Privacy Policy

We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.
Our website uses cookies. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

1. What information do we collect?
We may collect, store and use the following kinds of personal information:

a. Information about your computer and about your visits to and use of this website (including [your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views, website navigation;
b. Information that you provide to us for the purpose of registering with us;
c. Information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters;
d. Any other information that you choose to send to us; and
e. Other information.

2. Cookies

A cookie consists of information sent by a web server to a web browser, and stored by the browser. The information is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.

We may use “session” cookies and “persistent” cookies on the website. We will use the session cookies to: keep track of you whilst you navigate the website; and other uses. We will use the persistent cookies to: enable our website to recognise you when you visit; and other uses.

Session cookies will be deleted from your computer when you close your browser. Persistent cookies will remain stored on your computer until deleted, or until they reach a specified expiry date.

We use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available at: https://www.google.com/privacypolicy.html

Most browsers allow you to reject all cookies, whilst some browsers allow you to reject just third party cookies. For example, in Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector. Blocking all cookies will, however, have a negative impact upon the usability of many websites[, including this one].]

3. Using your personal information
Personal information submitted to us via this website will be used for the purposes specified in this privacy policy or in relevant parts of the website.
We may use your personal information to:

a. administer the website;
b. improve your browsing experience by personalising the website;
c. enable your use of the services available on the website;
d. send you general (non-marketing) commercial communications;
e. send you email notifications which you have specifically requested;]
f. send to you our newsletter and other marketing communications relating to our business which we think may be of interest to you by post or, where you have specifically agreed to this, by email or similar technology you can inform us at any time if you no longer require marketing communications;
g. deal with enquiries and complaints made by or about you relating to the website; and
h. other uses.
Where you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the license you grant to us.

We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing.

4. Disclosures

We may disclose information about you to any of our employees, officers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes as set out in this privacy policy.

In addition, we may disclose your personal information:

a. to the extent that we are required to do so by law;
b. in connection with any legal proceedings or prospective legal proceedings;
c. in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk);
d. to the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling; and]
e. to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.

Except as provided in this privacy policy, we will not provide your information to third parties.

5. Security of your personal information

We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

You are responsible for keeping your password and user details confidential. We will not ask you for your password (except when you log in to the website).

6. Policy amendments

We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes.

We may also notify you of changes to our privacy policy by email.

7. Your rights

You may instruct us to provide you with any personal information we hold about you. Provision of such information will be subject to:

a. the payment of a fee (currently fixed at £10.00); and
b. the supply of appropriate evidence of your identity [(for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address)].

We may withhold such personal information to the extent permitted by law.

You may instruct us not to process your personal information for marketing purposes by email at any time. In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt-out of the use of your personal information for marketing purposes.

8. Third party websites

The website contains links to other websites. We are not responsible for the privacy policies or practices of third party websites.

9. Updating information

Please let us know if the personal information which we hold about you needs to be corrected or updated.

10. Contact

If you have any questions about this privacy policy or our treatment of your personal information, please write to us by email to info@lips.org.uk or by post to 5 Devonshire Place, London W1G 6HL

11. Data controller

The data controller responsible in respect of the information collected on this website is London International Patient Services.

12. Privacy Policy and card payments

We do not store credit card details nor do we share customer financial details with any third parties.

Please note that from time to time there may be delays with the processing of card payments and transactions; this may result in payments taking up to ten (10) working days (excluding bank/public holidays) to be deducted from your bank account or charged to your credit or debit card.

13. Delivery Policy

London International Patient Services prides itself in the efficient delivery of its service. We aim to deliver services within the following relevant timeframes, however these may at times subject to minor delays due to consultant schedules, weekends or bank/public holidays and other commitments outside our control. We will advise you on suggested lead times in such circumstances.

E-consultations: upon receipt of payment, we aim for the delivery of the report from the nominated consultant within 2 working hours (this excludes weekends and bank/public holidays).

Face-to face consultations: delivery of this service will be as per the prior agreed arrangement with the client upon receipt of Guarantee of Payment from the third party for sponsored patients or full pre-payment by self-pay patients. For self-pay patients, as detailed in our T&C’s it is agreed that the provision of any services is subject to payment in full of any costs relating to consultation, administrative, surgical care. Failure to pre-authorise or receive full payment is likely to result in the services not being delivered (including the confirmation of an appointment time and date and issue of “Confirmation to Treat” letter).

 14. Refund / Cancellation Policy

For face to face consultations and video consultations we operate a 48-hour refund policy, whereby a full refund will be granted if notice of cancellation/rescheduling is given to us within 48-hours ahead of the booked service. Any cancellations or ‘no-shows’ for appointments within the 48 hours of service is liable for the full professional fee of consultation or procedure.

Under exceptional circumstances will cancellation fees be voided. If you think you are due a refund, please contact us as soon as possible providing full details of the consultation. Please note we do not provide refunds where the doctor is not at fault.

For e-consultations, with exception for video consultations, we operate a full refund policy so long as the medical report was not generated by our doctor.

Please note refunds can take up to 28 working days excluding weekends and bank/public holidays.

Circumstances outside our control- Neither London International Patient Services, nor its doctors or employees, shall be responsible if the supply of the services is delayed or prevented by circumstances outside its control. If this happens we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay or failure to deliver the service. If there is a risk of substantial delay you may contact us to cancel any booked services and receive a full refund for any services you have paid for but not received yet. However, London International Patient Services will do the utmost to ensure cancellations are avoided and services are received.

 15. Pricing

London International Patient Services aims to keep the client informed of all treatment costs throughout the patient’s treatment pathway. For face to face consultations an initial quote is presented in the ‘Treatment Offer Letter’ however quotes for services may change if the patient’s assumed diagnosis turns out to be different from or more complicated than that originally quoted for. Prices are subject to change without prior notice and prices of consultations, procedures and investigations may vary depending on type required.

In the event a patient has been quoted a higher cost of service than required or if the initial anticipated treatment is not advised for medical reasons and pre-payment has been made, the difference in cost will be refunded.

Some prices will be published on the website but London International Patient Services will be able to advise where known, of other anticipated costs. Prices listed are for guidance only, and subject to variation depending upon the services provided.

All consultation fees must be paid for prior to an initial consultation.

There may also be additional charges made by the third parties after the consultation, which may for example include the cost of medication at a pharmacy, an investigation at a private, hospital or clinic. You should seek advice on these changes direct from the third party.

All professional fees are exempt from VAT unless otherwise specified.

No payment will be deemed to have been received until London International Patient Services Limited has received the payment in full in cleared funds.

16. Our Complaints Procedure 

We aim to improve our service always. Complaints, comments or suggestions should be made to us in writing:

Complaints Department
London International Patient Services
5 Devonshire Place
London
W1G 6HL

By phone: 0207 164 6114

By email: info@lips.org.uk (subject: complaint)

Complaints can be made either verbally or in writing to us. We also accept comments and complaints made by others acting on behalf of another person where that person lacks the confidence or capacity to make comment or complaint.

Please note that we will not discriminate against anyone who makes a comment or complaint and doing so will not have a negative impact on the service offered by London International Patient Services Limited.

We aim to acknowledge all complaints within 14 working days (excluding weekends and public/bank holidays) of receipt. We will then investigate the complaint fully, which will include contacting and interviewing any relevant persons. We will aim to send a letter detailing the outcome within 20 working days. If the investigation is still underway, we will inform you of this in writing. You are then invited to write back or contact us again letting us know whether you are satisfied with the outcome. We will then aim to respond to this within another 14 working days.

In appropriate circumstances, we should be able to arrange face to face meetings with one or both of the Directors of London International Patient Services Limited and when possible, with any other involved parties.

This service was meeting all CQC national standards