Privacy Policy, Terms & Conditions and Complaints
Privacy Policy
Bookings
At Birth, Baby & You, we are committed to maintaining the trust and confidence of our visitors to our website. Here you’ll find information on how we treat data that we collect from visitors to our website.
Please read this Privacy Policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this policy.
Visitors to our website
When someone visits birthbabyandyou.co.uk, we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour on the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. You can find more information on how cookies are used on this website in the Cookies Policy below.
If we do want to collect personally identifiable information through our website, we will be upfront about this. We will make it clear when we collect personal information and will explain what we intend to do with it.
Links to other websites
This privacy notice does not cover the links within this site linking to other websites. Those sites are not governed by this Privacy Policy, and if you have questions about how a site uses your information, you’ll need to check that site’s privacy statement.
Collection of information
We collect personally identifiable information, like names, email addresses, etc, when voluntarily submitted by our visitors. The information you provide is used to fulfil your specific request. This information is only used to fulfil your specific request, unless you give us permission to use it in another manner, for example to add you to our mailing list.
Distribution of information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or (2) trying to protect against or prevent actual or potential fraud or unauthorised transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.
Access to your personal information
You are entitled to access the personal information that we hold about you and request that we correct or delete this information. Please email your request to our data protection officer using our contact details.
Changes to this privacy policy
We keep our Privacy Policy under regular review. This Privacy Policy was last updated on 9 August 2020.
Cookies Policy
We use a system of classifying the different types of cookies which we use on the website, or which may be used by third parties through our website. The classification was developed by the International Chamber of Commerce UK and explains more about which cookies we use, why we use them, and the functionality you will lose if you decide you don’t want to have them on your device.
What is a cookie?
Cookies are text files containing small amounts of information which are downloaded to your personal computer, mobile or other device when you visit a website. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognises that cookie. Cookies are useful because they allow a website to recognise a user’s device.
How long are cookies stored for?
Persistent cookies – these cookies remain on a user’s device for the period of time specified in the cookie. They are activated each time that the user visits the website hat created that particular cookie.
Session cookies – these cookies allow website operators to link the actions of a user during a browser session. A browser session starts when a user opens the browser window and finishes when they close the browser window. Session cookies are created temporarily. Once you close the browser, all session cookies are deleted.
Cookies do lots of different jobs, like letting you navigate between pages efficiently, remembering your preferences, and generally improving the user experience.
You can find more information about cookies at www.allaboutcookies.org and www.youronlinechoices.eu.
Cookies used on this website
A list of all the cookies used on this website by category is set out below.
Strict necessary cookies
These cookies enable services you have specifically asked for. These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website.
Performance cookies
These cookies collect anonymous information on the pages visited. By using this website, you agree that we can place these types of cookies on your device.
These cookies collect information about how visitors use the website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works.
T&Cs
Bookings
Please ensure that the information you give is as accurate and up-to-date as possible.
Cancellations
Appointments are in high demand; once booked, other often desperate parents are turned away. Therefore once booked, refunds on appointments will not be given, unless on medical grounds (proof of this will be required and then of course a full refund, or alternative appointment date will be offered). If you have managed to get a sooner appointment with another practitioner, you are welcome to use our appointment as a valuable follow up – I am sure I will have much to add to support you with the care and feeding of your new baby. If I have to cancel your appointment, due to illness or unforeseen circumstances you will of course be offered an alternative appointment or a full refund.
Babies 6-9 months and over 9 months
We are unable to assess or perform a release on babies over 9 months of age. If your baby is between 6-9 months of age and has opposing teeth we will be unable to assess or perform a release.
Photos and Images prior to your appointment
We require a photograph and videos of baby’s possible tongue-tie prior to appointments.Complaints
Birth Baby & You strives to provide the best possible service for our clients. However, we recognise that sometimes you may feel that we have not met your needs. If you have any complaint or concern about the service you have received from any of the Birth, Baby and You team, you are entitled to ask for an explanation. We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation. Complaints are dealt with in the first instance by Dee Bell in conjunction with advice from her indemnifier (Hiscox) and professional body (Royal College of Nursing).
Dee Bell will:
- Listen to your complaint or concern
- Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice
- Improve the service however possible
How to make your complaint
Any concerns can be raised initially directly during consultations or by phone. If your problem is not resolved in this way and you wish to make a complaint, please do so as soon as possible. Please make your complaint in writing to Dee Bell by emailing admin@birthbabyandyou.co.uk Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and have no effect upon the level of treatment and care that you receive. If you would prefer a family member, friend, or advocate to make the complaint on your behalf, they may do so. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your written consent.
What happens next?
Your complaint will be acknowledged within two working days of receiving it. If no-one is available to respond at the time of the complaint, you will be informed by an out of office response and it will be dealt with as soon as possible. Dee Bell aims to make a full response to you within the next 21 working days. During that time an investigation will seek to find out what has happened and whether there is any action that can be taken to put things right.
Dee Bell will:
- Examine what has happened and what went wrong
- Make it possible for you to discuss the problem face to face, if you would like this
- Keep you informed of progress if further action is needed
- Identify what we can do to make sure that problem does not happen again
- Seek an external review if necessary
- Make sure you receive an apology if there has been a failure on our part
