Our expert says:
J, such counsellors are often themselves under great strain and work pressure. Give her a chance, and see how it works ouy. If possible, go along with your son, and see her at least briefly yourself, to see what you think of her and show her how nice you are. Remember, when she spoke to you she was responding to the message she received from the receptionist, not to what you actually said, and the receptionist, alarmed that the file had been lost, may have sounded more desperate or rattled than usual. Explain to the counsellor why you were concerned, to find that the file had apparently been lost.
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