Privacy & Complaints Policy



To facilitate your treatment and to evaluate and improve the services we provide, we (as your clinic) wish to collect, hold and process a variety of personal data about you by means of the “Consentz” service, further details of which are set out below. If you consent to us doing so, please click on the accept button when you agree the terms.
This statement provides more information about the types of information we will hold, the types of things we will do with it, who will have access to it and how you can exercise your rights in respect of it.


We are your data controller for the purpose of the personal data we collect. Our details are as follows:
Our Name, Address and Registered Number:
The Facial Aesthetic Skin Clinic (The Face)
15, Radford Way
CM12 0AA

The Processing

Data to be Processed
The personal data to be processed is as follows:
Contact Details
Date of Birth
Next of Kin
Emergency Contact
Contact Preferences – email/SMS/push notifications
Method of Receiving Appointment Reminders
Medical Information and records relating to the treatment being undertaken

Purpose for which the personal data are intended to be processed:
The personal data collected from you will be used for the purpose of:
Facilitating, administering and recording your current, and any future treatment by us or third party practitioners, including General Practitioners and Consultants
To evaluate and improve the services provided by the clinic
Being provided on an anonymised basis to Consentz to allow it to evaluate and improve the services
Providing you with information, from time to time, about the products and service we offer using the contact channels agreed by the means of the contact preferences mentioned above.

Basis for Processing
The processing is being given on the basis of your explicit consent (as given by means of you clicking to “accept”our processing your data on the Consentz service).
Once collected we will also retain (and process) your personal data for the purpose of establishing, excising or defending claims.

Persons with whom we may share your data
In general, access to personal data will be restricted to those who have a need to access it in order to carry out their duties (for example, our medical staff and reception team)
We will also share your personal data with the following external third parties one some circumstances;
Medical regulators such as the GMC and government authorities such as HMRC or the police, if we are required to do so by law or if the regulator or authority requests it and we regard that request as reasonable
Our insurers, legal advisors or other third parties who need access to it in the context of managing, investigating or defending claims or complaints andConsentz Ltd (a company registered in England Wales under company number 08294329, whose registered office is at 5 Margaret Road, Romford, Essex RM2 5SH) who provide us with this service by which your personal data are stored and processed.

Period for which personal data will be stored;
6 years

Your Rights (with effect from 25th May 2018)

The law gives you certain rights in respect of the personal data that we hold, which you should be aware of:
You have the right to obtain from us, without undue delay, the rectification of any inaccurate personal data concerning you
Taking in to account the purposes of the processing, you shall also have the right to have incomplete personal data completed, by means of supplying a supplementary statement
You have the right to require us to erase your personal data without undue delay on certain grounds (including where they are no longer necessary for the purpose for which they were collected or where you withdraw your consent and there is no other legal grounds for the processing)
You have the right to require us to restrict the processing of your personal data on certain grounds (including where you contest the accuracy of the personal data, the processing is unlawful, but you request a restriction of the processing rather than the erasure, or we (as controller) no longer need the data for the purposes of the processing, but you require them to establish, exercise or defend legal claims)
You have the right to withdraw your consent at any time (to do so please email us at please note that if you do so, then all personal data (other than that required to be kept to enable us to establish, exercise or defend legal claims) will be immediately deleted.
Should you have any complaints or issue with our treatment of your personal data, you may lodge a complaint with the Information Commissioners Office (
You have the right to request a copy of any personal data held by us. The first copy will be free of charge, but we reserve the right to charge a small fee for additional request Providing your personal data is not obligatory, but not doing so may mean that we cannot commence or continue with your treatment



The Face strive to provide high quality services that are safe and effective, should we not meet this, we are committed to resolving issues or concerns about the service toensure the patient is satisfied. We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver. This policy outlines the commitment to treat all complaints and concerns about the service provided. Information about the complaint process is available to all patients so that are able to raise any concerns. The policy applies to complaints made against services or staff at The Face.


Complaints can be made either by phone or in person, by email or in writing.  Christina Cope has ultimate responsibility to ensure that complaints are dealt with effectively.  Details of the complaint will be recorded and kept on file.


There is a two-stage process:

Stage 1 Local Resolution:

Complaints of a non-medical nature will be handled in their entirety by the Christina Cope or Karen Keal.

In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s team. The objective of this is to provide an explanation or a solution to your concerns. Our aim is to provide you with a full written response within 14 working days or where this is not possible, an explanation as to the cause of the delay.

Stage 2 – Independent Review

If you are dissatisfied with the response you have the option to escalate your complaint to the Independent complaints Service


The complaint will be kept on file/ database and maintained to include all details of the investigation and outcome by the manager.

The Face will hold a comprehensive record of any investigations including correspondence such as emails, letters and telephone discussions with time and date stamps where possible.