Regain
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Unprofessional and disappointing customer service
My partner and I loved our counsellor, but after facing relationship issues, we decided to end our relationship. Following this, I contacted Regain to request a full refund of £180. I also noted that if a full refund wasn't possible, we’d like to use the sessions for personal development instead. After numerous emails, in none of which was it mentioned that we’d receive only a partial refund, I was refunded for only half the amount. While we had entered a new billing period, we had requested—and been granted—an extension of 14 days to book all our remaining sessions under the original payment. This led us to believe that the next two sessions would be included in the initial payment, leaving the second payment eligible for a full refund. The lack of transparency around this was infuriating. Not once was it explained or hinted that we’d only receive a partial refund, reinforcing our expectation that the full amount would be refunded. This experience has been deeply frustrating. Instead of using the money for growth and personal development, it’s been pocketed by a company that clearly lacks any commitment to transparency, particularly during a vulnerable and emotional time for its customers. Their refusal to explain why this wasn’t disclosed in prior communications only highlights their lack of accountability. The irony of offering couples counselling while operating in such covert and undisclosed ways is staggering.