Enquiry reply email templates for counsellors (free)

Four replies: first response, the fee question, a full practice, a kind decline.

The first email back is part of the therapy, before the therapy. It sets tone: warm, clear, boundaried. These four templates cover the replies most practices send weekly. Adapt the voice to your own, keep them short, and reply within a working day where you can, because enquiries go to whoever answers first.

One habit worth building from day one: never discuss clinical content by email. Acknowledge, arrange, and save the substance for the room.

1. First response to a new enquiry

Subject: Your counselling enquiry

Hello [name],

Thank you for getting in touch, and for taking the step of reaching out.

I'd suggest we start with a brief introductory call, free and with no obligation, so you can ask anything you want to and get a sense of whether I'm the right fit for you. I have time on [two options]. If neither works, let me know what suits and I'll do my best.

In the meantime: sessions are [length] and cost [fee], held [in person at location / online / both]. There's more about how I work at [website].

I look forward to speaking.

[Name]

[Credentials line, e.g. Registered Member MBACP]

2. Answering "how much do you charge?"

Subject: Re: Your enquiry

Hello [name],

Thank you for asking. Sessions are [fee] for [length], paid [when/how]. I keep [number] reduced-fee places for people on low incomes; those are currently [available / full, and I keep a short list].

Cost matters, and so does fit. If it would help, I offer a free introductory call so you can get a feel for how I work before committing to anything. Would [option] suit?

[Name]

3. When your practice is full

Subject: Re: Your counselling enquiry

Hello [name],

Thank you for contacting me. I'm sorry to say my practice is currently full, and I don't want to keep you waiting when support matters now.

If you'd like, I can add you to my waiting list; a space typically becomes available within [honest estimate]. Alternatively, [colleague/local service] is taking new clients, and the [BACP/NCPS] directory lets you search registered counsellors near you.

Whichever you choose, I'm glad you've decided to talk to someone.

[Name]

4. Declining when it is not the right fit

Subject: Re: Your enquiry

Hello [name],

Thank you for telling me a little about what you're looking for. Having thought about it carefully, I don't think I'm the right person to help with this, and you deserve someone who is.

[One honest, non-clinical line, e.g. "This sits outside the areas I work in."] A practitioner who specialises in [area] would serve you better; you can search for one on [directory/register]. If it's urgent, your GP or NHS 111 can help you more quickly than a waiting list can.

I wish you well with the work ahead.

[Name]

These are templates to adapt, not scripts. If an enquiry raises any concern about immediate risk, respond by phone rather than email and follow your own safeguarding process.

This is a template to adapt, not legal advice. Please have important wording reviewed by a suitably qualified person before you rely on it.