Online Bereavement Counselling Frequently Asked Questions

Online counselling is a form of support that's given over the internet via video chat.

Using video chat means that you and your counsellor will be able to see and hear each other and have a one-to-one conversation.

Having counselling online is a much more flexible way of accessing support, as you can attend from the comfort of your own home.

All you need to be able to use our video counselling service is a computer, laptop, or other device with a webcam and a microphone. If you're using a tablet or smartphone, the camera will act as a webcam.

You will also need a stable internet connection.

• The service is open Monday to Friday (closed on UK bank holidays and during the Christmas week), with the first session at 8am and the final session of the day at 6.30pm.
• Each session lasts 50 minutes.
• Our usual admin hours are between 9am and 4.30pm, Monday to Friday.

No, this service offers online counselling using video chat.

Our team of counsellors have either completed, or are working towards, completing specialist training in providing counselling through video chat. This training has been accredited by the Association for Counselling and Therapy Online.

Our bereavement service provides short-term support. If you feel that you need further support when you reach the end of your sessions with us, your counsellor will be able to discuss other options with you.

We do not offer counselling for a death that is anticipated but hasn't yet happened.

We do not normally offer counselling for a bereavement that has taken place in the two months prior to attending the service.

Good practice indicates that counselling should not be offered immediately after a bereavement. An initial period of time for you to adjust to your loss, and develop your personal resilience, has been found to be beneficial in the long-term.

We are a self-referral only service and don't currently accept referrals from third parties, including heath and social care professionals. If you are working with an individual that you feel could benefit from our service, please feel free to pass them our details.

This is a confidential service. Members of the team abide by the data protection guidelines laid out in How Our Service Works and Sue Ryder’s Privacy Policy.

If you’d like to find out more the steps you can take to protect yourself online, visit Get Safe Online.

Yes, this service is free-to-access by anyone eligible who is struggling with grief and is funded by donations.

If you would like to make a donation towards the cost of maintaining and delivering this service, you can do so using this dedicated donation form. Help us be there for others in the future.

If both you and your assessing counsellor agree that our bereavement service is best placed to support you, then you will be placed on our waiting list until a counsellor is available.

We will contact you when a space becomes available and you will be expected to book your first of six 50-minute counselling sessions within a week.

If a problem arises during a session, your counsellor will call you on the number you registered with and continue your session over the phone.

Please visit our troubleshooting page for support with common issues.