Terms & Conditions for Alice Mackintosh Nutrition
Confidentiality and Data Protection
AMNL will keep your personal information confidential and secure following the UK GDPR guidelines for the practice. AMN will not share your information with third parties without your consent. However, if AMN believes there is a risk of significant harm to yourself or another person, we may pass the information onto an appropriate authority using the legal basis of vital interest. A separate Privacy and Consent Notice is available for your review.
We aim to meet your needs with efficiency, effectiveness, fairness and courtesy by:
providing a friendly service, showing respect and sensitivity;
treating you fairly – demonstrating our commitment to equality and diversity;
recognising and responding to your particular needs;
dealing with your requests and enquiries accurately, promptly and efficiently;
respecting your confidentiality;
offering an explanation if we can’t answer your request /enquiry;
making effective use of IT services;
establishing service standards and monitoring our performance;
continuing to develop our teams’ expertise and skills; and
welcoming your feedback.
AMNL has a comprehensive customer and complaint procedure with the involvement of Alice Mackintosh, as the director of the company) to ensure the matter is resolved to the satisfaction of all parties.
If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us using our details below. We will respond to your query within 3 – 5 working days. This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.
The Nutritional Therapy Descriptor
Nutritional therapy is the application of nutrition and lifestyle medicine sciences in the promotion of health, peak performance and individual care. Registered Nutritional Therapy Practitioners assess and identify potential nutritional imbalances and understand how these may contribute to an individual’s symptoms and health concerns. This approach allows them to work with individuals to address nutritional imbalance and help support the body towards maintaining health.
Nutritional therapy is recognised as a complementary medicine and is relevant for individuals with chronic conditions, as well as those looking for support to enhance their health and wellbeing. Practitioners consider each individual to be unique and recommend personalised nutrition and lifestyle programmes rather than a 'one size fits all' approach.
Practitioners never recommend nutritional therapy as a replacement for medical advice and always refer any client with 'red flag' signs or symptoms to their medical professional. They frequently work alongside medical professionals and will communicate with other healthcare professionals involved in the client's care to explain any nutritional therapy programme that has been provided.
Alice Mackintosh Nutrition (AMN) is committed to providing a high-lever service to our clients. If you do not receive satisfaction from us we would like to genuinely resolve any matters and also continuously improve our service to clients.
Complaints Procedure
If you have a complaint, please contact Alice Mackintosh, the director of AMN.
You can write to the Director at info@alicemackintosh.com
Next steps
We will send you an email (or letter, should you prefer to be contacted by post) acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.
We will record your complaint in our Complaints Register within one working day of having received it.
We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.
We will then start to investigate your complaint. This will normally involve the following steps:
1. We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
2. We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 5 days from receiving their reply;
3. Alice Mackintosh will then invite you to meet to discuss and hopefully resolve your complaint. Alice Mackintosh will do this within 5 working days of the end of our investigation.
Within 5 days of the meeting, Alice Mackintosh will write to you to confirm what took place and any solutions as agreed with you.
If you do not want a meeting or it is not possible, Alice Mackintosh will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.
Courtesy
All team members will exhibit customer friendly service skills and be knowledgeable, professional and courteous in meeting the needs of our customers.
Communication
AMNL will return all phone calls and emails received from clients within 72 hours. Where we are unable to meet this agreement, we will inform you of this as soon as possible and agree a new deadline.
Consistency
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet the business needs and that they are consistently applied to all our customers.
Access to Information
We comply fully with the provisions of the General Data Protection Regulation. Any personal or confidential information held by us about a client or a team member is fully accessible to that person or body for review or editing by contacting the Director, Alice Mackintosh.
Reduce Bureaucracy
Wherever possible, without compromising our legal requirements and professional standards, we strive to reduce the burden of unnecessary paperwork.
As with all those in the health sector, we have to follow the common law duty of confidence, which means that where identifiable information about you has been given in confidence, it should be treated as confidential and only shared for the purpose of providing direct healthcare. We will protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared.
We also ensure the information we hold is kept in secure locations, restrict access to information to authorised personnel only and protect personal and confidential information held on equipment such as laptops. We ensure external data processors that support us are legally and contractually bound to operate and prove security arrangements are in place where data that could or does identify a person are processed.
How do I know my data is safe?
How long do you hold confidential information for?
All records held by Alice Mackintosh London Nutrition will be kept for the duration specified by guidance from our professional association BANT.
Website Cookies
We do not make use of cookies to collect any private or personally identifiable information. The technical platform of this website uses cookies solely to aid the proper technical functioning of the website. The cookies used contain random strings of characters alongside minimal information about the state and session of the website – which in no way collects or discloses any personal information about you as a visitor.
Advanced areas of this site may use cookies to store your presentation preferences in a purely technical fashion with no individually identifiable information. Note also our statement on analytics software below – as analytics software also uses cookies to function.
Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org
To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout
Analytics
Like most websites, we make use of analytics software in order to help us understand the trends in popularity of our website and of different sections. We make no use of personally identifiable information in any of the statistical reports we use from this package. We use an analytics package called Google Analytics who provide details of their privacy policy on the Google website.
Complaints
If you have a complaint regarding the use of your personal data then please contact us by writing to the Data Controller at info@alicemackintosh.com and we will do our best to help you.
If your complaint is not resolved to your satisfaction and you wish to make a formal complaint to the Information Commissioner’s Office (ICO), you can contact them on 01625 545745 or 0303 1231113.