The Circle Line

Frequently asked questions

Scroll

Top questions

How do I access the Therapy sessions?

Just log in to your account, go to the Therapy Room on your dashboard and click to join. That’s it!

How do I amend or cancel a session?

Just email us at hello@thecircleline.co.uk at least 48 hours before your session and we will do the rest.

This is covered in our Principles and Policies.

What is the refund policy?

If you let us know in writing at least 48 hours before your session we will give you a full refund for the cost of your session.

This is covered in our Principles and Policies.

Technical questions

What internet connection do I need?

A reliable wi-fi connection is key. Please make sure you are somewhere quiet and well-connected.

What if the call drops out?

Try again – rejoin the session by clicking “Join” in the Therapy Room. The length of your session can’t be extended to make up for it unfortunately as all practitioners’ time must be respected.

Can I use the Therapy Room on any device?

Yes – but a desktop computer is best for a full stable picture if using the video view in the Therapy Room.

How do I make changes to my account?

You can save simple changes to your card and contact details on your account dashboard. For anything else – just email us at hello@thecircleline.co.uk

What is the Therapy Room?

The Therapy Room is our secure online connection service where you use our digital platform to talk to your practitioner by video or voice only if you wish to stay anonymous.

Why am I not getting your emails?

If you’ve clicked resend email and still missing the message from your Inbox, take a look in your Spam folder. We have an automated system to send out the email that allows you to verify your email address. Sometimes, your email provider will send messages from an automated system to Spam. If it’s not there either, reach out to us at hello@thecircleline.co.uk, and we’ll work it out with you.

Sessions & booking questions

How do I amend or cancel a session?

Just email us at hello@thecircleline.co.uk at least 48 hours before your session and we will do the rest.

This is covered in our Principles and Policies.

How do I get in touch if I have a query?

Just email us at hello@thecircleline.co.uk and we will be sure to get back to you. Promise.

What is your cancellation policy?

If you let us know in writing at least 48 hours before your session we will give you a full refund for the cost of your session.

This is covered in our Principles and Policies.

What is your refund policy?

As long as you have emailed us at hello@thecircleline.co.uk at least 48 hours before your session start time, we will cancel your session and give you a full refund for the cost of your session.

This is covered in our Principles and Policies.

How do I complain?

We take all complaints very seriously.

Here’s what to do:

For feedback for us, contact us at hello@thecircleline.co.uk and we promise to listen, take you seriously and take action where necessary and where we can.

For feedback about your therapist, please reach out to both us and the therapist’s accrediting body (such as BACP, NCS, etc.).

More information is in our Principles and Policies.

Practitioner questions

Are your practitioners insured?

Yep. We ensure all practitioners have insurance as a part of our on-boarding process.

Are your practitioners verified and accredited?

Yep. We check all our practitioners’ accreditations with the relevant body and all have to have a 1:1 call with a member of The Circle Line team (usually our Founder) before they are accepted on to the platform. We’re a community and we seek to maintain a solid working relationship with all our practitioners.

How do I complain about a therapist?

We take all complaints very seriously. Contact us at hello@thecircleline.co.uk and we promise to listen, take you seriously and take action where necessary and where we can.
Please also reach out to the therapist’s accrediting body (such as BACP, NCS, etc.)  to kick off their review process.
More information is in our Principles and Policies.

Can I see them face to face?

No. We offer an online service only using our bespoke digital platform. This keeps the service flexible, convenient and affordable.

Is online therapy effective?

We think so and people tell us so. Various studies have shown it to be as effective as face to face therapy – and for some people it is the better, preferred or the only option.

What is the difference between a coach, a counsellor or a psychotherapist?

The basic difference is the type of training and accreditation.

Coaches are trained in helping clients move forward in life. The training of coaches varies; they must do many hours of coaching before being eligible to register with the different coaching associations.

Psychotherapists are trained in human development and mental health, as are many counsellors. Both psychotherapists and most counsellors have undertaken extensive training (a minimum of 450 hours over three or more years) and study in human thinking and emotions, followed by close ongoing supervision by an experienced fellow therapist.

The Circle Line is launching soon! Sign up now and we'll be in touch when we're fully working