At Cavendish Clinic we are committed to protecting and respecting your privacy.

This Policy explains when and why we collect personal information about people who are booked in on our booking system, how we use it, the conditions under which we may disclose it to others and how we keep it secure. All personal information provided by you to us will be treated confidentially and in compliance with data protection legislation,

We may change this Policy from time to time so please check with us occasionally to ensure that you’re happy with any changes. By making a booking with us, you’re agreeing to be bound by this Policy.

Any questions regarding this Policy and our privacy practices should be sent by email to contact@oldcavendish.northrose.tech or by writing to us at: Cavendish Clinic, 65 Margaret Street, London, W1W 8SP. Alternatively, you can telephone us on 0203 808 4836.

WHO ARE WE?

We are Cavendish Clinic, an England and Scotland based aesthetic and minor surgical group of clinics. Founded by Consultant Doctors from London teaching hospitals and trading as Cavendish Clinic, our company number is 07768772. We were founded in September 2011 and Cavendish Clinic currently comprises of 9 clinics (Margaret Street London, Parsons Green London, Kensington London, Glasgow, Edinburgh, Southampton, Cambridge, Milton Keynes, Peter Jones Department Store, London, Kingston-upon-Thames). We specialise in facial and body aesthetics.

HOW DO WE COLLECT INFORMATION FROM YOU?

We obtain information about you when you make a booking with us, for example, when you contact us about products and services, if you register to receive one of our monthly newsletters, or if you complete our consultation form.

WHAT TYPE OF INFORMATION IS COLLECTED FROM YOU?

We collect specific personal data (including your name, address, email, contact number, date of birth, gender) that is required to enter into a contract with you to sell a product or service
and to engage in communication with you including confirmation and reminders of appointments, and requests to cancel or change bookings.

You may be asked to bring in a form of photo identification with you to your consultation as proof of age.

We also collect sensitive data relating to your health and medical history (which will need to be updated on each visit). We need to collect that information to be able to assess the suitability of the desired products, treatments or services, to highlight any potential risks or concerns based on your medical history and to perform the agreed services appropriately.

Where we collect information about your health or medical circumstances, we have a legal obligation to collect this information for health & safety and insurance purposes and only do so with your explicit consent. The privacy and security of your data is very important to us and we will only use health related information for the purposes described in our forms or in this privacy policy.

HOW ELSE IS YOUR INFORMATION USED?

We may also use your information to:

Process a payment you have made, either over the phone, online or in clinic.
Seek your views or comments on the service we provide.
Process, book and confirm appointments that you have requested.
Send you requested product or service information.
Notify you of changes to our service.
Send you communication via your chosen route of newsletters and campaigns which you have requested and may be of interest.
Process Reward Points and notify you of your rewards via your chosen method. Comply with our insurance policies

We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations (for example medical records). We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

WHO HAS ACCESS TO YOUR INFORMATION?

Cavendish Clinic are the data controller and processes your personal information for the purposes laid out in this privacy notice. Phorest, Anglesea Mills, 9 Anglesea Row, Smithfield, Dublin 7, D07 W5NE, Ireland, acts as data processor on behalf of Cavendish Clinic to manage our bookings system, and have access to personal information only in cases that customer support or troubleshooting is required by Cavendish Clinic. Further, they must process the personal information in accordance with this Privacy Notice and as permitted by applicable data protection laws.

INFORMATION SHARING

We will only share your personal information with third parties where the law requires us or allows us to do so.

We may provide your contact information to companies that help us with our business activities such as delivering email newsletters. These are authorised to use your personal information only as necessary to provide these services and they are also required to comply with data protection legislation.

We may also share your personal information as required by law or to respond to a government request, or in connection with a corporate ownership change.

We will not provide your details to any other third party without your prior consent.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law

YOUR CHOICES

If your personal data is held by Cavendish Clinic, you hold particular rights over it.

You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us about new products, treatments, Reward Points, events and promotions then you can select your choices by ticking the relevant boxes situated on the form on which we collect your information.

We will not contact you for marketing purposes by email, phone or text message unless you have given your prior consent. We will not contact you for marketing purposes by post if you have indicated that you do not wish to be contacted. You can change your marketing preferences or withdraw your consent at any time by contacting us by email: contact@oldcavendish.northrose.tech or telephone us on 0203 808 4836.

HOW YOU CAN ACCESS AND UPDATE YOUR INFORMATION

The accuracy of your information is important to us. We’re working on ways to make it easier for you to review and correct the information that we hold about you. In the meantime, if you change email address, or any of the other information we hold is inaccurate or out of date, please email us at: contact@oldcavendish.northrose.tech, or write to us at: Cavendish Clinic, 65, Margaret Street, London W1W 8SP. Alternatively, you can telephone 0203 808 4836.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

SECURITY PRECAUTIONS IN PLACE TO PROTECT THE LOSS, MISUSE OR ALTERATION OF YOUR INFORMATION

When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information is encrypted and protected. When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.

Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems.

PROFILING

We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. We may make use of additional information about you when it is available from external sources to help us do this effectively. We may also use your personal information to detect and reduce fraud and credit risk.

CHANGES TO THIS POLICY

By using our site, you agree to the terms of this Privacy Policy. We may amend this Privacy Policy at any time. If we plan to make a significant change to the way in which we collect, use, and/or share your personal information, we will send an email to users who have provided an email address or post a notice on our site prior to the change becoming effective. Please review this page from time to time for the latest information on our privacy policy.

CONTACTING US

If you have questions or concerns regarding this Privacy Policy, you can contact us by writing to us:

Cavendish Clinic
65, Margaret Street
London
W1W 8SP

Or you can phone us on +44 (0) 203 808 4836, or email us at contact@oldcavendish.northrose.tech

REVIEW OF THIS POLICY

We keep this Policy under regular review. This Policy was last updated in September 2021.

DISCLAIMER

If you are underage for this treatment, this clinic cannot proceed with the service.

If you have any medical conditions or are on any medication, you should check with your doctor before having this treatment, as this treatment may not be suitable for you if you suffer from certain medical conditions or are on certain medications.

CANCELLATIONS AND ONLINE COMPLAINTS

How we will deal with your complaint

We pride ourselves in delivering excellent service, however, should you be dissatisfied and wish to raise a concern; we will endeavour to resolve your dissatisfaction in accordance with our complaint’s procedure.

If you wish to make a formal complaint against Cavendish Clinic it can be made via the following ways:

Via email

welcome@oldcavendish.northrose.tech

Via the post

Director
Cavendish Clinic, 65 Margaret St, London W1W 8SP

Once we have received your complaint it will be dealt with in accordance with the following 3 step procedure.

Stage 1

You will be sent an acknowledgement within two working days of receipt of your complaint. If we are unclear as to any aspect of the issues you have raised with us, we may ask you for additional information or clarification in order to investigate the matter further. If we do not receive clarification within 20 working days, we will be unable to review the complaint and the case will be closed.

Stage 2

The Director will review your complaint and a full reply will be sent to you within 20 working days. You may respond in writing to the response.

Stage 3

If you are dissatisfied with this response, you can refer your complaint in writing to the Chief Executive Officer. All aspects of the complaint will be reviewed and a response sent to you within a further 15 working days. If you remain unhappy with the final response your next step is to seek independent legal advice.

Timeframes

In some circumstances, for instance where the case is particularly complex, it may take longer to review your complaint than the timeframes indicated at any particular stage above. If we think this is likely we will write to you with a revised timescale at the earliest opportunity.

We comply with the CQC Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16.- management of complaints. All patient satisfaction information is monitored through our Clinical Governance process and used to improve practice.

LONDON HEALTH AND AESTHETICS LIMITED

65, Margaret Street
London
W1W 8SP

Company number: 08518738