our accounts department), your account is subject to being placed on a finance hold and no further therapeutic appointments will be booked until the matter is resolved to our satisfaction.
To assist in helping you with the above we will waive this fee on the first occasion. Additionally, to avoid the charge, if your appointment is in-person you have the option to move to a remote appointment instead. Finally, if possible, we will always try to provide a reschedule option within the same week, however for many reasons this may not always be possible.
We will provide you with as much notice as possible if we need to cancel/reschedule one of your appointments.
2. Payments and insurance cover
If you are self-funding, please pay per session on the day of each appointment or as soon as you receive your invoice. If such invoices have not been settled by the due date (or a payment plan expressly agreed with our accounts department), your account is subject to being placed on a finance hold and no further therapeutic appointments will be booked until the matter is resolved to our satisfaction.
If you have provided us with your private healthcare insurance details, we will submit the invoices to your insurer for direct payment. Depending on the policy you hold, an ‘excess’ or ‘shortfall’ may apply, and these amounts will be left unpaid by your insurer and you will be responsible for the payment of all fees not covered by your insurer.
It is your responsibility to confirm with your insurers of any amount that will not be covered by them. We will also inform you of any unsettled fees and request that these are paid within 7 days from the date of invoice. Unless otherwise expressly agreed with our accounts department, if such fees are not paid by the due date, a finance hold will be placed on your account, and no further therapy sessions will be booked.
City Psychology Group (CPG) works in partnership with a registered company to manage credit control. This company are a registered data controller as defined under the General Data Protection Act of 2018 (GDPR) and will not use your data for any marketing purposes or pass this data to any unconnected third parties such as marketing agencies.
Your data may however be passed to your insurance company or another connected party. The sole use of data pertaining to you will be with regards to the payment of your sessions and all data will be held securely and encrypted. The collections company will have limited access to your personal and financial information, including your name, date of birth, address, contact telephone number/s and email address/es. They will also have, when applicable, details of your healthcare insurance provider including membership number and claim/authorisation information.
If after three attempts to collect an outstanding fee, you have neither paid in full, nor been in touch with our accounts department to agree a payment plan, we will pass on the invoice to our collections partner. You will receive a final warning letter prior to this action.
3. Anti-discrimination policy
City Psychology Group (CPG) values difference and diversity and does not discriminate on the grounds of age, gender, sexual preference or orientation, marital status, religion, race, colour, national origin, disability, heritage or political belief.
4. Confidentiality, how we use your personal data and GDPR
All therapeutic and business contracts between clients and representatives of City Psychology Group (CPG) will be protected by rigid and secure boundaries of confidentiality.
CPG holds all recorded client information securely and will ensure the utmost confidentiality in the treatment of any such information. CPG's consultants abide by the boundaries of confidentiality as outlined within the Code of Ethics of the British Psychological Society, the Health and Care Professions Council Code of Conduct and the General Data Protection Regulation 2018 (GDPR) DUAA.
It is standard procedure for our consultants to provide ongoing reports to the referring entities of clients around their treatment. Please advise the consultant should you NOT want any specific information to be disclosed. Within therapeutic contracts the boundary of confidentiality may be broken without client consent should the consultant consider a client to be at risk of harming themselves or others or if the consultant was liable to civil or criminal court proceedings in not disclosing information. Boundaries of confidentiality will be discussed with clients further at the onset of all therapeutic and business contracts with CPG.
CPG is the data controller of the personal data you provide. We have appointed Dr Lindy Morrison as Data Protection Officer with the responsibility of ensuring that we comply with the Data Protection Legislation and for dealing with any requests we receive from individuals exercising their rights under the Data Protection Legislation.
CPG uses your personal data for a number of different reasons. Personal data is any information that identifies you or, in some cases, information that is about you such as an opinion. It includes your name, email address, postal address, job role, photographs, CCTV and more sensitive types of information such as medical and health records, your care plan, information about your religious beliefs, origin and race, your sexual orientation and your political views.
We comply with the law in place in the UK around data protection when we use your personal data, which is known as "GDPR" (General Data Protection Regulation).
We process your personal data in order to fulfil the contract we have entered into with you and provide you with the services you have requested, from us both clinically and administratively and respond to any queries or comments you submit to us and to correspond with you on a day to day basis and to meet our legal obligations. If we do not receive the personal data from you, we may be unable to fulfil our obligations to you. If we need to use your data for other purposes we will ask for your consent.
Our detailed Fair Processing Notice with information on how to access, rectify or delete your personal data is available at www.citypsychology.com.
5. Complaints procedures
Clinical Complaints:
All our consultant Psychologists are subject to the complaints’ procedures of their respective professional governing organisations. You may contact us for specific information about these organisations.
Any complaints received that are not covered by the Data Protection Policy Complaints procedure below, will be reviewed by the Managing Director, Dr Lindy Morrison, who will acknowledge receipt of the complaint and undertake a thorough investigation before providing a substantive reply (in so far as that would not breach any other laws or regulations) within 30 days.
Data Protection Policy Complaints
Purpose
City Psychology Group is committed to protecting the privacy and confidentiality of personal information and complying with applicable UK data protection legislation, including:
- UK GDPR
- Data Protection Act 2018
- Privacy and Electronic Communications Regulations (PECR)
- Data (Use and Access) Act 2025 (DUAA)
This policy explains how individuals may raise concerns or complaints regarding the handling of their personal data and how those complaints will be managed.
Scope
This policy applies to complaints concerning personal data processed by City Psychology Group, including information relating to:
- Clients and patients
- Prospective clients
- Employees
- Associates and contractors
- Referrers
- Website users
- Other individuals whose personal information we process
Types of Complaint
A complaint may relate to:
- The collection or use of personal information
- Confidentiality concerns
- Data sharing with third parties
- Subject Access Requests
- Accuracy of records
- Data retention
- Marketing communications
- Website cookies or tracking technologies
- Data security incidents
- Alleged breaches of data protection legislation
This procedure is separate from the clinical complaints procedure.
How to Make a Complaint
Complaints may be submitted by email: contact@citypsychology.com
Complaints should include:
- Name and contact details
- Description of the concern
- Relevant dates
- Any supporting documentation
We may request additional information to understand or investigate the complaint.
Complaint Handling Process
Stage 1: Acknowledgement
We will acknowledge receipt of a complaint within 30 days of receiving it.
The acknowledgement will:
- Confirm receipt
- Identify the investigator
- Explain the next steps
- Request any further information if required
Stage 2: Investigation
The Data Protection Lead will:
- Review the complaint
- Assess relevant records and correspondence
- Interview relevant staff where necessary
- Consider applicable legal and regulatory requirements
Where specialist advice is required, external legal or data protection advisers may be consulted.
Stage 3: Outcome
A written response will normally include:
- The findings of the investigation
- Any corrective action taken
- Any proposed improvements
- Information regarding further escalation rights
Possible Outcomes
Depending on the circumstances, we may:
- Clarify misunderstanding or provide further information
- Correct inaccurate records
- Update internal procedures
- Provide additional staff training
- Restrict or amend processing activities where appropriate
- Take disciplinary action where required
- Report incidents to the Information Commissioner's Office (ICO) where legally required