Relate Avis 

My partner booked in with Navi, who was amazing, however, Angela is rude and makes the whole experience of therapy very scary.

Firstly, she is very sarcastic on emails and makes the individual booking feel worthless, not taking into account the fragile nature of the individuals booking, she is very rude and pedantic, which isn't a good look. The way she words things for someone who works in a reception of a counselling office is out of order.

Booking therapy is a really hard thing for someone to do, and Angela makes it harder with her rude language and demanding nature. I really hope this message is passed onto her and she realises the mindset of the people booking therapy.

Very expensive fees …. Private counselling is much cheaper than £80 per session.

Having visited a Relate charity shop in Meads Street on many many occasions and donated £1,075 pounds (yes £1,075 and this year alone) on different items, I was shocked at the disrespectful experience I had visiting this afternoon.
A lady named Rita spoke to me on the shop floor (in front of other customers) stated I wasn’t welcome anymore!
Prior to this I overheard Rita speaking to another lady about spending over £300 as her car had broken down, I guessed she wasn’t happy.
However, I was shocked when Rita walked up to me and Disrespected me accusing me of returning an item that was damaged.
Rita stated it wasn’t damaged in the shop.
This was wholly incorrect as one of the legs of this item had a small crack in it, that I hadn’t noticed.
I was flabbergasted at the disrespectful way I was spoken to and in front of other customers, having donated £1,075 on charity items in this shop this year, alone.
Shame on you Rita.
Your Relate charity shop loss is clearly another charity shop’s gain.

Therefore my advice to others when visiting this charity shop, always check items for damage before buying including under the price ticket.

The therapist was good but the customer service is terrible.
First session no one joined us on the zoom call.
Then they offer a session then have to cancel it 2 hours later.
There phone hours say until 5 in one place, 8 in another bit aren't answering at 4.40.
A real shame as the actual therapy is good.

Great session very helpful with some good guidance and didn’t feel like a sell for ongoing sessions

Having booked and paid for a counselling session at 7.30pm by telephone, I received NO call. It appears it was a zoom audio and by the time I discovered the link it was 15 minutes into the session. Having logged in I waited but the counsellor did not respond. It took a lot for me to make this request and I really needed to speak to someone. The next day I spoke to Relate and was told quite clearly that there was NO refund! The operator said all I could do was to fill in a complaints form.......which I have not received! Absolutely terrible service from a well established and trusted organisation. Wouldn't dream of recommending them to anyone.

They Provided me with the right accurate information I needed to help my relationship Grow and Nurture!

VERY VERY expensive!!!!!!!!
Meaning no offence I refuse point blank to pay the frankly CRAZY sums that relate are charging and seemingly getting away with without refunding anyone due to very poor quality service according to reviews

6 sessions. The best our therapist did was get us to agree that she was utterly useless. With a rather smug smile she would just parrot back to us something we had said in session as if it was her own pearl of wisdom. Her “sage advice” could easily be replaced by a Magic 8 Ball: “You’ll both need to change” (but nothing about how). She didn’t take notes and gave us the impression she was daydreaming about how she would be spending her exorbitant fee, as she didn’t seem to be paying attention or remembering important points. Waste of money! Avoid!

Seems to be very helpful ☺️

I am writing to let you know how thankfulI am for the support and guidance I have received so far. These sessions have significantly improved my everyday life, helping me cope better at work, protect my mental health, understand and manage my anxiety, and regulate my emotions.

I found the advice on how to support a grieving partner to be really helpful, without being overly verbose. Helpful and digestible.

Disgusted by Relate. My spouse and I need marriage counselling. We both actively want to sort out the broken bits and know we need professional help to do this. Relate we're happy to engage in an initial fact finding appointment. We were booked in for a second fact finding appointment done individually. At no point were we told that they may say no. So we pay £75 for this second appointment only to be told separately they will not provide marriage counselling for us. The reason being is that they believe I wouldn't be able to cope with the difficulties marriage counselling brings up. Even though I very much want to live, am engaging with all NHS services as well as other charitable services. But this is not good enough. The woman that called me back also could not tell me what would be good enough. And she didn't believe me when I pointed out that my spouse and I are prepared for this to be very hard at points. But it's OK, whilst I wait for the NHS to do things quicker and better I'm sure just ignoring the marital problems will do wonders. I'm sure I'll be shipshape in no time. Thanks for not helping, awesome service. I feel really sorry for the counsellor we spoke to who did want to work with us. I wonder if you will email me today with the information I requested like you said you would. Or maybe you will just change your mind and not bother. My spouse and I are beyond angry at your organisation.

The problem description and my solution

Awful experience with Relate. I was told to get a grip by our counsellor when explaining how I had turned to a family member when my ex partner was being verbally abusive towards me. I was also told that my ex was scared of me (when on a seperate occasion I told her that he would shout and swear at me, calling me a c**t and a b**ch) and that I was being too harsh when I tried to explain that he lies a lot and is very manipulative.

We were also told we needed parenting classes more than relationship counselling because we had 3 kids at 26.

some of the questions are not, relative or appropriate to the subject or questions. Furthermore, this website is misleading and false, wayyy to expensive for me and my missus liking. :( and plus! we dont even need therapyy FEMALE DOGS!!!!!!!!!! hmmmm

Now awaiting response.

I had very little expectations but was utterly disappointed with the level of professionalism from the counsellor and her lack of neutrality. Awful experience and total waste of money. My partner was manipulative and abusive yet the counsellor was completely convinced he was a “great guy”

Having used Relate many years ago and remembered it as a good service, I was truly disappointed by the Birmingham branch this time. The administration is truly shocking in 2024, and certainly neither efficient nor helpful.
Instead of sending forms upfront, we spent the first session filling in a questionnaire for over twenty minutes, which did not leave enough time to counter answer and leaving both sides on a cliff hanger, when the relationship is already fragile and frayed.

Many of the questions were irrelevant and it is clear that the questionnaire is not flexible enough depending on what type of counselling is requested. Half way through, I stopped the counsellor and actually queried this with her, given that we paid £35 for that!
We were then incorrectly told that we could have online sessions on a Monday and Thursday, When I called the following day, suddenly these days were not available and only Tuesday, Wednesdays were, no later than 6pm which should have been clarified on the first call enquiring for potential sessions.
Now there was a long waiting list, no idea when anything would become available, but there were happy to offer another 'one off' and charge for it. Seriously?!

People need continuity! No one offs, no empty promises! I understand you are a charity, but taking people's money and then using half it for paperwork that should be sent beforehand to complete, additionally not being able to get another session for weeks or months more likely, is not acceptable at all.

If you are currently full, stop taking on new clients! Be honest that you have people waiting already and cannot promise how long. Send forms upfront to be completed, so no time is wasted in the initial session. Only to leave people hanging in mid-air with their issues until the next session. Especially, if it is a long time off!
Don't advertise other branches around Birmingham, that are no longer open and closed during Covid. Your counsellors need to make themselves available for f2f appointments outside Birmingham like all other private counsellors do. If that's not in your policy, you are wrongly advertising these branches.

Not enough online appointments, which is ironic, given that the whole point of 'online' is it can be done from any location. This should open your counsellors to more evening and after 6pm ones until 10pm. People work and accessibility is the key here.

I was now forced to look for a private counsellor in the area, who can accommodate us as quickly as possible. Additional effort, which was not necessary if I had known.
Therefore, we would like a full refund of £35, since you wasted half of that session on paperwork, left us hanging and are unable to offer any sessions in the near future after 7pm. Thanks