Refund and Cancellation Policy

Cancellation policy

24 hours notice is required for cancellation of any appointment or class. Missed sessions without the appropriate notice will be charged 50% of the appointment fee.

Refund policy

All Pilates appointments and Classes at White House Pilates are pre-paid sessions. Refunds are at the discretion of White House Pilates, however all bookings are valid for a minimum of 6 months from receipt of purchase so refunds should not be required.

PRIVACY POLICY

White House Pilates is part of The White House Physio and is committed to protecting your privacy.

Our privacy policy indicates to you what information we collect about you and how we use it. This privacy policy is only applicable to content that resides on whitehouse-clinic.co.uk.

White House Physio and White House Pilates is not responsible for the content and your privacy on web sites external to that of whitehouse-clinic.co.uk

When you fill out the forms on the whitehouse-clinic.co.uk web site, we store the data you send us. We use this information to improve customer service and for marketing purposes.This data is NOT passed on to any third party organisations and resides in secure web-based database.

Your Consent To This Agreement

By accessing the content on whitehouse-clinic.co.uk you consent to our legal policy and to the collection and use of information by The White House as specified above.

Further Information

If you have any further questions regarding our privacy policy please contact us directly.

COMPLAINTS PROCEDURE

The White House Clinic (WHC) are passionate about putting your care at the centre of everything we do through our focus on customer safety, care and satisfaction. Improving customer service is a key aim for our organisation and we actively encourage your feedback to ensure that you receive the right treatment at the right time whilst maintaining excellent customer service.

We are always looking at ways to improve and learn from our services to ensure that you always receive the best possible service from us.

We are open and transparent so if you are not satisfied, we encourage you to tell us. If you have any concerns whilst you are still here in the clinic then please ask to speak to the Centre Manager and they will be more than happy to assist you. Please be assured that your care and treatment will not be affected by you raising a concern.

Our complaints contact details:

office@whitehouse-clinic.co.uk

Telephone direct line 01142632055

If you make a complaint to us, we will aim to provide you with an acknowledgement of your complaint the next working day from receipt, and to make a full response within 10 working days.

We will make the response in plain straight forward language, avoiding medical technical terminology, unless this is specifically requested as being essential. If medical technical terminology is used, an explanation will alsobe given in lay terms.

If we need more time to undertake investigations, we will inform you of this. We will explain clearly reasons for any delays in the process, together with an estimate of how long it will be before a full response can be made.

If you are still not satisfied with our response to your complaint, then you can have this escalated to stage 2 where it will be reviewed by the relevant service director.

If you feel our final response does not resolve the matter to your satisfaction, you may wish to escalate your case to Stage 3 refer your case for external adjudication. The options for this process for complaints are provided below.

Complaint’s process: further information

Complaining can be stressful, so the aim should always be to try and sort out any problems as quickly and informally as possible.

Ifyour complaint is responded to effectively when you first raise your concerns,then it is unlikely that matters will need to be escalated through stages 2 and 3.

 STAGE 1:  Complaint raised directly with Clinic or surgery where care was received

STAGE 2:  Internal review of complaint by a senior member of staff not involved with  stage 1

STAGE 3:  Independent review (CSP /HCPC / ISCAS)

Complaints – who does what?

The Chartered Society of Physiotherapy (CSP) may not be the appropriate body to deal with your complaint. It is not the regulator for the physiotherapy profession and as a result its powers are limited. The strongest sanction open to the Society is the removal of membership from an individual and/or referral to the regulator, the Health and Care Professions Council (HCPC). https://www.csp.org.uk/about-csp/contact-us/complaints-against-csp-members#FTP

Professional conduct or fitness to practise matters.

The Health and Care Professions Council (HCPC,) as the regulatory body, handles complaints concerning the professional conduct and performance or fitness to practice of a physiotherapy registrant. Email them at feedback@hcpc-uk.org.

If your concern refers to the professional competence of a physiotherapist, physiotherapy support worker or student you will need to contact their employer or university. They will have their own process in place and will be able to deal with any concerns you may have.

ISCAS has produced a patients’ guide with input from the Patients Association which explains how to make a complaint. This is a useful guide for patients and provides transparent guide for making a complaint. Seethe full Patients’ Guide to the ISCAS Code for more information.

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LEGAL

By accessing whitehouse-clinic.co.uk or any content found on this web site, you are deemed to have entered into an agreement with The White House Physio and to have agreed to be bound by the terms set out below:

Intellectual Property

The contents, design and underlying code of this web site remain the intellectual property of The White House Physio at all times. You may not use or reproduce or allow anyone to use or reproduce the content on this web site for any reason without written permission.

Use of Content

You may retrieve and display content from this web site, print individual pages on paper and store such pages in electronic form on your mobile telephone for your personal, noncommercial use. Except as expressly set out above, you may not reproduce, modify or in any way commercially exploit any of the content.

Any use of this website's content not specifically permitted above is prohibited. Requests for permission for other uses may be sent to The White House Physio, 3 Sandygate Park, Sheffield, S10 5TZ.

Term and Termination

The White House Physio may terminate or suspend your access to all or part of this website with or without cause by delivering notice to you.

Changes to the Site

The White House Physio reserves the right to suspend, change, modify, add or remove portions of this web site at any time and to restrict the use and accessibility of the web site.

No Warranty, Disclaimer of Liability & Indemnity

The White House Physio makes no warranty concerning the content, products and services available on this web site. In no event will The White House Physio or its suppliers be liable for direct, special, incidental, or consequential damages (including, without limitation, damages for loss of business profits, business interruption, loss of business information or other pecuniary loss) arising directly or indirectly from the use of (or failure to use) or reliance on this web site. The White House Physio does not guarantee the accuracy, content, or timeliness of the products and services available on this web site.

Force Majeure

The White House Physio and its suppliers will not be liable for any delay or failure in performance or interruption of the delivery of the content on this web site resulting directly or indirectly from any cause or circumstance beyond its or their reasonable control,including but not limited to failure of electronic or mechanical equipment or communication lines, telephone or other interconnect problems, computer viruses,unauthorised access, theft, operator errors, severe weather, earthquakes or natural disasters,strikes or other labour problems, wars, or governmental restrictions.

Governing Law & Jurisdiction

This legal policy is governed by English law. The parties agree that the courts of England shall have exclusive jurisdiction to settle any dispute which may arise out of, under, or in connection with these Terms or the legal relationship established by them, and for those purposes irrevocably submit all disputes to the jurisdiction of the English courts.

For the exclusive benefit of The White House Physio shall retain the right to bring proceedings as to the substance of the matter in the courts of the country of your residence or, where these terms are entered into in the course of your trade or profession, the country of your principal place of business.

Registered Company Address

The White House Physiotherapy. The White House Clinic, 3 Sandygate Park, Sheffield S10 5TZ.