Neat AestheticsBy Dr C

Listening & Respect

Client's have the right to voice their concerns and expect to be heard and treated with utmost respect.

Effective Handling

We are dedicated to managing complaints effectively, ensuring that every concern is addressed appropriately and in a timely manner.

Continuous Improvement

We recognise the importance of good complaint handling as a means of delivering the service our clients deserve. Complaints serve as valuable feedback, helping us maintain quality standards and detect potential service issues early on.

Opportunity For Improvement

When handled adeptly, complaints present an opportunity for us to enhance our service and strengthen our reputation.

Aims & Objectives

Our goals and objectives for the complaints policy at Neat Aesthetics By Dr C are as follows:

Our primary aim is to deliver services that cater to our clients' needs while maintaining a superior level of care.

We encourage client feedback regarding the safety and excellence of our services, treatments, and care.

We are dedicated to implementing a complaints system that is both efficient and equitable.

We foster an environment of transparency and receptiveness to learning from all experiences, including complaints.

Confidentiality & Impartiality

At Neat Aesthetics By Dr C, we encourage clients to openly communicate any concerns regarding their treatment or service directly with their attending physician.

We ensure that all client complaints are treated with utmost respect, sensitivity, and confidentiality.

Each complaint is approached without preconceptions or judgment regarding its severity, acknowledging it as an issue that warrants resolution.

Addressing Complaints

Physicians are tasked with encouraging clients to offer feedback on the service, encompassing complaints, concerns, suggestions, and compliments.

It's expected that doctors will endeavour to resolve complaints and concerns at the service delivery stage whenever feasible and within their scope of responsibility.

Resolving Issues

Expressing regret to the client for any distress or harm experienced.

Providing an explanation or pertinent information without assigning blame or speculating.

Assessing the issue and understanding the desired outcome from the client, then suggesting a resolution.

Confirming client satisfaction with the proposed solution.

Our Responsibilities

Taking suitable steps to address individual complaints effectively.

Implementing suggestions for enhancement derived from complaints.

Providing comprehensive reports on complaint patterns for meaningful analysis.

Ensuring adherence to and periodic review of the complaints management policy.

Notifying insurers as required.

Collaborating with professional registration boards and other relevant parties when needed.

Timeframes

Formal complaints receive acknowledgment either in written form or in person within 48 hours.

The acknowledgment includes contact information for the designated complaint handler, outlines the process for addressing the complaint, and indicates the expected timeframe.

If a complaint involves matters necessitating external notification or consultation, such action is taken within three days of identifying these issues.

Investigation and resolution of formal complaints are completed within a two week timeframe.

How We Collect Data

At Neat Aesthetics By Dr C, we primarily receive personal data directly from individuals during our business interactions. This may occur in person, via email, web forms (including social media), or over the telephone.

However, in certain instances, personal data may be provided by third parties (e.g., online booking platforms) only when a service or treatment is specifically booked with Neat Aesthetics By Dr C through such third-party platforms.

The data we collect

In the course of our business operations, Neat Aesthetics By Dr C collects various types of personal data, including but not limited to:

Names, postal addresses, telephone numbers, email addresses, and other contact details (with the possibility of telephone calls being recorded for training purposes).

Financial information such as bank details and credit card details.

Health-related information provided in medical questionnaires, including relevant medical conditions that may impact the suitability of treatments.

Technical information such as cookies, IP addresses, and browser types when visiting our website.

For any disclosure of another person's information, full consent must be obtained in accordance with this policy. When processing the data of individuals under the age of 16, Neat Aesthetics By Dr C will seek authorisation from the holder of parental responsibility for the child.

Why we process your personal data

Throughout our business operations, we process a range of personal data in compliance with the law. This processing is conducted to fulfil legal obligations and our legitimate interests, except where overridden by the interests or fundamental rights and freedoms of the data subject. Neat Aesthetics By Dr C considers the following uses to fall within the category of legitimate interest:

Recommending and providing treatments and products.

Providing information on pre & aftercare before and following treatment.

Confirming and reminding individuals of appointments via email and text messages.

Sending newsletters and relevant offer emails to update clients on new products and services offered by Neat Aesthetics By Dr C (opt-out available).

Enhancing security measures to protect websites, infrastructure, and premises from attacks or threats and to report any illegal activities.

Given the necessity to collect health information, classified as a special category of personal data, we rely on processing being necessary for the purposes of providing healthcare or treatment.

Who has access to data & who we share it with

Personal information collected will not be shared with third-party companies for direct marketing purposes. Generally, personal data collected by Neat Aesthetics By Dr C remains within the organisation and is processed by appropriate employees. Some processing may be carried out by third parties such as website developers and cloud storage providers, always under secure conditions and with the direction of Neat Aesthetics By Dr C.

On occasion, personal information may need to be shared with third parties, such as banks, lawyers, insurers, or accountants, to meet legal obligations or contractual requirements. In cases of finance applications, only email addresses will be shared with finance companies for direct communication purposes.

How long we keep personal data

We are committed to complying with legal obligations regarding the retention and deletion of personal information. The duration for which Neat Aesthetics By Dr C retains data depends on the type of data and the purpose of its collection. We do not process personal information for longer than necessary.

Employee data may be retained for up to seven years following departure from the company, while details of unsuccessful applicants for vacancies will be stored for up to one year.

Client records, including medical data, images, and treatment data, will be retained for 10 years from the date of the last treatment, after which they will be securely disposed of as required by our insurers.

Data of business contacts or newsletter recipients will be retained as long as the service is being contracted or the newsletter is being sent.

The email addresses of individuals who have opted out of receiving newsletters will be kept indefinitely to ensure continued compliance.

Financial and accounting records will be kept for six years from the end of the last company financial year they relate to, or longer if required by HMRC.

Your rights as a data subject

At any point while we possess or process your personal data, you, the data subject, have the following rights:

Right of access – you have the right to request a copy of the information that we hold about you.

Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.

Right to be forgotten – in certain circumstances, you can ask for the data we hold about you to be erased from our records.

Right to the restriction of processing – where certain conditions apply to have a right to restrict the processing.

Right of portability – you have the right to have the data we hold about you transferred to another organisation.

Right to object – you have the right to object to certain types of processing such as direct marketing.

Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.

Right to judicial review – in the event that Neat Aesthetics By Dr C refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain.