Frequently Asked Questions
Getting started
How do I book a first session?
You can book by completing the short form on our contact page or emailing us at safaserenity@Outlook.com, or calling us at 020 4643 1848. Tell us what you’re looking for (individual counselling/ couples counselling / online / face to face) and your availability. We offer you a 20 minute complimentary phone/online consultatio. For details about some of the issues that we help with, see services.
Do I need a GP referral?
No. You can self-refer. If you’d like us to liaise with your GP or other professionals, we can do so with your written consent. For medical emergencies or urgent mental health concerns, please contact 999 or NHS 111, or your local crisis team. Learn more about who we help on our services page.
How quickly can I be seen?
This will largely depend on whether you are looking for daytime or evening appointments, and whether you would like to do online sessions or face to face sessions in Guildford or Manchester. If you would like to be seen quickly, please let us know when you contact us and we will fit you in as soon as possible.
Do you offer a free initial call?
Yes, a 20-minute phone/online consultation to discuss your goals, availability and how we might work together. Book it via contact.
What to expect
How long is a session and how often will we meet?
Sessions are 50 minutes once weekly as standard. Some clients prefer to be seen more frequently for short-term intensive blocks. Other clients prefer to work fortnightly. We can adjust frequency during our work together - please do discuss with your counsellor. Details on formats and fees are on services.
How many sessions will I need?
The number of sessions really depends on you and your goals - some people find a shorter series of around 8–12 sessions helps them feel steadier, while others choose to continue longer-term to work through deeper patterns and make lasting change. Read more about approaches on about and services.
Do you offer online therapy and is it effective?
Yes - we offer online counselling via Google Meet. You can access via a link we send to you, no apps or programs required. Research suggests online therapy can be as effective as in-person and with greater flexibility. You’ll need a private space and stable internet. You can also mix in-person and online - see services for options.
Can I mix in-person and online sessions?
Yes. Subject to room/diary availability, you can choose a blended plan. Tell your counsellor your preferences, and we’ll schedule accordingly. We currently have availability for face-to-face in Guildford, Surrey, and in various locations in Manchester. We are looking to add more locations soon.
Confidentiality, privacy & safety
Is therapy confidential? Are there any limits?
Yes. We keep your information confidential and follow BACP ethical codes. Limits include risk of serious harm to you/others, safeguarding concerns, court orders, or terrorism/drug-trafficking disclosures where we have legal duties. We’ll explain these at your first session and answer questions.
How do you store my notes and data (GDPR)?
We store minimal notes securely and only your individual counsellor is able to access them. You can request access, rectification, or erasure where applicable. You can request our full GDPR policy via contact.
What if I’m in crisis right now?
We’re not an emergency service. If you’re at immediate risk, call 999 or go to A&E. For urgent support, contact NHS 111, your GP, or Samaritans (116 123). Once safe, you can reach out via contact to arrange ongoing support.
Fit & scope
What issues do you work with?
We support adults and young people with a wide range of concerns, including trauma (childhood trauma, PTSD), abuse in relationships, anxiety, depression/low mood, stress and burnout, grief and bereavement, low self-esteem and shame, identity and faith concerns, relationship and family difficulties, parenting challenges, bullying, work/academic pressures, and life transitions (e.g., separation, relocation).
Are there issues you don’t work with?
We may not be suitable for acute crises needing intensive/urgent care (e.g., active psychosis, unmanaged substance withdrawal, high immediate risk). If so, we’ll explain and signpost specialist services. If you’re unsure, ask on contact and we’ll advise.
Do you work with children/teens?
We do not currently offer counselling for young children. With appropriate consent and safeguarding we are able to work with teenagers over 16. We offer age-appropriate approaches and agree how/when parents are involved. For more information please get in touch.
Do you offer faith-sensitive, Islamic counselling and/or secular therapy?
Yes. If you’d like your faith or cultural background integrated into therapy, tell us. We have therapists who are active in the Muslim community and can offer Islamic counselling. If you prefer, we can work in a fully secular way while still understanding your religious and cultural context - we offer traditional, evidence-based approaches suitable for all faiths and none. What’s distinctive at Safa & Serenity Counselling Centre is a non-judgemental, inclusive stance: we meet you where you are and never impose beliefs or practices.
Do you offer therapy in other languages?
We currently offer sessions in English and Arabic; we have counsellors who are native speakers in both languages.
Do you work with clients outside the UK?
We can offer online therapy to clients based outside the UK, subject to local laws and professional regulations in the place you are located. We practise under UK law and ethical standards. In a few countries, cross-border counselling requires local licensing, so we may not be able to work with you. Please contact us with your location and we’ll check current rules before confirming an appointment.
Practicalities
Where are you located and is there parking/accessibility?
In-person sessions in Guildford are held in Burpham (near Aldi). Bus stops are a very short walk away. Parking is free on-street. The venue has 2 steps. If you need adjustments, please contact us before booking. We are looking to add a second location in Woking, soon, please do let us know if that is something that interests you.
We also offer sessions in Manchester at Chorlton (on road parking), Didsbury (on road parking, and small car park opposite the venue) and Cheadle-hulme (ample parking).
Online sessions are available UK-wide.
Do you offer evening or weekend sessions?
Yes - we do have limited evening and weekend availability with selected counsellors. Please enquire via contact.
Ethics & quality
Are your counsellors registered and supervised?
Yes. Our practitioners are registered/accredited with the BACP and receive regular clinical supervision per professional standards.
How do you handle complaints or feedback?
We welcome feedback at any time. Raise concerns with your counsellor or email at safaserenity@outlook.com. If unresolved, you can escalate to the relevant professional body (e.g., BACP).
How do you ensure cultural competence and inclusivity?
We provide inclusive, faith- and culture-sensitive care, with ongoing CPD, supervision, and reflective practice. Tell us what matters to you - language, faith, identity, accessibility - and we’ll integrate it into your care plan.