Cancellation Policy

We offer professional counselling to help students work through their difficulties, understand themselves better and find ways of managing their situation.

There is a high demand for counselling appointments and we hope that you will value your contact with us.

We want to ensure that everyone has fair access to the service. Short notice cancellations and non-attendance of appointments have an impact on students who may be waiting for an appointment by lengthening their time on the waiting list.

You have a responsibility to keep appointments you make with the counselling service. It is respectful to let us know if you can’t keep an appointment or do not wish to continue your appointments.

What should I do if I need to cancel an appointment?

  • If you cannot attend your appointment, please let us know at least 48 hours in advance so that we can arrange another appointment for you or re-allocate your appointment to another student.

What will happen if I don’t cancel at least 48 hours in advance?

  • The appointment may count as one of your contracted counselling sessions.
  • If you just don't attend an appointment, we will wait for you to contact us to book another appointment.
  • If you don't keep a number of consecutive appointments, we may not be able to offer you further counselling appointments.

We do understand that in certain circumstances, you may be unable to let us know 48 hours in advance. Please let us know as soon as possible if you are experiencing any difficulties keeping your appointments.

Our contact details


Luton campus & other campuses
Level 2, Campus Centre
Luton campus

24/7 SiD Online (student login)


Student Information Desk


Student Information Desk (SiD)

0300 300 0042

Our phone lines are open:

  • Monday - Thursday
    9:00 – 17:00
  • Friday
    9:00 – 16.30