Frequently Asked Questions


Q: Do I need special equipment to access n Expert?

Apart from your computer, the equipment that you will require depends on what type of consultation you would like. For a video, audio and instant messaging consultation, you will need a standard headset and a webcam. If you would like to have just the instant messaging facility all you need is a regular internet connection.

Q: How can I be sure of the quality of the advice?

We only recruit fully qualified professionals. All Counsellors are members of the Bristish Association for Counselling and Psychotherapy (BACP) and are either accredited or hold advanced diplomas in counselling. As a Member of the BACP our counsellors are bound by its Ethical Framework for Good Practice in Counselling and Psychotherapy. All Counsellors are individually interviewed and are fully qualified Counsellors. We also check each Counsellors Criminal Record. The exact same strict guidelines and process is applied when recruiting Doctors; where we check their qualifications, certifications, GMC registration, proof of experience and specialisations, complete CRB check, and a telephone interview conducted by our in-house Doctor.

Q: Do I have to download any special software?

No. This site uses its own audio-visual communications technology, based on the Flash® plug-in. Most computers already have Flash® installed so there is no need to load any special software in order to take part in the lessons. If you do not have the Flash® plugin you can download it for free on the internet. You may need to update your Flash Player however if it is not set to do so automatically on your computer. You can check if you have the latest version by visiting http://get.adobe.com/flashplayer/ and following the instructions given to you there.

Q: At what times can I book consultations?

Online Consultations are available between 8 am and 10 pm, 7 days a week – subject to the Experts’ availability. Once you have registered, you can browse their availability using your own personal scheduling system.

Q: How long are the sessions?

You will have been given a code and a link to this site by your counselling administrator. They can confirm whether they have provided you with 4 x 50 minute counselling sessions or 6 x 50 minute counselling sessions, or any of the other session credits you may have been given.

Q: What happens if for some reason I am unable to attend a booked consultation?

You may cancel any booked consultation so long as you do so more than 24 hours before the consultation is due to start. Your credit will not be deducted from your account if this is the case. You will not be entitled to a refund and the credits will be deducted from your account for a cancellation less than 24 hours before the consultation is due to start.

Q: What happens if a Counsellor or Doctor I have booked a session with is unable to attend the consultation?

The expert will contact you and agree with you a new time for the consultation. No credits will be deducted from your account, for the intended session.

Q: How long will my coupon be valid for?

Your coupon code is valid for three months from issue.

Q: Can I postpone consultations after I have booked them?

You can cancel and re-book a consultation so long as the consultation is taken within three months of the issue date.

Q: Do I need a high speed internet connection?

You will need a broadband internet connection if you wish to have a video consultation. We recommend that you have a minimum of 2Mbps download and 256Kbps upload. For instant message chat consultations a regular internet connection speed is all that is required.

Q: What do the different types of counselling mean?

All of our counsellors specialise in a certain type of counselling. Please visit their profiles where they explain and summarise their background, education and experience.