Artificial Intelligence (AI) Policy

Last updated: 28 Oct 2026

1. Our commitment

At Light and Shade CCS Ltd, we recognise that confidentiality, trust, privacy and the therapeutic relationship are central to effective counselling.

We may use artificial intelligence (AI) tools to support certain administrative and website-related activities. We are committed to using these tools responsibly, transparently and ethically, with the wellbeing, dignity and privacy of our clients as our priority.

AI will not replace the professional judgement, empathy or therapeutic relationship provided by our counsellors.

2. How we may use AI

Depending on the needs of our service, AI may be used to assist with:

• Drafting and improving general website content and informational resources.
• Supporting administrative tasks and improving the accessibility of information.
• Developing general psychoeducational materials for review by a qualified practitioner.
• Improving the clarity, spelling and presentation of non-confidential written communications.

Any AI-generated material intended for clients will be reviewed for accuracy, appropriateness and relevance before use.

3. Confidentiality and personal information

We take the confidentiality of our clients seriously.

We will not enter identifiable client information, counselling notes, session recordings or other confidential therapeutic material into publicly available AI tools.

Where an AI tool is considered for a task involving sensitive information, we will assess its suitability, security, data handling arrangements and potential risks before use. No client confidential information will be in out into any AI tool. We will only use it where there is an appropriate lawful basis and suitable safeguards.

We will not assume that information is anonymous simply because names have been removed. Information must be sufficiently anonymised to prevent identification before it is used for any purpose that requires anonymisation.

Our handling of personal information is also governed by our Privacy Policy and applicable data protection legislation.

4. AI and counselling sessions

Our counselling service is based on human connection, professional accountability and respect for each client’s individual circumstances.

We do not use AI to replace counselling sessions or to make autonomous clinical decisions about clients.

AI transcription, recording, session analysis or automated notetaking will not be used in counselling sessions.

Clients may ask questions or raise concerns about the use of AI at any time.

5. Human oversight and professional responsibility

AI-generated information can be inaccurate, incomplete, biased or inappropriate.

We therefore retain responsibility for any material or decisions arising from our use of AI. AI tools will not replace professional assessment, clinical judgement, supervision or safeguarding procedures.

We will consider the potential impact of AI use on client wellbeing, equality, accessibility and the quality of our service.

6. Transparency and client choice

We aim to be open about how AI is used within our service.

Where consent is required, we will seek it before proceeding. We will respect applicable rights and discuss reasonable alternatives where available.

7. Limitations of AI

AI is not a substitute for a qualified counsellor, a clinical assessment or appropriate mental health care. AI-generated information should not be relied upon as a diagnosis or as a replacement for individual professional advice.

Our website and any AI-assisted informational content are not intended to provide emergency support.

If you are in immediate danger or need urgent mental health assistance, contact emergency services or an appropriate crisis support service. Please refer to the website for crisis support numbers.

8. Review and accountability

We will review our use of AI periodically and whenever significant changes in technology, professional guidance or legal requirements make a review necessary.

If we identify a concern relating to confidentiality, data protection or the safety of our AI use, we will take appropriate steps to investigate and address it.

Clients are welcome to contact us with questions or concerns about this policy.

9. Contact us

For questions about this policy or our use of AI, please contact:

Email: Joannegibson@lightandshadeccs.co.uk
Website: www.lightandshadeccs.co.uk

This policy should be read alongside our Privacy Policy, Confidentiality Policy and relevant client agreement or counselling contract.