1.1 Will Perfect Balance Clinic contact me for marketing purposes?
This website operates an e-newsletter service, used to inform subscribers about products, services and offers supplied by Perfect Balance Clinic.
Automated subscription: Users can subscribe to the e-newsletter by choosing to ‘opt into’ the service – this is at their own discretion.
Manual subscription: Some subscriptions may be manually processed through prior written agreement with the user.
Subscriptions are taken in compliance with UK Spam Laws detailed in the Privacy and Electronic Communications Regulations 2003. All personal details relating to subscriptions are held securely and in accordance with the Data Protection Act 1998. No personal details are passed on to third parties not shared with companies/people outside the company that operated this website. You have a right to request a copy of personal information held about you by this website e-newsletter service – see section 3.6 for details.
1.1.2 Email marketing campaignspublished by this website or its owners:
They may contain tracking facilities within the actual email. Subscriber activity is tracked and stored in a database for future analysis and evaluation. Such tracked activity may include: the opening of emails, forwarding of emails, the clicking of links within the email content, times, dates, and frequency of activity in addition to other activities. This information is used to refine future email campaigns and supply the user with more relevant content based around their activity.
In compliance with UK Spam Laws, the current Data Protection Act and the future General Data Protection Regulations, subscribers are given the opportunity to unsubscribe at any time through an automated system in addition to being able to change their subscription option when they visit our clinic via our ALICE client registration system. The ‘unsubscribe’ process is detailed at the footer of each email campaign. If an automated ‘un-subscribe’ system is unavailable, clear instructions on how to ‘un-subscribe’ will be detailed instead.
This website may contain sponsored links and adverts. These will typically be served through our advertising partners, to whom may have detailed privacy policies relating to the adverts they serve.
1.1.4 Social Media Platforms:
Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.
Users are advised to use social media platforms wisely and communicate/engage upon them with due care and caution in regards to their own privacy and personal details. This website nor its owners will ever ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact us through primary communication channels such as by telephone or emailing us directly.
This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.
1.1.5 Shortened Links in Social Media:
This website and its owners through their social media platform accounts may share web links to relevant web pages. By default some social media platforms shorten lengthy URLs e.g. https://twitter.com/pbclinic may be shortened to http://bit.ly/1Mm4ryT
Users are advised to take caution and good judgement before clicking any shortened URLs published on social media platforms by this website and its owners. Despite the best efforts to ensure only genuine URLs are published many social media platforms are prone to spam and hacking and therefore this website and it’s owners cannot be held responsible or liable for any damages or implications caused by visiting any shortened links.
1.2 What happens if I am under the age of 18?
If you are aged 18 or under, please obtain your parent/guardian’s permission before you provide any personal information to Perfect Balance Clinic. If you are under 18 and would like to register to receive products or services from us we will need consent from your parent/guardian before you can use some of our services. You will be informed of this requirement as appropriate.
1.3 How long will Perfect Balance Clinic keep my information?
1.4 Can I ask Perfect Balance Clinic to delete my information?
You can always ask for your personal information to be deleted from our records. As explained in section 3.3, deleting your information will erase any personal information that we hold about you and it will mean that the data we hold about how you have used our products/services will be made anonymous.
Asking for your client records to be deleted will not update your marketing preference stored with Perfect Balance Clinic. We will continue to keep your marketing preferences so that we can manage that service and tell you about future offers or products you might like. You can always choose to ‘opt out’ of this service if you would prefer not to be kept updated.
1.5 Can I find out what personal information Perfect Balance Clinic has about me?
Under the current Data Protection Act and the new General Data Protection Regulations (May 2018), you have the right to request a copy of the personal information that Perfect Balance Clinic holds about you and to have any inaccuracies corrected. Please note that there will be a charge of £10 for information requests where the requests are considered to be manifestly inaccurate or excessive. All requests must be made by completing the following Subject Access Request Form (Letter Template Form for making a Subject Access Request).
We also require you to prove your identity with two pieces of approved identification, to ensure that the request is a genuine request. These can be:
Utility bill/Bank Statement/Rent book (from the last 3 months)
Current vehicle registration document
We will use reasonable efforts consistent with our legal duty to supply, correct or delete personal information about you on our files. If the information we hold about you is wrong, we strive to give you ways to update it quickly or request for it to be deleted – unless we have to keep that information for legitimate business or legal purposes.
We aim to maintain our products and services in a manner that protects information from accidental or malicious destruction. Because of this, after you request for information from our products or services, we may not immediately delete residual copies from our active servers and may not remove information from our back up systems until we can verify that this was a genuine request.
Copyright 2018 Perfect Balance Clinic Ltd. All rights reserved.
Perfect Balance Clinic Ltd | Registered Office Pallidium House, 1-4 Argyll Street London | Registered in England and Wales 06925401
Data protection contact:
Last updated: February 2018
Here at Perfect Balance Clinic we take your privacy seriously and will only use your personal information to administer your account and to provide the products and services that you have requested from us. We are committed to protecting your and your family’s personal information when you are using any of our services. The Privacy and Cookies Policy relates to our use of any personal information we collect from you via the following services:
Any Perfect Balance Clinic Website that links to this Privacy and Cookies Policy
Social media or official Perfect Balance Clinic content on other websites
It also relates to our use of any personal information you provide us by phone, SMS, email, in letters and other correspondence and in person. Perfect Balance Clinic works hard to safeguard your personal information. Whenever you provide such information, we are legally obliged to use your information inline with all applicable laws and regulations concerning the protection of personal information including the current Data Protection Act 1998 and the General Data Protection Regulations introduced in May 2018. In order to provide you will a full range of products and services, we sometimes need to collect information about you. You can trust us with your information - we have created this policy to help you understand what data we collect, how we collect it, what we disclose and how we use, store and transfer it.
Our Privacy Commitments:
For as long as we keep your data we will work with you to keep it up to date and we will protect it with the appropriate security and safety measures
We will be as transparent as we can with you on what personal data we collect, how we use it and how it will be processed
Remember you can email us at firstname.lastname@example.org to update your privacy preferences, alternatively, you can change your settings via our reception team or using our ALICE system, located in the reception area of any one of our clinics. If you have any questions at all about our privacy or cookies policy you can contact us 24 hours a day, 7 days a week at email@example.com. These policies apply to:
All visitors to our website
All prospective job applicants
All clients who use our products or services
Sports massage and therapy
Podiatry and foot clinics
Laser and shockwave therapy
Bespoke pregnancy, corporate and athlete services
We are recognised by all major insurers and all our therapists are covered by private health insurance policies.
1.1 Compliance with Regulatory Authorities:
We regularly review our compliance with our Privacy and Cookies Policy. When we receive formal written complaints, we will contact the person who has made the complaint to follow up. We will also work with the appropriate regulatory authorities, including local data protection authorities such as the Information Commissioner's Office (ICO) to resolve any complaints regarding the transfer of personal data. As a Data Controller who is processing personal information and who meets certain criteria, we are registered with the ICO. You can click here to view our registration details.
2.0 Compliance with Data Protection:
2.1 What information we collect about you:
We collect information to provide better products and services to all our service users. We collect information in the following ways:
The information you give to us: Many of our services require you to provide us with personal information as part of our client registration, appointment booking or marketing processes. When you sign up to receive any of our products or services we will ask you for information such as your name, email address, residential address or telephone number.
The Information we get from your use of our services: We collect information about the services that you use and how you use them, like when you visit one of our clinics or visit a website that uses our advertising services or view and interact with our ads and content.
The types of personal information we use may include:
Personal details such as names, addresses, telephone numbers
Family details for example next of kin
Services, for example, details of services accessed or offered by providers
Lifestyle and social circumstances
Physical and/or mental health details
Visual images, personal appearance, and behaviour, for example if CCTV images are used as part of building security
Details held in the client's records, where we hold or manage the clients' records
Responses to surveys, where individuals have responded to surveys sent by Perfect Balance Clinic
Our legal basis for collecting and processing this data is because you have either given us consent to process this data as part of the provision to you of the services purchased by you or because the processing of your data is necessary for a contract we have with you. All sensitive data is encrypted and stored securely using industry-standard data encryption, multiple layers of firewalls are in place, and we perform regular security audits.
2.1.1 Information for job applicants and employees:
Racial and ethnic origin
Trade union membership
Religious or similar beliefs
Employment tribunal applications, complaints, accidents, and incident details
Criminal Offence data (including alleged offenses), criminal proceedings, outcomes, and sentences
This information will generally relate to our job applicants (if successfully offered a position with us) and our employees, this is covered by the Privacy Notice for Employees, or for those health professionals we manage.
Our legal basis for collecting and processing this special category data is because the processing of your data is necessary for a contract we have with you and our additional special condition for processing this special category data is that it is necessary for the purposes of carrying out the obligations and exercising specific rights of the controller or of the data subject in the field of employment and social security and social protection law in so far as it is authorised by Union or Member State law or a collective agreement pursuant to Member State law providing for appropriate safeguards for the fundamental rights and the interests of the data subject. All sensitive data is encrypted and stored securely using industry-standard data encryption, multiple layers of firewalls are in place, and we perform regular security audits.
2.1.2 Personal information from you about others:
Through your use of our services, we may also collect information from you about someone else, such as friend referrals. If you provide Perfect Balance Clinic with personal information about someone else, you must ensure that you are authorised to disclose that information to Perfect Balance Clinic and that, without Perfect Balance taking any further steps required by applicable data protection or privacy law, Perfect Balance may collect, use and disclose such information for the purposes described in this Policy. This means that you must take reasonable steps to ensure that the individual concerned is aware of and/or consents to the various matters detailed in this Policy, including the fact that their personal information is being collected, the purposes for which that information is being collected, the intended recipients of that information, the individual’s right to obtain access to that information, Perfect Balance Clinics’ identify, and how to contact Perfect Balance. Where requested to do so by Perfect Balance Clinic, you must also assist Perfect Balance Clinic with any requests by the individual to access or update the personal information you have collected from them and passed on to us for the service.
2.2 How we use the information we collect about you:
Your information may be used to:
Check and report internally how effective Perfect Balance and the products and services we offer has been
Investigate complaints, legal claims or important incidents
Make sure Perfect Balance Clinic continues to meet our clients needs both now and in the future
Review the care provided to make sure that this continues to be of the highest possible standard
Manage specialised services that Perfect Balance Clinic provides through third parties
We may keep your information in written form or on a computer. Whenever possible all information that identifies you will be removed. Our legal basis for collecting and processing this information is our legitimate interests in knowing more about our clients or it is necessary for a contract we have with you. Perfect Balance Clinic is a Data Controller for the TM2 System; provided by our third party processor (TM2). This system holds personal health-related data of all clients registered with our clinics. Our legal basis for collecting and processing health-related information obtained from our clients (special category data) is because the processing of your data is necessary for a contract we have with you and our additional special condition for processing this special category data is that it is necessary for the provision of health or social care or treatment. For more information please contact firstname.lastname@example.org
2.2.1 Sharing your information:
There are a number of reasons why we may share your information. This can be due to:
Our obligations to comply with current legislation
Our duty to comply with a Court Order
You have consented to disclose
To read more about our Frequently Asked Questions, please click here.
4.0 Information Security:
We are committed to protecting Perfect Balance Clinic and our service users from unauthorised access to or unauthorised alteration, disclosure or destruction of information that we hold. We do this through:
Encryption of many of our services using SSL
We review our information collection, storage, and processing practices, including physical security measures, to guard against unauthorised access to systems
We restrict access to personal information to Perfect Balance employees, contractors, and agents who need to know the information in order to process it for us and who are subject to strict contractual confidentiality obligations. They may be disciplined, their contract terminated or appropriate legal action taken if they fail to meet these obligations.
Our induction process and regular training ensure that all our employees are aware of their responsibilities and best practice guidelines; ensuring the necessary safeguards and appropriate use of person-identifiable and confidential information. Under the Perfect Balance Code of Conduct, all our employees are also required to protect your information and inform you of how your information will be used. This includes, in most circumstances, allowing you to decide if and how your information can be shared. Everyone working in Perfect Balance Clinic is subject to the common law duty of confidentiality. Information provided in confidence will only be used for the purpose advised and consented to by the service user, unless it is required or permitted by the law.
5.0 Accessing Perfect Balance Clinic Website from outside the UK:
Perfect Balance Website is published in the UK by Perfect Balance Clinic at PerfectBalanceClinic.co.uk. The international version of the website, PerfectBalanceClinic.com, is made available to international users accessing the website outside the UK by Perfect Balance Clinic. All personal information submitted by users outside the UK will be processed in accordance with this Privacy and Cookies Policy.
6.0 Transparency and choice:
People have varying privacy concerns and our goal is to be as clear and transparent as possible with regards to the information we collect so that you can make choices about how this is used. You can:
Adjust/update your preferences with regards to how we market our products and services to you by contacting email@example.com
Set your browser to block all cookies, including cookies associated with our services or to indicate when a cookie is being set by us
8.0 Contacting Perfect Balance Clinic:
Copyright 2018 Perfect Balance Clinic Ltd. All rights reserved.
Terms and Conditions
Perfect Balance Clinic values the views of all clients, and welcomes comments and suggestions from our clients. We endeavour to provide a service of the highest standard at all times, in relation to service delivery and our commitment to work in partnership with our clients, to deliver their healthcare in a way that meets their needs.Our company director will ensure all comments and suggestions are communicated to the lead clinician and produce a quarterly and annual report for The Board of Directors. Our company director is the key contact for our clients to deal with any problems that may arise, including client complaints.A formal complaints policy is available to all clients upon request. Below is an outline of our complaints policy.
Clients are encouraged to give their feedback, at times when clients wish to make a complaint; the process will be managed by the company director. If a client raises a matter of concern with a member of staff, the members of staff should advise the client of the complaints policy and direct the client to the company director. When the company director is on planned or unplanned leave alternative arrangements will be made to manage the complaints procedure.
Clients are advised to address their complaint in writing to Perfect Balance Clinic David Lloyd Hatfield Mosquito Way Hatfield Herts Al10 9AX
All complaints will receive written confirmation within two working days upon receipt of the complaint, outlining the stages of the investigation.
A full response will be made in writing within 20 days of receipt of the complaint, outlining the investigation process, steps taken and outcomes and actions taken following the investigation of the complaint.
All complaints will be investigated by the company directors, with an investigation report to be presented to The Board of Directors. Complaints will be correlated with the annual results of the client satisfaction survey, to enable the directors to review and assess service delivery and the views of our clients.
Perfect Balance Clinic acknowledges complaints as a serious matter, and is committed to rectify areas that may cause concern or dissatisfaction for our clients.
A summary of complaints and the outcomes will be presented at team meetings, to ensure relevant areas of concern, action taken, and changes in practice as a result of the complaint investigation, are communicated to all members of staff and associates.
A parent or legal guardian present will need to be present during all appointments, unless prior written confirmation has been provided to the clinic.
payment must be made in advance of treatment for all services unless you have an exclusive account with us. Payment must be made in advance for all running clinic sessions and some group sessions that we offer
Late payments policy
please note that with effect from 1 June 2015, late payment of invoices (30 days after treatment) will be subject to an additional charge on the following basis: £10 for appointments in our Hertfordshire, Bedfordshire or Cambridgeshire clinics and £15 for appointments in our London clinics
Offers and promotions
All offers and promotions cannot be exchanged for any cash value. The promotion and offer or voucher should only be used by the intended person and as such we may ask for ID proof from the person producing the voucher to verify they are the recipient. Promotions and offers cannot be shared between individuals.All vouchers unless otherwise dated are to be used within 1 year of their receipt or known release from the clinic to an event or promotion.All offers and promotions may be subject to special arrangements or exclusions and Perfect Balance Clinic reserve the right to offer ‘introductory’ sessions to specific practitioners which may exclude some self-employed practitioners and the company directors. Where possible a full list of who the offer applies to can be provided in writing prior to your appointment.
Refund and cancellation policy
24 hours notice is required for cancellation of appointments, otherwise a full charge will be incurred. Missed sessions without the 24 hours notice will be fully chargeable, as if intended. For refunds of equipment purchased equipment must be returned (unopened, unused and not damaged) within 14 days of purchase with proof of purchase.
Using your Private Medical Insurance Policy
If you are planning to use private medical insurance (pmi), please contact your insurer as soon as possible and before your first Perfect Balance appointment to ensure you meet the terms of your policy.The procedures of insurance companies differ and some require the policyholder/patient to obtain a GP referral before they grant authorisation to commence treatment. Most private medical insurers cover osteopathy, physiotherapy and podiatry but other treatments, eg sports massage, pilates and rehab will not be covered. Please check the terms of your policy with your insurer.Naturally, if you are in pain you wish to be treated as quickly as possible and we wish to offer the earliest available appointment to start you on the road to recovery. However, please be aware that insurance authorisation can not necessarily be applied retrospectively. Please tell us when you book your first appointment that you intend to use pmi to claim for your treatment. In order to book your appointment with an appropriate practitioner, we need to know which insurance company it is.We need you to provide us with the following:
Name of insurance company
Policy or Membership number
Claim reference/Authorisation code for this course of treatment
Which part of the body (eg left shoulder, lower back, etc)
Number of sessions/budget authorised
Details of any Excess due
Some insurers do not cover the full fees for treatment. Once we have your authorisation details we can invoice at the fee agreed by Perfect Balance with your insurer. Until we receive the authorisation details we will invoice at our standard rates and you may be liable for the costs.We will send your invoices to your insurance company directly for payment once we have all the details. Your insurance company may inform us that the invoices are your liability, for example, due to excess, shortfall, benefit limit exceeded. In this case, please settle your account with Perfect Balance within 30 days of notice.Your practitioner may recommend an alternative treatment to speed your recovery and this may not be covered by the original authorisation. For instance, an osteopath may recommend you go on to see a physiotherapist or podiatrist or vice versa. Please check with your insurer and obtain a fresh authorisation if necessary.Sometimes it may be a simple matter of holiday cover by one practitioner for another; it is preferable for you to be treated by another practitioner recognised by your insurer so you can continue claiming. Please remind us to book you with an appropriately recognised practitioner.If you have any questions relating to your private medical insurance it is best to direct them to your insurance company in the first instance. We will do our best to assist you in the claim process.
Data Protection Policy
We take data protection seriously; please let us know of any changes to your personal data e.g. name, contact details, insurance company, person registered on account, this helps us ensure your records are kept accurate and up to date.