Effective date: 15.10.2026

1. Introduction

1.1 These terms govern the services supplied by Resilient Wellbeing Ltd, trading as Resilient Wellbeing Clinic (the Clinic, RWC, we or us), and use of our website and client portal. Our company and contact details appear in section 23.

1.2 RWC provides psychological assessment and therapy through appropriately qualified practitioners. The service contract is with RWC. Practitioners exercise independent clinical judgment and retain their own professional responsibilities, as described in section 12.

1.3 Before you commit to a booking, we make the applicable service information, fees and terms available to you. An appointment contract is made when we accept your booking and issue confirmation of your booking. A booking enquiry alone does not commit either party. Where a different service arrangement is expressly agreed, we confirm when it takes effect.

1.4 Website and portal use is subject to the relevant access and security terms. Browsing the website alone does not create an agreement to purchase therapy. A person making a paid booking must be at least 18, unless we expressly agree another lawful arrangement. Services for a child or young person require appropriate clinical consent or other lawful authority; their entitlement to consent is assessed separately from payment arrangements. Someone booking for another person must have authority to do so.

1.5 Your booking details, these terms and any expressly agreed service arrangements form part of your agreement. We provide the required contract confirmation and information in the confirmation email of your booking, including your booking details, informed consent and service terms document, in a form you can retain and reproduce unchanged. You can download the informed consent and service terms document from your client portal, and it is available for download for 30 days. Please keep the complete copy. Later website changes do not automatically alter your agreement.

2. Copyright notice

2.1 Copyright (c) 2021 Resilient Wellbeing Ltd. 

2.2 Subject to the express provisions of these terms and conditions: 

(a) we, together with our licensors, own and control all the copyright and other intellectual property rights in our website and the material on our website; and 

(b) all the copyright and other intellectual property rights in our website and the material on our website are reserved. 

3. Permission to use website

3.1 You may: 

(a) view pages from our website in a web browser; 

(b) download pages from our website for caching in a web browser; 

(c) print pages from our website; and 

(d) use our website services by means of a web browser, 

subject to the other provisions of these terms and conditions. 

3.2 Except as expressly permitted by Section 3.1 or the other provisions of these terms and conditions, you must not download any material from our website or save any such material to your computer. 

3.3 You may only use our website for your own personal purpose ; you must not use our website for any other purposes. 

3.4 Except as expressly permitted by these terms and conditions, you must not edit or otherwise modify any material on our website. 

3.5 Unless you own or control the relevant rights in the material, you must not: 

(a) republish material from our website (including republication on another website); 

(b) sell, rent or sub-license material from our website; 

(c) show any material from our website in public; 

(d) exploit material from our website for a commercial purpose; or 

(e) redistribute material from our website. 

3.6 Notwithstanding Section 3.5, you may redistribute our newsletter in print and electronic form to any person. 

3.7 We reserve the right to suspend or restrict access to our website, to areas of our website and/or to functionality upon our website. We may, for example, suspend access to the website during server maintenance or when we update the website. You must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on the website.

3.8 Notwithstanding clauses 3.2 to 3.5, you may download, save and print copies of these terms, your booking confirmations, invoices and documents made available to you for your personal records. This includes documents concerning services you are lawfully arranging for someone else. Nothing in this section restricts your rights concerning your personal information or other uses permitted by law.

4. Misuse of website

4.1 You must not: 

(a) use our website in any way or take any action that causes, or may cause, damage to the website or impairment of the performance, availability, accessibility, integrity or security of the website; 

(b) use our website in any way that is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity; 

(c) hack or otherwise tamper with our website; 

(d) probe, scan or test the vulnerability of our website without our permission; 

(e) circumvent any authentication or security systems or processes on or relating to our website; 

(f) use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software; 

(g) impose an unreasonably large load on our website resources (including bandwidth, storage capacity and processing capacity); 

(h) decrypt or decipher any communications sent by or to our website without our permission; 

(i) conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent; 

(j) access or otherwise interact with our website using any robot, spider or other automated means, except for the purpose of search engine indexing; 

(k) use our website except by means of our public interfaces; 

(l) violate the directives set out in the robots.txt file for our website; 

(m) use data collected from our website for any direct marketing activity (including without limitation email marketing, SMS marketing, telemarketing and direct mailing); or 

(n) do anything that interferes with the normal use of our website. 

4.2 You must not use data collected from our website to contact individuals, companies or other persons or entities. 

4.3 You must ensure that all the information you supply to us through our website, or in relation to our website, is true, accurate, current, complete and non-misleading. 

5. Accessing our website and client portal

5.1 Access to our website is free. Assessment, therapy and other booked services are charged at the price explained and agreed before purchase, including appointments delivered through third-party video software.

5.2 We take reasonable steps to maintain the website and portal but cannot guarantee uninterrupted availability. We may restrict access where reasonably necessary for maintenance, security or prevention of misuse. We will give notice where reasonably practicable.

5.3 A website or portal interruption does not remove rights relating to paid services. If an online appointment cannot proceed, we will discuss an alternative or an appropriate refund or adjustment. Nothing in this section limits any remedy required by law or the protections in clause 12.8.

5.4 You are responsible for suitable equipment and connectivity for online appointments. Contact info@resilientwellbeingclinic.com or 07519 298296 if the portal is unavailable or you need help with a booking or cancellation. Website, portal and messaging services must not be relied on for emergencies.

6. Linking to our website

You are welcome to link to our site as long as you do so in a fair and lawful manner that does not harm our reputation or take advantage of it. You are prohibited from establishing a link that implies any approval, association, or endorsement from us if it doesn't exist. Our site should not be framed within another website, and links should only be directed to our home page.  

We reserve the right to revoke linking permission without prior notice. If you would like to use any content from our site beyond what is stated above, please contact us initially to discuss the matter. 

7. Changes to the website

The website may undergo periodic updates, and its content is subject to change at any time. It's important to acknowledge that certain content on the website might become outdated, and we are not obligated to update it.  

We cannot guarantee that the website or any of its content will be entirely free from errors or omissions. 

8. Registration and accounts

8.1 Eligibility for a client portal account depends on the services we agree to provide and any applicable location, age and authority requirements. An account for a child or another person may only be accessed with appropriate authorisation and confidentiality safeguards. Tell us before an online appointment if you will be outside the UK so that we can check whether the service can lawfully and safely proceed.

8.2 You may register for an account with our website by completing and submitting the account registration form on our website/client portal and clicking on the verification link in the email or sms that the website/client portal will send to you or provide the code you will receive via email or sms. 

8.3 You must not allow any other person to use your account to access the website/client portal. 

8.4 You must notify us in writing immediately if you become aware of any unauthorised use of your account. 

8.5 You must not use any other person's account to access the website/client portal. 

9. User login details

9.1 If you register for an account with our website or our client portal, you will be asked to choose a user ID and password. 

9.2 Your user ID must not be liable to mislead and you must not use your account or user ID for or in connection with the impersonation of any person.  

9.3 You must keep your password confidential. 

9.4 You must notify us in writing immediately if you become aware of any disclosure of your password. 

9.5 You must take reasonable steps to protect your account and tell us promptly about suspected unauthorised access. You are responsible for loss caused by your deliberate misuse or failure to take reasonable care only to the extent that the loss is reasonably foreseeable and legally recoverable. You are not automatically responsible for every unauthorised use of your account or for failures in our own security.

10. Suspension and closure of accounts

10.1 We may restrict or close an account where reasonably necessary for security, suspected misuse, a serious breach of the access terms, legal requirements or because the account is no longer required for the service. We will explain the reason and give notice where practicable, unless doing so would undermine security or a legal obligation.

10.2 We may close an account that has been unused for 18 months, normally after notice. We will provide a reasonable opportunity to obtain documents you are entitled to retain. Account closure does not itself cancel clinical records or remove your data protection rights.

10.3 You may request account closure through the available portal controls or by emailing us. We will explain any records we must or may lawfully retain. Closing an account does not by itself cancel booked appointments or terminate a service agreement; please tell us separately if you want to end appointments.

10.4 Account restrictions do not remove rights relating to services already purchased, refunds or access to your information. Where the portal is unavailable to you, contact the Clinic directly.

11. Website information and availability

11.1 General website information is provided for information and does not replace an individual assessment or personalised professional advice. We take reasonable care with published information, but it may not address your individual circumstances and some content may become outdated.

11.2 We may update or discontinue website features. This does not by itself vary an existing service agreement or remove rights relating to paid appointments.

11.3 Nothing in this section excludes our duty to exercise reasonable care and skill in providing services, removes legally binding information about those services, or limits the protections in clause 12.8.

12. Limitations and exclusions of liability

12.1 Resilient Wellbeing Ltd, trading as Resilient Wellbeing Clinic (“the Clinic”), provides psychological assessment and therapy through appropriately qualified practitioners, who may be employed or self-employed.

12.2 Practitioners exercise independent clinical judgment and remain professionally responsible for their assessments, treatment decisions, clinical record-keeping and professional conduct. The Clinic manages bookings, payments and service administration.

12.3 Therapy is an individual process. No particular therapeutic outcome, improvement or recovery timescale is guaranteed. An assessment may conclude that a different practitioner, approach or service would be more appropriate.

12.4 General information published on our website does not constitute an individual assessment or replace personalised advice from an appropriately qualified healthcare professional.

12.5 Subject to clause 12.8, the Clinic is not liable for losses that were not reasonably foreseeable when the contract was made. A loss is reasonably foreseeable where it is an obvious consequence of a breach or both parties reasonably contemplated it at that time. Services purchased for personal use do not carry any undertaking to protect business interests, and we exclude liability for business losses, including lost business profits, business interruption and lost business opportunities.

12.6 The Clinic is not responsible for delays or interruptions to the extent caused by circumstances outside its reasonable control, provided it takes reasonable steps to reduce their impact. Where an affected appointment cannot proceed, we will seek to arrange an alternative. This does not exclude any refund or other remedy required by law.

12.7 Complaints concerning services provided through the Clinic should be sent to info@resilientwellbeingclinic.com and will be handled under our Complaints Policy and Procedure. Where a complaint concerns clinical work, the practitioner will be involved in responding to matters within their professional responsibility. Receiving, investigating or responding to a complaint does not constitute an admission of liability.

12.8 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. Your statutory rights are unaffected.

13. Viruses

The security and bug-free operation of the Site cannot be guaranteed by us. It is your responsibility to configure your information technology, computer programs, and platform for accessing the Site. It is advisable to use your own virus protection software.  

You are strictly prohibited from misusing the Site by knowingly introducing malicious or technologically harmful material such as viruses, Trojans, worms, logic bombs, or engaging in unauthorised access attempts to the Site, its server, or any connected server, computer, or database. Initiating a denial-of-service attack or a distributed denial-of-service attack on the Site is also prohibited. Such actions would be considered a criminal offense under the Computer Misuse Act 1990. If such a breach occurs, we will promptly report it to the appropriate law enforcement authorities and cooperate by disclosing your identity to them. Any violation of this provision will result in an immediate termination of your right to use the Site. 

14. Providing the services

14.1 Fees and payment

14.1.1 Unless a different fee is explained and agreed before booking, our self-funding fees for 50-minute appointments at Wimbledon or online are: individual assessment £150; individual weekly therapy £130; couples assessment £170; couples weekly therapy £150. Standard reports and letters cost £150, with scope and timescale agreed before work starts. Reports and letters are separate from session fees unless expressly included. All stated or agreed prices include any applicable taxes. Other services or variations are priced and agreed before purchase.

14.1.2 Payment is due before each appointment, by bank transfer or through “My Invoices” in the client portal. For an agreed third-party funding arrangement, we may invoice an insurer, case management company, corporate organisation or solicitor directly. Different insurer rates may apply; we will explain relevant arrangements before you commit.

14.1.3 Insurance authorisation, excess, limits and any personal liability are explained before booking. If your insurer declines a valid charge, you are responsible at the agreed self-funding rate, except where the refusal results from our billing error or breach. Other third-party funding does not automatically make you liable for the funder’s debt.

14.1.4 Where insurance does not cover a cancellation or missed-appointment charge, any charge properly due is payable by you at the agreed self-funding rate. Such invoices are due on receipt and before the next appointment, unless otherwise agreed.

14.1.5 If an amount properly due remains unpaid seven days after the first reminder, we may suspend further appointments with appropriate notice. We will consider continuity of care and necessary safety arrangements. Resumption depends on resolving the issue, availability and clinical suitability.

14.2 Cancellations and appointment arrangements

(a) Cancellation and missed appointments. To cancel or reschedule, email info@resilientwellbeingclinic.com or telephone 07519 298296. Notice is measured in calendar hours before the appointment. Email notice is measured from receipt in our mailbox, including outside office hours; if you cannot reach us by telephone, send an email. Appointments cancelled or rescheduled with at least 48 hours’ notice are not charged as missed appointments. Advance payments will be refunded or, if you choose, credited to another appointment. Cancellations or rescheduling with less than 48 hours’ notice, and missed appointments, will normally be charged at the full agreed fee for that appointment. Charges must reflect our reasonable net loss and will be reduced where appropriate for costs saved or income recovered from a replacement booking. We do not charge holding fees. Statutory rights under clause (i) take priority.

(b) Assessment and weekly appointments. Your booking covers an assessment followed by continuing weekly therapy under the same agreement, subject to clinical suitability and ongoing clinical consent. The assessment fee covers the assessment only; subsequent sessions are charged separately at the fees disclosed and agreed before booking. The assessment fee is payable in advance. A properly delivered assessment remains payable even if ongoing therapy does not follow, subject to clause (i) and your other statutory rights.

Your booking reserves the same day and time each week unless otherwise agreed. Weekly appointments continue after the assessment unless you tell your practitioner or the Clinic that you do not wish to continue, your practitioner advises that ongoing therapy is unsuitable, or the suspension or release rules below apply. There is no minimum number of therapy sessions. You may end future sessions subject to the cancellation terms and your statutory rights.

If you cancel or miss the assessment, we may release that appointment and the future weekly slot unless otherwise agreed. Rebooking is subject to availability. Assessments and weekly therapy appointments are subject to clause (a), including the 48-hour cancellation rule. Your statutory cancellation and refund rights remain unaffected.

(c) Repeated cancellations and postponements. You may cancel or postpone one appointment in any rolling 30-day period with at least 48 hours’ notice while retaining your recurring weekly slot. The 30-day period is measured by the dates of the affected appointments. If you cancel or postpone more than once during that period, we may review the arrangement and release the weekly slot after notifying you, unless otherwise agreed. Planned breaks agreed under clause (e) are treated separately. Cancellations with at least 48 hours’ notice remain free of cancellation charges; late cancellations and missed appointments remain subject to clause (a). Statutory cancellation rights under clause (i) take priority.

(d) Release of the weekly slot. Before releasing a slot for repeated cancellations or postponements, we will notify you and explain the arrangements for any remaining bookings. We will consider individual circumstances, reasonable adjustments where required and continuity of care. Once released, a later appointment depends on availability. We will also release the slot where you end therapy or ongoing therapy is unsuitable, subject to appropriate clinical arrangements.

(e) Planned breaks. Please discuss planned breaks in advance. We may agree to preserve your slot for a holiday of up to two consecutive weeks. Appointments included in an agreed planned break do not count towards the limit in clause (c). An agreed exception does not guarantee that we can hold the same slot for repeated or longer breaks. Appointment cancellations remain subject to clause (a), and statutory cancellation rights under clause (i) take priority.

(f) No holding fees. We do not charge for holding a recurring slot. All cancellations or rescheduling with at least 48 hours’ notice remain free of cancellation charges, including further postponements within the same 30-day period. Late cancellations and missed appointments remain subject to clause (a), and statutory rights under clause (i) take priority.

(g) Prepaid blocks. We will explain the number of sessions, total price, any expiry date and booking arrangements before purchase. If a block ends early, unused payments will be refunded after deducting services already provided and reasonable, legally recoverable charges. We will not forfeit a session in addition to charging a cancellation fee for the same appointment. Please contact us promptly about unforeseen circumstances; rescheduling within the same week is subject to availability. Corporate purchases may be subject to separately agreed business terms.

(h) Clinic cancellations and disputed charges. If we cancel an appointment, you may choose an alternative or a refund of the advance payment for that appointment. Other legal remedies remain available. Please contact us promptly if you believe a charge has been incorrectly or unfairly applied; we will explain its basis and consider the circumstances under our complaints procedure.

(i) Statutory cancellation rights. For an agreement made online, by telephone or otherwise at a distance, or off premises where the statutory right applies, you may cancel without giving a reason within 14 days after the day the agreement is made, normally when we accept and confirm your booking.

This initial cancellation period applies to the agreement covering your assessment and continuing weekly therapy. Attending the assessment, continuing therapy or making weekly payments under the same agreement does not start a new cancellation period. Completing the assessment does not, by itself, end the initial cancellation right.

To cancel, send any clear statement to info@resilientwellbeingclinic.com, telephone 07519 298296, or write to Resilient Wellbeing Ltd, Unit 2, Bedford Mews, East Finchley, London N2 9DF. A cancellation communication sent before the period expires is in time. You may use the model cancellation form at the end of these terms, but do not have to.

We obtain your express request before supplying assessment or therapy services during the cancellation period. If you then exercise your statutory cancellation right, you pay only a proportionate amount for services supplied before you notified us, provided we gave the required information and the legal conditions for charging are met. No payment for those services is due where the required cancellation or payment information was not provided or you did not expressly request the early start.

Any refund due is made without undue delay and within 14 days of receiving your cancellation notice, using the original payment method unless expressly agreed otherwise, without a refund fee. These statutory rights take priority over appointment cancellation charges. Missing an appointment does not itself cancel the agreement or complete the service.

An agreement made in person at the Clinic does not ordinarily carry this statutory cancellation right.

14.3 Outstanding payments

14.3.1 We may contact you about sums properly due, consider a payment arrangement and take reasonable steps to recover unpaid amounts, including using a court claim.

14.3.2 Any interest or recovery costs charged to a consumer must have a lawful basis, be reasonable and legally recoverable. Court costs and interest are recoverable only as permitted by law or ordered by the court. We will not recover the same loss twice.

14.4 Assessment and ongoing therapy

14.4.1 The assessment explores your concerns, the suitability of our services and possible next steps. Ongoing therapy depends on clinical suitability and valid clinical consent. Your practitioner will discuss the proposed approach, relevant risks, benefits and alternatives. If ongoing therapy is unsuitable, we will explain this and discuss appropriate next steps; you will not be charged for future therapy that we will not provide.

14.4.2 Under the agreement made at booking, appointments continue weekly in your reserved 50-minute slot unless otherwise agreed or ended under these terms. You do not need to book each session through the portal. At the assessment, your practitioner will confirm the next appointment and proposed therapy arrangements and establish valid clinical consent before treatment. Use the portal to view and pay invoices. The practitioner will discuss the likely course of therapy and review progress with you.

14.4.3 You may end the continuing weekly arrangement by telling your practitioner or the Clinic, including after the assessment if you do not wish to continue. There is no minimum number of therapy sessions. Charges for appointments cancelled with insufficient notice remain subject to clause 14.2(a), and statutory cancellation rights under clause 14.2(i) take priority. Weekly payments under the existing agreement do not create a new contract. A genuinely separate service agreement made later will have its own applicable terms and statutory rights.

14.4.4 You can withdraw clinical consent or decline an intervention. Tell us separately if you also wish to cancel booked appointments. We may end or pause services where they are unsuitable, outside our competence, unsafe, or affected by a serious breach or other reasonable cause. We will explain the decision, normally give appropriate notice, consider continuity of care and discuss alternative support where appropriate. We will refund unprovided services, less any charges lawfully due. Urgent safety or legal circumstances may require immediate action.

14.5 Attendance and online services

14.5.1 If you arrive late, the appointment will normally finish at the original time and the agreed fee remains payable. If the practitioner is late, we will discuss making up the time or another appropriate adjustment.

14.5.2 We normally send an email reminder two days before an appointment. You can opt out by emailing the Clinic. Reminders are a courtesy; failure to receive one does not cancel a booking or remove a charge otherwise properly due.

14.5.3 For online sessions, use a private space and suitable equipment and connectivity. Tell your practitioner your physical location and callback number if different from the one we have in the system. Notify us before attending from outside the UK so that we can check whether the service can lawfully and safely proceed. We will agree how to reconnect if the call fails. If a session cannot be completed, we will discuss rescheduling or an appropriate adjustment, taking account of the cause and your legal rights.

14.5.4 RWC is not an emergency service. Communications are not continuously monitored. For immediate danger call 999 or attend the nearest A&E; for urgent mental health support in England, call NHS 111 and select the mental health option. Elsewhere in the UK, use the urgent NHS service for your location.

14.6 Children and couples

14.6.1 For clients under 16 in England, a parent or legal guardian with parental responsibility may complete and sign the pre-assessment form. At the assessment, the practitioner will confirm valid consent before proceeding, including the young person’s own consent where they can legally give it, and discuss parental involvement and confidentiality. The adult’s signature does not replace these checks. Clients aged 16–17 should normally sign the clinical consent section themselves. We may ask for evidence of parental responsibility or other lawful authority and relevant court orders. Paying for care does not give access to clinical information. The adult contracting payer accepts the financial terms separately. Other UK jurisdictions or exceptional consent arrangements require an individual check.

14.6.2 Each participant in couples therapy provides their own clinical consent. The practitioner will discuss and record confidentiality arrangements, including individual communications and any separate meetings. The payer is agreed separately.

14.7 Confidentiality and information

14.7.1 Confidentiality, its limits and the proposed care are explained in the informed consent process. Necessary and proportionate information may be shared where lawfully justified, including safeguarding, serious risk of harm or legal requirements. This does not authorise unrestricted sharing with relatives, employers, insurers or other third parties.

14.7.2 Our Privacy Policy explains how we process personal information and how to exercise your rights. You may complain to the Information Commissioner’s Office about our handling of your personal information: https://ico.org.uk/make-a-complaint/. Clinical consent is separate from the lawful bases for processing data. Accepting these terms does not waive data protection rights, provide blanket consent to disclosure or consent to marketing. A separate discussion and appropriate agreement are required for any recording.

15. Breaches of website and portal terms

15.1 If there is a breach or reasonable evidence of misuse, we may take proportionate steps to protect users, the service and our systems. These may include a warning, a request to stop the conduct, temporary access restrictions, account closure where justified, or lawful action to recover loss. We will explain our concerns and allow a reasonable opportunity to respond or remedy the breach where appropriate. Immediate action may be necessary for security, safety or legal reasons.

15.2 You must not bypass a lawful security restriction or use another account to continue prohibited activity. Any action we take remains subject to your rights concerning paid services, refunds, personal information and access to complaints procedures. Clinical suspension or termination is governed by section 14 and will take account of appropriate care and safety arrangements.

16. Changes to these terms

16.1 We may update these terms for future bookings and website use, identifying the revised version and date. Publication does not automatically alter an existing service agreement.

16.2 For ongoing services, we will notify you of a proposed change, explain its reason and effective date and obtain agreement where required. Material changes, including fee changes, will be explained before they apply. You may decline a proposed material change and end future services without a change-related penalty. Amounts already lawfully due remain payable, and unused advance payments will be refunded after any lawful deductions. We will not retrospectively change agreed charges for bookings already made.

17. Transfer of rights and performance of services

17.1 We may engage appropriately qualified practitioners to perform services while remaining responsible for our own obligations. We may transfer an agreement to another organisation only where this does not reduce your rights or materially disadvantage you. We will notify you and obtain consent where required. If a proposed transfer would materially disadvantage you, you may end affected future services and receive a refund for services not supplied, subject only to charges already lawfully due.

17.2 You may not transfer an appointment or service agreement to someone else without our agreement because services depend on the individual client’s needs and valid consent. This does not restrict rights that can lawfully be exercised by an authorised representative.

18. Severability

18.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. 

18.2 If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.  

19. Third-party rights

19.1 A contract under these terms and conditions is for our benefit and your benefit, and is not intended to benefit or be enforceable by any third party. 

19.2 The exercise of the parties' rights under a contract under these terms and conditions is not subject to the consent of any third party. 

20. Your service agreement

20.1 These terms, your booking confirmation and any expressly agreed service arrangements govern the services purchased from RWC. The informed consent document records relevant service information and clinical consent. Information or commitments that legally form part of your agreement remain binding.

20.2 Our Privacy Policy explains our processing of personal information; acknowledging it does not constitute blanket consent to processing or waive any data protection rights. No provision of this section excludes a statutory right or remedy. Where documents appear inconsistent, we will clarify them; any legally required interpretation in the consumer’s favour remains applicable.

21. Law and jurisdiction

21.1 These terms are governed by English law, subject to any mandatory consumer protections that apply to you.

21.2 The courts of England and Wales have jurisdiction, without restricting any mandatory right you have as a consumer to bring proceedings in another competent court.

22. Company and professional information

22.1 Resilient Wellbeing Ltd is registered in England and Wales under company number 12872501. Its registered office is Unit 2, Bedford Mews, East Finchley, London N2 9DF. Its entry is available at https://find-and-update.company-information.service.gov.uk/company/12872501.

22.2 Psychologists providing the Clinic’s psychology services are appropriately qualified and registered with the Health and Care Professions Council. You may ask for your practitioner’s registered name and registration details. The HCPC register is available at https://www.hcpc-uk.org/check-the-register/.

22.3 HCPC standards of conduct, performance and ethics are available at https://www.hcpc-uk.org/standards/standards-of-conduct-performance-and-ethics/. Where a practitioner also belongs to the British Psychological Society or another professional body, we can identify the applicable membership and code. BPS membership is distinct from HCPC statutory registration.

23. Our details

23.1 The website is owned and operated by Resilient Wellbeing Ltd, trading as Resilient Wellbeing Clinic.

23.2 Company number: 12872501, registered in England and Wales. Registered office: Unit 2, Bedford Mews, East Finchley, London N2 9DF.

23.3 Clinic and correspondence address: The Old Town Hall, 4 Queen’s Road, Wimbledon, London SW19 8YB.

23.4 Email: info@resilientwellbeingclinic.com. Telephone: 07519 298296. You can also use our website contact form or write to the addresses above. For time-sensitive cancellations, use the methods in clause 14.2.

24. Medical information disclaimer

24.1 No advice 

24.2 Our website contains general medical information. 

24.3 The medical information is not advice and should not be treated as such. 

25. General medical information

25.1 General medical information on the website is intended for information and may not be complete, current or suitable for your individual circumstances. It is not a diagnosis or personalised treatment advice.

25.2 This section does not apply as an exclusion of responsibility for professional assessment or treatment purchased from the Clinic. It does not exclude reasonable care and skill, legally binding service information or any protection in clause 12.8.

26. Medical assistance

26.1 You must not rely on the information on our website as an alternative to medical advice from your doctor or other professional healthcare provider. 

26.2 If you have any specific questions about any medical matter, you should consult your doctor or other professional healthcare provider. 

26.3 If you think you may be suffering from any medical condition, you should seek immediate medical attention. 

26.4 You should never delay seeking medical advice, disregard medical advice or discontinue medical treatment because of information on our website. 

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You may instead send any other clear statement of cancellation.

To: Resilient Wellbeing Ltd trading as Resilient Wellbeing Clinic, Unit 2, Bedford Mews, East Finchley, London N2 9DF; info@resilientwellbeingclinic.com.

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:

Service: __________________________________________________

Ordered on: _______________________________________________

Name of consumer(s): _______________________________________

Address of consumer(s): _____________________________________

_________________________________________________________

Signature of consumer(s), only if submitted on paper: ________________

Date: ____________________________________________________

Delete as appropriate.

Complaints Policy and Procedure 

Last updated: 15.10.2026 
Applies to: Resilient Wellbeing Ltd trading as Resilient Wellbeing Clinic 
Contact: info@resilientwellbeingclinic.com

1. Purpose of this policy

This policy explains how Resilient Wellbeing Ltd, trading as Resilient Wellbeing Clinic, handles complaints concerning services provided through the Clinic, including matters involving employees and self-employed practitioners.

Our approach is to consider concerns fairly, proportionately and with appropriate confidentiality. A complaint will be assessed on the available evidence. Its receipt or investigation does not establish fault or liability. We take complaints seriously and aim to respond in a fair, respectful, confidential and timely way.

2. What this policy covers

The policy applies to concerns about:

• Assessments, therapy and professional conduct in services provided through the Clinic.
• Bookings, payments, enquiries and administrative communications.
• Confidentiality, clinical records and the handling of personal information.

Concerns may be raised informally with the person involved or submitted to the Clinic. Clinical issues will be considered with appropriate input from the practitioner concerned.

This policy does not cover unrelated services independently purchased from a practitioner outside the Clinic’s arrangements.

3. Complaints about self-employed clinicians

Self-employed practitioners retain professional responsibility for their clinical assessments, treatment decisions, records and conduct. They maintain their own professional indemnity insurance and clinical supervision arrangements.

Complaints concerning their work through the Clinic may be submitted to info@resilientwellbeingclinic.com. The Clinic will coordinate the complaint response and obtain the practitioner’s account of clinical matters within their responsibility. Where necessary, appropriate independent professional input may be sought.

The Clinic’s involvement in handling a complaint does not make it the practitioner’s clinical supervisor or amount to an admission of liability by either party. Responsibility will depend on the circumstances and applicable law.

Concerns about professional conduct or fitness to practise may also be referred to the practitioner’s relevant regulator or professional body.

4. Who can make a complaint

A complaint may be made by: 

• A current or former client

• A parent or legal guardian of a child or young person receiving services

• A person with appropriate legal authority to act on behalf of a client

• A referrer, insurer or other professional involved in the client’s care, where appropriate

• Another person directly affected by the issue being raised

Where a complaint is made on behalf of another person, we may need to confirm that the person making the complaint has appropriate authority or consent before we can share information or respond in detail. 

5. How to make a complaint

Complaints should be made in writing where possible, so that we can clearly understand the concern and respond accurately. 

Please send complaints to: 

Email: info@resilientwellbeingclinic.com 
Post: Resilient Wellbeing Clinic, The Old Town Hall, 4 Queen’s Road, Wimbledon, London SW19 8YB 

Please include: 

• Your full name

• The client’s name, if different

• Your contact details

• The name of the employee or clinician involved, if known

• A clear description of the concern or complaint

• Relevant dates, appointments, emails or documents

• What outcome you are seeking, where possible

If you find it difficult to put your complaint in writing, please contact us and we will try to make reasonable adjustments where appropriate. 

6. Time limit for making a complaint

We encourage complaints to be raised as soon as possible after the issue occurs, ideally within three months of the event or of becoming aware of the concern. This helps us investigate the matter effectively. 

We may still consider complaints raised after this period where there is a good reason for the delay and where it remains possible to investigate the matter fairly. 

7. Immediate safety or safeguarding concerns

If a complaint raises an immediate risk of harm, safeguarding concern, serious professional concern or risk to a client, child, vulnerable adult, employee or member of the public, we may need to take urgent action. This may include: 

• Contacting emergency services

• Contacting a GP, safeguarding team or relevant healthcare professional

• Seeking legal, clinical, safeguarding or professional advice

• Referring the matter to a professional regulator or other authority where required

• Temporarily changing clinical or administrative arrangements while the concern is reviewed

Where possible, we will discuss this with the client first. However, there may be circumstances where we are legally or professionally required to share relevant information without prior consent, for example where there is a serious risk of harm or a safeguarding obligation. 

8. How we handle complaints

Stage 1 - Acknowledgement

We normally acknowledge a complaint within five working days, identify the person coordinating the response and explain whether further information is needed.

An appropriate reviewer will be selected, taking account of the subject matter and any conflict of interest. Wherever practicable, the person complained about will not be the sole reviewer.

Stage 2 - Review

We will identify the issues requiring investigation and consider relevant information. This may involve consulting the employee or self-employed practitioner concerned, reviewing relevant records and obtaining professional, legal or insurance advice where appropriate.

Access to personal information will be limited to what is necessary and lawful for the review.

Stage 3 - Investigation

The person concerned will ordinarily have an opportunity to respond. Disclosure or notification may be restricted where necessary for safeguarding, confidentiality, legal reasons or the integrity of the investigation.

We aim to issue a substantive written response within 20 working days after acknowledgement. Where more time is needed, we will explain the delay and provide a revised timeframe.

Stage 4 - Response

Our response will explain the outcome, the reasons we can appropriately disclose and any proposed action. A complaint may be upheld, partly upheld or not upheld.

Any action will reflect the findings and circumstances. An investigation does not guarantee a refund, compensation or disciplinary action. This does not affect any remedy required by law.

We may withhold confidential information concerning other individuals, employment matters, contractual arrangements or legally privileged advice. Information about requesting a further review is set out in section 9.

9. If you are unhappy with the outcome

If you remain dissatisfied after receiving our response, you may ask for a review, preferably within 10 working days, explaining your concerns. We will consider reasonable requests for more time and any necessary adjustments. This internal timeframe does not restrict your legal rights or access to an external body.

Where appropriate, a senior person who was not directly involved in the original review will consider whether: 

• The complaint process was followed properly

• Relevant information was considered

• The outcome was reasonable based on the available evidence

• Any further action is needed

We will usually aim to respond to a review request within 20 working days. 

Once the review is complete, this will usually be the end of Resilient Wellbeing Clinic’s internal complaints process. 

10. External escalation

Depending on the nature of the complaint, you may have the option to contact an external organisation. 

Professional concerns 

If your concern relates to the professional conduct, fitness to practise or ethical behaviour of a psychologist, you may contact the relevant professional body. For practitioner psychologists registered with the Health and Care Professions Council, concerns may be raised with the HCPC. If the professional is a member of BACP, UKCP, BPS or another professional body, that organisation may also have its own complaints process. 

Data protection concerns 

If your complaint relates to how we have handled your personal data, you can contact us first at info@resilientwellbeingclinic.com. If you are dissatisfied with our response, you may contact the Information Commissioner’s Office, which is the UK supervisory authority for data protection matters. 

Legal rights 

This policy does not affect any legal rights you may have under UK law, including consumer protection law, data protection law or any other applicable legislation. 

11. Confidentiality and data protection

Complaints will be handled confidentially and sensitively. Information will only be shared with those who need to know in order to investigate, respond to or resolve the complaint, or where disclosure is required by law, safeguarding duties, professional obligations, insurers or legal advisers. 

When handling complaints, we may process personal data, including special category health data where relevant. This may include information from clinical records, appointment records, emails, payment records, internal notes and correspondence connected to the complaint. 

We process complaint-related information where necessary for: 

• Responding to and managing the complaint

• Providing or reviewing health care or treatment

• Meeting legal, contractual, regulatory or professional obligations

• Protecting clients, staff or others from harm

• Establishing, exercising or defending legal claims

• Improving the quality and safety of our services

Complaint records will be stored securely and retained only for as long as necessary, in line with our Privacy Policy, legal obligations, professional guidance and legitimate business needs. 

12. Access to records and data rights

Clients have rights under UK data protection law, including the right to request access to personal data held about them, subject to certain exemptions. If a complaint involves a request for clinical records or personal data, we may treat this as a data rights request and respond in line with our Privacy Policy and applicable data protection law. 

In some circumstances, we may be unable to disclose certain information, for example where disclosure would adversely affect another person’s rights, reveal confidential third-party information, compromise safeguarding, or interfere with legal or professional obligations. 

13. Fairness to employees

Employees and self-employed practitioners are entitled to a fair, evidence-based assessment of complaints concerning them. They will ordinarily be informed of the relevant allegations and given a reasonable opportunity to respond, subject to any necessary legal, confidentiality or safeguarding restrictions.

We do not tolerate threatening, abusive or discriminatory conduct towards staff or practitioners. Where necessary, the Clinic may set proportionate communication arrangements, including a designated contact or communication channel.

Such arrangements will not prevent appropriate consideration of the complaint or the exercise of statutory rights.

14. Learning from complaints

Complaints can help us identify areas for improvement. Where appropriate, we may use complaint outcomes to improve: 

• Client communication

• Administrative procedures

• Clinical governance processes

• Staff training

• Website information

• Terms and conditions

• Privacy and data protection practices

• Safeguarding or risk management procedures

Any learning will be handled in a way that protects client confidentiality and complies with data protection law. 

15. Policy review

This policy may be updated from time to time to reflect changes in the law, professional guidance, our internal procedures or the services we provide.