Contact
Get in touch, at whatever pace suits you
Making the first contact is usually the hardest part of the whole thing. There are three ways to do it below, and none of them commits you to booking anything.
- Typical reply
- Within one working day
- Where
- Online, by video call
This practice works by appointment. The phone and inbox are checked during working hours, not around the clock, so please do not use them to tell us about an emergency. Urgent and out-of-hours help is listed here.
Three routes
Choose whichever one you can face today
They all reach the same place. Pick the one that involves the least effort for you right now, not the one that seems most correct.
Call or message
Best when you want to hear a voice before you decide anything, or when writing it down feels harder than saying it. Either number below takes ordinary calls, texts, and WhatsApp and Viber video calls. If a session is in progress the phone will not be answered — leave a first name and a number and the call is returned within one working day. You can ask for a discreet callback time.
Email
Best for questions with detail in them — availability, fees, insurer requirements, whether a particular kind of work is offered. Ordinary email is not a secure channel, so keep the first message brief and leave the clinical detail until we have agreed how to handle it.
Email: info@familyrestore.co.ukBooking form
Best when you would rather not speak to anyone yet. A short, labelled form that asks for a name, a way to reach you, what kind of session you are after and when you are free — plus a box for anything you want said before the first appointment.
Open the booking form
Or write to us here
Send a message from this page
Six fields, one screen. Use this if you have a question to ask rather than a session to arrange.
It goes to the same inbox as info@familyrestore.co.uk and is answered within one working day. You will get a copy of what you sent, so you have a record of it.
If you would rather arrange a session than ask a question, the booking form asks about availability and format as well, which saves an exchange of emails.
After you make contact
What happens next, in order
No automated sequence, no sales call, and nobody chasing you if you decide not to go ahead.
You get in touch
By phone, by email, or through the booking form. You do not have to explain everything at this stage — a sentence about what is going on and when you are free is enough to start with.
We reply within one working day
A short reply confirming what is available, what the session would cost, and anything that needs sorting out first, such as insurer authorisation. If the answer is that another service would suit you better, you will be told that too.
A short conversation, if you want one
Some people book straight away. Others prefer a brief phone call first to hear a voice and ask the question they did not want to put in writing. Both are normal and neither costs anything.
The first appointment is confirmed in writing
You receive the time, the place or the video link, the fee, the cancellation terms, the confidentiality agreement and the privacy notice — all before you arrive, so nothing in the first session is a surprise.
When we are working
Working hours at each base
Two bases in two timezones is what makes early mornings and late evenings genuinely available rather than theoretically possible. Most people cannot take an afternoon off every week for months on end.
These are working hours, not a staffed helpline. Calls made during a session go to voicemail and are returned within one working day. Outside these hours, please use one of the twenty-four-hour services on the urgent help page.
| Day | Appointments |
|---|---|
| Monday | 08:00–12:00, 18:00–21:00 |
| Tuesday | 08:00–12:00, 18:00–21:00 |
| Wednesday | 08:00–12:00, 18:00–21:00 |
| Thursday | 08:00–12:00, 18:00–21:00 |
| Friday | 08:00–12:00 |
| Day | Appointments |
|---|---|
| Monday | 09:00–13:00, 16:00–20:00 |
| Tuesday | 09:00–13:00, 16:00–20:00 |
| Wednesday | 09:00–13:00, 16:00–20:00 |
| Thursday | 09:00–13:00, 16:00–20:00 |
| Friday | 09:00–13:00 |
| Saturday | 10:00–14:00 |
The bases
Where we work from, and why there is no address
Every appointment is an online video call. The practice works from Hanoi, Vietnam and Limassol, Cyprus — these are working bases rather than consulting rooms, and nobody visits them.
Hanoi, Vietnam
UTC+7, all year
- Monday
- 08:00–12:00, 18:00–21:00
- Tuesday
- 08:00–12:00, 18:00–21:00
- Wednesday
- 08:00–12:00, 18:00–21:00
- Thursday
- 08:00–12:00, 18:00–21:00
- Friday
- 08:00–12:00
Local times in Hanoi.
Limassol, Cyprus
UTC+3 in summer, UTC+2 in winter
- Monday
- 09:00–13:00, 16:00–20:00
- Tuesday
- 09:00–13:00, 16:00–20:00
- Wednesday
- 09:00–13:00, 16:00–20:00
- Thursday
- 09:00–13:00, 16:00–20:00
- Friday
- 09:00–13:00
- Saturday
- 10:00–14:00
Local times in Limassol.
Why no address is published
There is no consulting room to publish. Sessions are held on WhatsApp or Viber video, and the only address the practice has is the registered office of the company — which is a filing address, not somewhere to turn up. It is listed in full on the terms and privacy notice, where a company is required to give one.
If you need someone in the room
Online work is not right for everyone or for every situation. If there is significant risk, or you have no private space, what you need is a service that can reach you where you are — not a video call. The urgent help page lists services in the UK and a directory covering other countries. Say so when you enquire and we will tell you plainly rather than take the booking.
In a different timezone?
Every session is a video call
Video is not a fallback here — it is how the practice works. For a good number of people it is the reason therapy happens at all.
They suit people who are housebound, exhausted, caring for somebody, working shifts, living rurally, or simply unwilling to lose an hour either side of an appointment to travel. They are a poorer fit where the connection is unreliable, where there is nowhere private to sit, or where risk is high enough that being in the room matters — and you will be told plainly if that is the case.
One practical thing to raise early: please tell us which country you will be sitting in for sessions. Professional insurance and the regulation of talking therapy are specific to each jurisdiction, so where you are living genuinely affects whether we can work with you. Ask before you get attached to a plan and we will give you a straight answer.
What you need
A device with a camera, a stable connection, headphones, and somewhere you will not be interrupted for the length of the session.
Nowhere private?
A parked car works better than people expect. So does a bookable room at a library. Ask — it is a common problem with practical answers.
It travels with you
The same hour works from home, from a hotel room or from a parked car. It keeps the work continuous instead of losing a fortnight to a trip away.
If it drops out
A fallback phone number is agreed at the start of every online session, so a lost connection never ends the hour mid-sentence.
Before you write
What to put in a first message
- A first name and a way to reach you, plus whether it is safe to leave a voicemail or send an email to that address.
- Roughly what you are looking for — individual, couples, family or coaching — and whether WhatsApp or Viber suits you better. A guess is fine.
- When you are generally free, and which country you are in. Evening and Saturday slots go first, so offering a couple of options helps.
- Anything practical that would affect the appointment: access needs, an interpreter, insurer authorisation, or a time you must leave by.
What you do not need to put in a first message is your history. Ordinary email is not encrypted end to end, and until a session is arranged and the privacy notice has been shared with you, nothing sent through this website should be treated as confidential. Send enough to arrange a conversation and keep the rest for the room. How your information is handled.
If you need help before we can reply
Family Restore Ltd is a planned, appointment-based practice. We do not monitor the phone or the inbox overnight, at weekends or on holidays, and we cannot respond to emergencies. If you cannot wait for a reply, the services below answer at any hour, free of charge.
Emergency services (UK)
99924 hours, every day
Find A Helpline — outside the UK
findahelpline.comAny country, any time
NHS 111 — mental health option
11124 hours, every day
Samaritans
116 12324 hours, every day
Still deciding? The frequently asked questions cover first sessions, confidentiality, notes, fees and couples work in more detail than this page does, and the fees page lists every current rate.