Policies

Privacy & GDPR (Data Protection)

I take your privacy and your baby’s information extremely seriously. All records are handled in line with the UK GDPR and Data Protection Act 2018.

How I use your information:

• To provide safe, effective clinical care
• To communicate with you about your appointments
• To maintain accurate medical records
• To meet legal and regulatory requirements

Your rights: You have the right to:

• Access the information I hold about you and your baby
• Request corrections to inaccurate information
• Ask for deletion of certain data (where legally appropriate)
• Withdraw consent for non-essential communication
• Raise concerns about how your data is being used

How your data is stored:
All information is kept securely, it is never shared without your consent (unless required for safeguarding or legal reasons), and it is stored for the legally required period.

If you would like to request access to your records or ask a question about data privacy, please contact me at: Suzanne.hiscocks@gmail.com

Refunds and Cancellations 

The outcomes of breastfeeding support and tongue-tie treatments vary for each family, so I cannot guarantee particular outcomes and therefore I do not offer refunds in these circumstances. If you need ongoing support, please reach out to me, as I am always here to help

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I understand that caring for a new baby can be unpredictable. If you need to cancel or change your appointment, please let me know as soon as possible. I currently do not take payments ahead of time, therefore there is no charge for cancellation. 

I believe seeing families promptly is important. Sometimes this isn't always possible and I reserve the right to reschedule or cancel your visit if required for example in the case of illness. If I cannot reschedule your visit for time that suits you, I will recommend other partitioners you can contact.

Complaints Procedure

I am committed to providing a safe, supportive, and professional service for all families. If you are unhappy with any aspect of your care, I encourage you to let me know as soon as possible so I can put things right.

How to make a complaint:

• Step 1: Contact me directly by email, Whatsapp or phone to explain your concern. Please indicate you wish to make a complaint.
• Step 2: I will acknowledge your complaint within 48 hours and aim to provide a full response within 25 days.
• Step 3: If you feel the issue has not been resolved with the response, I can direct you to mediation services or to complain directly to the relevant governing body. 

I take all feedback seriously and use it to improve my service. Your care will never be affected because you have raised a concern