TERMS & CONDITIONS

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Harley Medical Groups relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. 

48 HOUR CANCELLATION AND RESCHEDULE POLICY 

To ensure that we can continue to provide the highest level of service and care for all our clients, if you are unable to keep your appointment or wish to cancel, please call the Queen’s Gate Dental Practice on 020 7373 6899 at least 48 hours in advance of your appointment. The London Facial Care reserves the right to charge a £60 administration fee for cancelled consultations with less than 48 hours’ notice, or for missed consultations. 

WEBSITE TERM & CONDITIONS 

The term ‘The London Facial Careor ‘usor ‘werefers to the owner of the website whose registered office is 8 Charles Harrod Court, 2 Somerville Avenue, Barnes SW13 8HH. Our company registration number is 07655024. The term ‘yourefers to the user or viewer of our website. 

The use of this website is subject to the following terms of use:

POLICY ON CHILDREN 

At The London Facial Care we regret that we are unable to allow children to remain unaccompanied in the reception area. Our Front of House staff are neither trained nor insured to look after children, and we respectfully ask our clients to refrain from asking our receptionist to watch their children during treatments. For safety reasons, children are not allowed in the treatment rooms at any time. 

POLICY ON PETS

We regret that we are unable to allow pets in the practice for hygiene reasons.

COMPLAINT POLICY SUMMARY 

The London Facial Care aims to provide all Patients with the highest standard of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly, acknowledging any mistakes and rectifying them so that we can make improvements to our service.

The full complaints policy is made available to Patients, their affected relative(s) or a representative when they first raise concerns about any aspect of the service they have received.

Responses at all stages are made quickly:

The London Facial Care has a 3 stage process for handling complaints:

 Stage 1: Local Resolution (Clinic Manager)

All complaints should be raised directly with the Clinic Manager in the first instance and should be made as soon as possible / within 6 months of the date of the event complained about; or as soon as the matter first came to the attention of the complainant.

The Patient will be given a copy of our complaints procedure and invited to attend a face to face meeting with the Clinic Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

The Clinic Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members / doctors concerned. The Clinic Manager responds directly to the person who has made the complaint whether the complaint was made verbally, by letter, text or email, however we do not respond to complainants via email.

 Stage 2: Complaint Review

Patients who remain dissatisfied with the outcome of stage 1 may request in writing within 6 months to have their complaint moved to stage 2 where the handling of the complaint will be reviewed by Dr Mahesh Patel, who has not been involved with the complaint at stage.

Dr. Patel will interview staff concerned and review all documentation to form an independent view of the handling of the complaint. Dr. Mahesh Patel will respond directly to the Patient either upholding or not upholding the complaint. Proper and comprehensive records are kept of any complaint received.

 Stage 3: Non-Surgical Patients (Operations Director)

Patients who remain dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months to:

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER (Tel: 08456120540) for complaints about private treatment.

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Tel: 08452224141). This is the regulatory body for complaints about professional misconduct.