Refund Policy / Complaints Policy / Registered Office

RESCHEDULING/CANCELLATIONS OF CONSULTATIONS

Full Refund of Consultation fee if notice is given a minimum of 1 week before consultation.

Elite Surgical reserve the right to amend, change or cancel clinic appointment times at short notice depending on clinical or administrative needs and will not be held liable for any costs incurred.

RESCHEDULING/CANCELLATIONS OF SURGERY

  • 5.1 Rescheduling – if the Patient needs to reschedule the surgery date, unless there are extenuating circumstances an administration fee will apply as follows:
    • 0-7 days £1,000
    • 8-14 days £500
    • 2 weeks £250

    This policy does not affect the 14 day period of reflection (section 5.2)

  • 5.2 Cancellations of bookings – Elite Surgical recommend that the Patient considers all aspects of the procedure for at least 14 days after the Consultation with the Surgeon. For up to 14 days following the Consultation, should the Patient wish to cancel the procedure, the deposit and any monies paid for the procedure are fully refundable, with the provision that the Company has been notified by recorded or guaranteed post to,The Elite Surgical Limited, The Oakley, Kidderminster Road, Droitwich, Worcestershire, WR9 9AY. The Company reserves the right to retain any recoverable costs incurred for arranging transport/travel. After the 14-day period of reflection, the following monies would be retained/payable to defray some of the costs incurred:
    • Cancellations made over 2 weeks prior to surgery date – 25% of the total cost
    • Cancellations made 8-14 days prior to date of surgery – 50% of the total cost
    • Cancellations made 7 days or less prior to and including date of surgery – 75% of the total cost
    • Cancellations made within 48 hours prior to date of surgery – 100% of the total cost
  • 5.3 Cancellations for medical reasons
    • Cancellations necessary due to previously unknown medical conditions will be rescheduled where possible. If after reasonable consideration the indicated medical condition prevents rescheduling of the procedure, then refund of the monies paid will be given in full to the patient.
    • Cancellations due to pre-existing medical conditions which were known by the Patient but undisclosed prior to booking the Procedure will be refunded in line with section 5.2 of this contract.
    • If the procedure is abandoned intra-operatively due to unforeseen medical conditions, Elite Surgical will retain sufficient monies to cover the costs incurred by the Company as reasonably deemed fit and in accordance with these terms and conditions
  • 5.4. Pre-booked appointments for cosmetic or other surgery may be cancelled at any time prior to Consultation and will receive a full refund including the deposit. Cancellations after the Consultation will be refunded in line with section 5.2 above. This does not apply to minor surgery procedures.
COMPLAINTS POLICY Written complaints may be sent to Elite Surgical at Elite Surgical Ltd, The Oakley, Kidderminster Road, Droitwich, Worcestershire, WR9 9AY or by e-mail at carolyn.andrews@elitesurgical.co.uk. Verbal complaints may be made by phone to 07474112263. Receiving Complaints:  Complaints received by telephone or in person need to be recorded and the following facts taken / information given:-
  • The facts of the complaint
  • The complainant’s name, address and telephone number
  • The relationship of the complainant to Elite Surgical
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by E mail so that the complaint is recorded in the complainant’s own words.
Stage One A complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the registered manager within one week. On receiving the complaint, Elite Surgical records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. Complaints should be acknowledged by the person handling the complaint within two working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within 20 working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation and any steps implemented to avoid further similar complaints. Stage Two If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Management Board, chaired by Mr Sultan Hassan. The request for Board level review should be acknowledged within two working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. The appointed management board member may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening. Ideally complainants should receive a definitive reply within 20 working days. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.
REGISTERED OFFICE: Business Name : Elite Surgical Ltd (Registered in England, 07597100) Registered Office: The Oakley, Kidderminster Road, Droitwich, Worcestershire, WR9 9AY, UK Member of FSB (Federation of Small Businesses) Email:- info@elitesurgical.co.uk All data is held in full compliance of UK Data Protection legislation