Tongue-Tie Policies

Refund & Cancellation Policy

Appointments are typically offered at short notice and are in high demand. Once an appointment is accepted, it is reserved exclusively for your family and is no longer available to others.

Payment is required within 24 hours of booking via bank transfer. If payment is not received within 24 hours, the appointment will be cancelled and offered to another family.

Cancellations made with less than 24 hours' notice are non-refundable.

In exceptional circumstances (for example, hospital admission), an alternative appointment will be offered where possible.

In the unlikely event that I need to cancel your appointment, an alternative date and/or a full refund will be provided.

Confidentiality

During some appointments, I may audio record my assessment and verbal recommendations. This enables me to focus fully on your care while maintaining an accurate clinical record.

Any recording will be transcribed within 48 hours and permanently deleted thereafter.

Your information will be treated as confidential and will only be shared where necessary for safety, legal compliance, regulatory investigation, or independent governance review.

Data Protection & Privacy

As a CQC registered practitioner, I am registered with the Information Commissioner's Office (ICO) and comply with UK GDPR and the Data Protection Act 2018.

I collect and store personal information necessary to provide safe and effective care. This may include identifying information, medical history, clinical findings, treatment records, and communication relating to your care.

Records may be held securely in digital or written format with appropriate safeguards in place.

I do not sell personal data to third parties and do not share information for marketing purposes.

You have the right to request access to your records, request correction of inaccurate data, and raise concerns about how your data is handled.

Feedback & Complaints

Client feedback surveys are administered independently by Clinical Governance Support (CGS), ensuring transparency and impartiality.

Complaints Procedure

Step 1 – Raise Your Concern: Please contact me directly in writing (email preferred). I will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days.

Step 2 – Independent Review: If unresolved, the matter may be referred to Clinical Governance Support (CGS) for impartial investigation. Further information is available at www.clinicalgovernance.uk.

Where appropriate, concerns may also be raised with the Care Quality Commission (CQC).

All complaints are handled confidentially and in accordance with UK data protection legislation.

Clinical Governance & Audit

I work in partnership with Clinical Governance Support (CGS), who provide independent clinical governance oversight.

This includes independent review of complaints or incidents, external audit of clinical records by a registered healthcare professional, and ongoing governance support.