Complaints & Data Concerns

At Phoenix Osteopathy Ltd, we take complaints and concerns seriously. If you are unhappy with any aspect of how we have handled your personal information, or if you have a concern about privacy, confidentiality, or data protection, please contact us and we will investigate the matter.

This page applies to complaints about how we collect, use, store, share, or protect personal information through our clinics, websites, and related services. It covers both Phoenix Osteopathy and Beaconsfield Health Hub, which are trading names of Phoenix Osteopathy Ltd.

How to make a complaint

If you have a privacy or data protection concern, please contact us using the details below:

 

Phoenix Osteopathy Ltd.

Beaconsfield Health Hub

The Old Barn,

Windsor End,Bucks

HP92JJ

Email: privacy [@] beaconsfieldhealthhub.com

Telephone: 01494623202

 

Please include as much detail as possible so we can understand and investigate your concern properly. Helpful information may include:

• your full name and contact details;

• which clinic or website your concern relates to;

• a summary of what happened;

• dates or approximate dates;

• copies of any relevant emails, messages, or documents;

• what outcome you are seeking.

What happens next

When we receive a privacy or data protection complaint, we will log it and review the details. We will acknowledge receipt of your complaint within 30 days of receiving it.

We will then take appropriate steps to investigate the issue, which may include reviewing records, checking correspondence, speaking with relevant staff or clinicians, and asking you for further information if needed. We will keep you informed where appropriate and tell you the outcome of your complaint without undue delay.

Possible outcomes

Depending on the issue, we may:

• explain what happened and clarify our position;

• correct inaccurate information;

• update or restrict the way we use your data where appropriate;

• apologise and take steps to prevent the issue happening again;

• explain why we are unable to do what you have asked, where the law allows us to refuse or limit a request.

  If you are still unhappy

   

  We hope to resolve concerns directly and fairly. However, if you remain unhappy with our response, you have the right to complain to the Information Commissioner’s Office.

  The ICO’s website explains how to make a complaint and what information you may need to provide. In most cases, the ICO expects you to have complained to the organisation first and to have given it a chance to respond.

  You can contact the ICO here:

  • Make a data protection complaint to the ICO
  • Telephone: 0303 123 1113

  Other service complaints

   

  If your complaint is about your treatment, customer service, fees, cancellations, or another non-data issue, you can still contact us using the same email address and we will direct it to the appropriate person. Where necessary, we may handle the complaint under a separate clinic complaints procedure.