This paper aims to examine the characteristics of students who withdrew from a university counselling service in northern Italy. Differences found in the socio-demographic characteristics of counselling completers and dropouts and in the scores obtained in questionnaires administered at the outset were analysed. Furthermore, in order to identify reasons for dropping out, a qualitative approach was also used. The results suggest that premature termination is not a unitary phenomenon and that dropouts are a heterogeneous group. It is important not to always consider dropouts as a negative outcome of university counselling services. Additional research on dropouts is needed to help university counselling services to serve students more effectively.