CONTACT AND COMMUNICATIONS POLICY

Last updated: 21 June 2026

1. About us

This website and the associated books, resources, courses, workshops and services are operated by:

East Anglian Psychologists Ltd
Company number: 14283128
Registered office: 46–54 High Street, Ingatestone, Essex, United Kingdom, CM4 9DW
Email: [email protected]

Ridgeman is a brand operated by East Anglian Psychologists Ltd.

East Anglian Psychologists Ltd is an active private limited company registered in England and Wales.  

References in this policy to “we”, “us” and “our” mean East Anglian Psychologists Ltd and the brands through which it provides the relevant service.

2. Purpose of this policy

This policy explains:

• how to contact us;
• what enquiries we can receive;
• how quickly we aim to respond;
• which communications channels should not be used for urgent or clinical matters;
• how we protect professional and personal boundaries;
• how complaints, privacy requests and accessibility requests should be made;
• how we handle inappropriate, unsafe or unsolicited communications.

This policy applies to communications connected with:

• jamespmanning.com;
• associated Kajabi pages;
• Ridgeman books and publications;
• free resources and downloadable worksheets;
• courses and memberships;
• workshops, webinars and professional training;
• coaching or educational strategy sessions;
• customer support;
• media, podcast and speaking enquiries;
• permissions, rights and licensing;
• general business enquiries.

Separate communication arrangements may apply to formal psychological therapy, assessment or other regulated clinical services.

3. How to contact us

The main contact email is:

[email protected]

Formal postal correspondence may be sent to:

East Anglian Psychologists Ltd
46–54 High Street
Ingatestone
Essex
CM4 9DW
United Kingdom

Please do not visit the registered office without a confirmed appointment. It is provided as a formal correspondence address and is not advertised as a walk-in service, crisis service or public reception.

4. Suggested email subject lines

Using a clear subject line helps us route your enquiry appropriately.

Please use one of the following where relevant:

• COURSE SUPPORT — access, login or course-content issues;
• ORDER SUPPORT — payments, receipts, refunds or purchases;
• FREE RESOURCE — problems accessing a worksheet or download;
• MEDIA / PODCAST — interviews, articles, commentary or podcast invitations;
• SPEAKING / TRAINING — workshops, conferences or professional teaching;
• INSTITUTIONAL LICENCE — universities, employers, organisations or course providers;
• RIGHTS / PERMISSIONS — quotations, reproductions, translations or licensing;
• ACCESSIBILITY — alternative formats or participation adjustments;
• PRIVACY REQUEST — data-protection enquiries or rights requests;
• COMPLAINT — formal complaints;
• CLINICAL ENQUIRY — initial enquiries about separately contracted clinical services.

Please include your order number, booking reference or account email where relevant.

5. Response times

Our inbox is not monitored continuously.

We aim to:

• respond to general enquiries within five working days;
• respond to course, order and access problems within three working days where practical;
• acknowledge formal complaints within five working days;
• respond to media, training and institutional enquiries within five working days where practical;
• respond to data-protection rights requests within the applicable legal time limit.

Working days exclude Saturdays, Sundays and public holidays in England.

Messages received outside normal working days are treated as having been received on the next working day.

These are target response times, not guaranteed deadlines. A response may take longer where:

• an enquiry is complex;
• information must be checked;
• a third-party provider must be contacted;
• the relevant person is on leave or unavailable;
• the message requires legal, regulatory or professional advice;
• there is unusually high demand.

We may send an acknowledgement before providing a full response.

6. What to include in your message

To help us respond efficiently, please include:

• your full name;
• the email address used for your account or purchase;
• the product, course, book or service concerned;
• your order or booking reference, where applicable;
• a concise explanation of the issue;
• relevant dates;
• the outcome you are seeking;
• screenshots where they are necessary to show a technical problem.

Please do not send passwords, complete payment-card details or unnecessary sensitive personal information.

7. This is not an emergency or crisis contact service

Our email account, contact forms, course comments and social-media accounts are not emergency or crisis services.

They are not monitored 24 hours a day.

Do not use them if you or another person:

• is in immediate danger;
• may imminently harm themselves or another person;
• cannot care for themselves safely;
• is experiencing a serious medical emergency;
• is experiencing severe psychosis, mania or dissociation;
• is in an immediately dangerous, abusive or coercive situation.

In the United Kingdom, call 999 or go to Accident and Emergency if you or another person is in immediate danger. For urgent mental-health help that is not an immediate emergency, use NHS 111 online or call 111 and select the mental-health option.  

People outside the United Kingdom should contact their local emergency or crisis service.

Sending us an urgent message does not guarantee that it will be read in time or that we will be able to intervene.

8. Clinical and professional boundaries

General communications through this website do not create:

• a psychologist–patient relationship;
• a therapist–client relationship;
• a clinical duty of care;
• an assessment relationship;
• an agreement to provide treatment;
• an obligation to monitor your wellbeing.

Books, courses, email sequences, worksheets, workshops and general educational communications are not therapy, diagnosis, assessment or crisis care.

A formal clinical relationship begins only when:

• the service has been assessed as appropriate;
• terms have been agreed;
• any necessary consent and intake processes have been completed;
• an appointment or service has been expressly confirmed.

Existing clinical clients should use the communication method agreed as part of their clinical service. They should not use public comments, course communities or social-media messages to disclose clinical information.

Professional communications must be used responsibly, with appropriate communication needs, privacy and boundaries taken into account. These principles are reflected in the HCPC Standards of Conduct, Performance and Ethics.  

9. Clinical advice by email

We do not normally provide personalised clinical advice in response to an unsolicited email or website form.

Email is not suitable for:

• diagnosing autism or another condition;
• conducting a psychological assessment;
• evaluating immediate risk;
• changing medication;
• providing treatment recommendations;
• issuing medico-legal opinions;
• issuing occupational-health reports;
• resolving complex relationship, employment or safeguarding matters.

We may provide:

• general information about a service;
• information about availability;
• instructions for making an appropriate enquiry;
• signposting to another service;
• clarification about the scope of a book, course or workshop.

We may decline an enquiry that falls outside our competence, capacity, insurance, jurisdiction or service boundaries.

10. Educational coaching and strategy sessions

Educational coaching or strategy sessions are separate from formal psychological therapy.

They may support:

• reflection;
• planning;
• identifying questions;
• applying general educational models;
• considering communication or environmental changes;
• identifying possible next steps.

They do not provide:

• diagnosis;
• psychological treatment;
• crisis intervention;
• a clinical report;
• legal advice;
• occupational-health advice;
• formal workplace recommendations;
• evidence for litigation or benefits claims.

Questions about the suitability of a session may be sent to the main email address before purchase.

We may refuse, postpone or stop a session where the requested work is outside its stated scope or where another form of support appears more appropriate.

11. Customer and course support

For customer support, please provide:

• the email used for the purchase;
• the product or course name;
• the approximate purchase date;
• the order reference, where available;
• a screenshot of any error message;
• the device and browser being used.

For fillable PDF problems, please confirm:

• whether you downloaded the file;
• which PDF application you used;
• whether you used the desktop or mobile version;
• whether the problem concerns opening, completing or saving the file.

For best results, fillable PDFs should normally be downloaded and opened in Adobe Acrobat Reader or another compatible PDF application. Some browser previews do not reliably retain completed fields.

We will never ask you to send your password or full payment-card number by email.

12. Payments and billing enquiries

Payment processing may be provided by Kajabi, Stripe, PayPal or another payment provider.

When contacting us about a payment, provide:

• your name;
• account email;
• order reference;
• transaction date;
• amount;
• last four digits of the payment card only, where genuinely necessary.

Do not email:

• a complete card number;
• card security code;
• online-banking password;
• copies of identification unless specifically and securely requested.

Some payment issues may need to be handled directly by the payment provider.

13. Media, podcast and speaking enquiries

Media, podcast, article, conference and speaking enquiries should include:

• the organisation or publication;
• the proposed topic;
• the format;
• recording or publication date;
• expected length;
• whether the event is live or recorded;
• intended audience;
• location or online platform;
• fee or budget, where applicable;
• deadline for response;
• proposed use of recordings, photographs or clips.

Submitting an invitation does not confirm participation.

No booking is agreed until it has been expressly accepted in writing.

14. Professional training and institutional enquiries

Professional training and institutional enquiries should include:

• organisation name;
• commissioning contact;
• intended participants;
• approximate number of participants;
• proposed date;
• online or in-person format;
• required learning outcomes;
• requested duration;
• accessibility requirements;
• available budget;
• whether recording is requested;
• whether course materials will be retained or redistributed.

Training materials may not be copied, recorded, circulated or reused outside the agreed audience without written permission.

A proposal or quotation does not create a binding booking until the booking terms have been accepted and any required payment or purchase order has been received.

15. Rights, quotations and permissions

Requests to reproduce, translate, adapt or licence material should include:

• the exact material requested;
• the book, worksheet, course or webpage from which it comes;
• page number or section;
• intended use;
• format;
• territory;
• language;
• print run, audience size or expected reach;
• commercial or non-commercial status;
• duration of use.

No permission should be assumed from the absence of a reply.

Acknowledging an enquiry does not grant a licence.

16. Reviews, testimonials and feedback

You may send feedback about a book, course, workshop or resource.

We will not publish an identifiable testimonial, photograph, audio recording or video for promotional purposes without appropriate permission.

Providing feedback does not automatically give us permission to:

• publish your full name;
• publish your image;
• identify your employer;
• disclose health or diagnostic information;
• alter your comments in a misleading way.

We may contact you to clarify whether and how your feedback can be used.

17. Accessibility requests

We aim to make reasonable efforts to support accessibility.

You may contact us to request:

• an alternative document format;
• captions or transcripts where available;
• information in a clearer format;
• additional processing time during a live session;
• communication by email rather than telephone;
• reasonable adjustments for a workshop or event.

Please make accessibility requests as early as possible.

We cannot guarantee that every requested adjustment will be available, but we will consider practical and proportionate options.

You do not need to provide a detailed medical history to request an adjustment. Please explain what would help you access the relevant service.

18. Privacy and data-protection requests

Questions about personal information should be sent to:

[email protected]

Use the subject line:

PRIVACY REQUEST

You may contact us to request:

• access to your personal information;
• correction of inaccurate information;
• deletion where the right applies;
• restriction of processing;
• objection to processing;
• withdrawal of consent;
• information about international transfers;
• cessation of direct marketing.

We may need to verify your identity before disclosing, correcting or deleting information.

Data-protection requests normally need to be answered without undue delay and within one month, although a lawful extension may apply to complex or multiple requests.  

Further details appear in our Privacy Policy.

19. Marketing preferences

You can stop marketing emails by:

• selecting the unsubscribe link in an email; or
• contacting [email protected].

Unsubscribing from marketing does not stop necessary service messages such as:

• purchase confirmations;
• course-access information;
• security messages;
• booking information;
• responses to an enquiry.

We may retain a minimal suppression record to ensure that your marketing preference continues to be respected.

20. Complaints

Formal complaints should be sent to:

[email protected]

Use the subject line:

COMPLAINT

Include:

• your name;
• the product or service concerned;
• relevant dates;
• order or booking reference;
• a clear description of the concern;
• any previous attempts to resolve it;
• the outcome you are seeking.

We aim to acknowledge a formal complaint within five working days.

We will investigate proportionately and may request further information.

A substantive response may take longer where:

• records must be reviewed;
• third parties must be contacted;
• professional or legal advice is needed;
• the matter is complex.

Complaints concerning formal clinical services may be subject to a separate clinical complaints procedure.

21. Social media

Social-media comments and direct messages are not the appropriate place for:

• urgent support;
• clinical advice;
• complaints involving sensitive information;
• data-protection requests;
• payment-card information;
• confidential personal histories;
• identifiable information about clients, patients or third parties.

We may direct a social-media enquiry to email.

We cannot guarantee a response to every comment, tag or direct message.

Following, liking or replying to a social-media account does not create a clinical or professional relationship.

We may hide, delete or report content that is:

• abusive;
• threatening;
• discriminatory;
• defamatory;
• unlawful;
• spam;
• sexually explicit;
• misleading;
• invasive of another person’s privacy;
• promotional without permission;
• disclosing identifiable clinical information.

22. Confidentiality and email security

Ordinary email is not completely secure.

Please avoid sending unnecessary:

• medical records;
• psychological reports;
• identification documents;
• financial documents;
• detailed trauma histories;
• information about another identifiable person.

Where sensitive information is genuinely required, we may provide or request a more appropriate transfer method.

We may retain correspondence as described in our Privacy Policy.

We cannot guarantee the confidentiality of messages sent through an email account, device, employer or network controlled by another person.

23. Attachments and links

We may decline to open:

• unexpected attachments;
• executable files;
• password-protected files where no password has been agreed;
• unusually large files;
• suspicious links;
• files that create a security risk.

Where an attachment is necessary, use a common format such as PDF, DOCX, JPG or PNG and explain what the file contains.

Do not send cloud-storage links that provide access to unrelated personal files.

24. Communications involving another person

Do not send confidential information about another person unless:

• you have lawful authority or appropriate permission;
• the information is genuinely necessary;
• there is an appropriate reason for sending it.

We may be unable to discuss another person’s account, purchase, clinical care or personal information without their consent or other lawful authority.

Parents, guardians, attorneys or organisational representatives may be asked to provide evidence of their authority.

25. Respectful communication

We aim to communicate politely, clearly and respectfully.

We expect correspondents to do the same.

We may limit or end communication where messages are:

• abusive;
• threatening;
• discriminatory;
• sexually inappropriate;
• persistently repetitive without new information;
• intended to harass;
• knowingly false;
• excessively burdensome without legitimate purpose;
• unrelated to our services;
• commercially unsolicited.

Where possible, we will explain that communication is being limited and identify an appropriate route for a legitimate outstanding issue.

We may report credible threats or unlawful conduct to an appropriate authority.

26. Unsolicited commercial communications

We do not undertake to respond to unsolicited:

• sales pitches;
• search-engine optimisation offers;
• website-development proposals;
• investment proposals;
• guest-post offers;
• link-building requests;
• bulk marketing;
• recruitment-agency messages;
• requests to purchase mailing lists.

Such messages may be deleted or filtered as spam.

27. Reliance on email delivery

Email may be delayed, rejected, misdirected or placed in a spam folder.

Please:

• check spam or promotions folders;
• add our sender address to your safe-senders list;
• ensure the email address you provide is correct;
• contact us again if an expected service email has not arrived.

We are not responsible for non-delivery caused by an incorrect address supplied by the user or filtering outside our reasonable control, although we will take reasonable steps to assist.

28. Changes to this policy

We may update this policy when:

• our services change;
• our contact arrangements change;
• we introduce new communication platforms;
• professional requirements change;
• applicable law changes;
• operational or security requirements change.

The current version will be published on our website with the date of the most recent update.

29. Contact details

Questions about this policy should be sent to:

East Anglian Psychologists Ltd
46–54 High Street
Ingatestone
Essex
CM4 9DW
United Kingdom

Email: [email protected]

Company number: 14283128

End of Contact and Communications Policy