Our Clinic’s Policies And Procedures

Prior to booking a treatment, please ensure that you have read and fully understood the terms and conditions on which Pico London provides its services.

Booking

Appointments can be booked by online, phone, email or in person. Appointments may be scheduled at shorter notice, but we recommend you schedule your appointments at least one week in advance to ensure availability of your preferred date and time.

As our doctors follow a continuous training programme, we cannot guarantee continued treatment with a specific practitioner at all times.

Rescheduling

We ask 24 hours’ notice should you wish to reschedule your appointment. We always try to accommodate all requests, but we reserve the right to deny rescheduling to clients that have changed their booking more than 3 times over the past twelve months.

Online bookings, deposit and refund policy

Our consultations are free of charge. However, we require a £50 deposit for online bookings. Cancellations can be made online, by phone, email or in person. We will refund the full deposit for cancellations earlier than 24 hours before the scheduled appointments. We will also refund the full deposit if you decide not to proceed with any treatments upon consultation. We will retain the deposit only in case of no show or for cancellations later than 24 hours before your scheduled appointment.

Cancellations

For bookings made online, please refer to the ‘online bookings, deposit and refund policy’.

For bookings made by phone, email or in person, we ask 24 hours’ notice if you are unable to attend your appointment. Should you fail to attend your booked appointment, or cancel with a shorter notice than required, we reserve the right to charge a booking deposit for future treatments.

Late arrival

Whilst we try our best to accommodate late arrivals, this may result in reduced treatment time or forfeiting of the appointment altogether. We recommend arriving five minutes before the agreed time.

Appointment preparation

Please refrain from consuming alcohol for at least 12 hours before attending your appointment. We will inform you of any specific preparation required in advance of your treatment at the time of booking. Please follow our guidance, as otherwise this may result in cancellation, reduced treatment time or extra charges.

Payments

Consultations at Pico are free of charge. Our customer service assistant or the medical practitioner will advise on the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken. Payment is taken, in full at the time of treatment. The clinic accepts cash, or major debit and credit cards and bank transfers.

Late payments: invoices that remain outstanding for longer than two weeks will be passed on to our international debt collector service partners and/or our legal advisors. Any legal costs and/or cost of the debt collection will be added to the invoice and charged to the customer.

Treatment packages

All treatments purchased as packages must be paid for in full by the day of the first treatment. Should you wish to change the treatment package after the purchase, we will try to accommodate your request. However, please note that treatment exchanges are discretionary.

Should you be unable to complete a treatment package already purchased and paid for, we will offer you a refund. This will be calculated as the total package price less any treatments either executed or cancelled with less than 24 hours’ notice.

Cooling-off period

Products and services that have been ordered can be cancelled at no penalty within the 14-day cooling-off period following the date of the order. To cancel your order please write to orders@picoclinics.com. Products: must be returned to Pico London unopened, undamaged and at your own cost;. Services: you can waive your cancellation rights by signing a form for a service to begin within the 14 day window.

Treatment suitability and refusal

Pico London’s doctors will always assess whether your desired treatment is suitable and likely to be successful for you, before carrying it out. The doctors will explain in detail the procedure, the expected effects, the risks and potential alternatives to the treatment. Our doctors reserve the right to refuse performing the treatment, should they believe it is not in the best interest of the patient from a clinical perspective.

Children

Pico London does not treat children or young adults under the age of 18.

We kindly ask to not bring children to the clinic unless they are old enough to be left unsupervised. Children will not be allowed to accompany you into the treatment rooms.

Liability

Pico London will not be liable in any forms for any economic loss (including but not limited to loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.

It is the client’s responsibility to provide Pico London with all medical details relevant to her/his clinical history and to answer faithfully to clinical questions from Pico’s doctors, prior to each treatment. Pico refuses any liability for damages that may occur as a result of the client’s failure to disclose such details.

The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Pico London regarding the care of a treated area before and after the treatment. Nothing in these terms of business shall exclude or limit Pico London’s liability for death or any personal injury resulting from Pico London’s own negligence.

Your right to complain

Pico London aims at treating all its clients with the utmost respect, fairness and compassion. Nevertheless, if you have any issues in relation to your treatment at Pico London, it is your right to lodge a complaint, either verbally, by telephone or in writing. We recommend sending us an email at complaints@picoclinics.com.

All complaints will reach Pico London’s registered manager, who will investigate the issue thoroughly and communicate with you any updates in a timely manner. For further details about our complaint policy, or should you require any assistance with making your complaint, please do not hesitate to let Pico London know, as we will be pleased to help.

What data do we collect?

Our Company collects the following data Personal identification information (Name, email address, phone number, date of birth, etc.) and medical history (illness, allergies, history of aesthetic medicine treatments).

How do we collect your data?

You directly provide Our Company with most of the data we collect. We collect data and process data when you voluntarily complete a welcome form or customer survey or provide feedback on any of our message boards or via email.

How will we use your data?

Our Company collects your data so that we can: process your order and manage your account, and maintain a record of your medical history. Our Company will not share your data with third party companies.

How do we store your data?

Our Company securely stores your data in a cloud-based reputable third-party server protected by password, firewall and automatic backup system. Our Company will keep your data for eight years. Once this time period has expired, we will delete your data permanently.

What are your data protection rights?

Our Company would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

• The right to access – You have the right to request Our Company for copies of your personal data. We may charge you a small fee for this service.
• The right to rectification – You have the right to request that Our Company correct any information you believe is inaccurate. You also have the right to request Our Company to complete the information you believe is incomplete.
• The right to erasure – You have the right to request that Our Company erase your personal data, under certain conditions.
• The right to restrict processing – You have the right to request that Our Company restrict the processing of your personal data, under certain conditions.
• The right to object to processing – You have the right to object to Our Company’s processing of your personal data, under certain conditions.
• The right to data portability – You have the right to request that Our Company transfer the data that we have collected to another organization, or directly to you, under certain conditions.

How to contact us?

If you have any questions about Our Company’s privacy policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us.

• Data controller: PICO London Ltd (‘PICO’)
• Data protection officer: Edoardo Spina, edo@picoclinics.com, 07532771727
• Pico London Ltd, Third Floor 89 Wardour Street, W1F 0UB London

How to contact the appropriate authority?

Should you wish to report a complaint or if you feel that Our Company has not addressed your concern in a satisfactory manner, you may contact the Information Commissioner’s Office, at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, phone 0303 123 1113.

Making a Complaint

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:

• Within 12 months of the incident,
• or within 12 months of you becoming aware of the matter

If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing it covers all of the necessary aspects.

Send your written complaint to:

• by email: complaints@picoclinics.com
• by post: Complaints, Pico London Ltd, 89-91 Wardour Street, W1F 0UB London

If you are dissatisfied with the outcome: you can request that your complaint be escalated to the independent complaint adjudication service (ISCAS):

• by email: info@iscas.org.uk
• by post: ISCAS, 1 King St, London, EC2V 8AU, www.iscas.org.uk

What We Do Next

We aim to settle complaints as soon as possible.

We will usually acknowledge receipt within three working days, and aim to resolve the matter as soon as possible but will give you some idea of how long that may take at the outset. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so. When the investigations are complete, a final written response will be sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been initially sent to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman (details shown elsewhere in this leaflet) if you remain dissatisfied with the response.

The “Responsible Person” at PICO is Edoardo Spina

The “Complaints Manage” at PICO is Dr. Varna Kugan

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.

Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial written complaint.

Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.