Cookie Policy

The EU Cookie Law

As from Saturday 26th May 2012, an EU Cookie Law was put in place. It is designed to protect online privacy by making you aware of how we use information gathered by cookies.

What are Cookies?

Cookies are small data files transferred to your PC when you visit our site for the first time. When you make a return visit we recognise you.

We use the cookies to track which pages you visit and how you use the website. They aren’t sinister, nor do they collect personally identifiable information. There are various cookies which all do different jobs, some functional and if removed would affect the way our site can be viewed and some for visitor analysis purposes.

Essentially our use of cookies is to provide a better website experience for you. If you disable Cookies on this website it will still work but not perform how it was designed to.

How we are complying with the new law

The new EU Cookie Law means that we must be transparent about the cookies we are using and also ask permission of you to use the cookies.

If you wish to disable cookies you can visit AboutCookies.org for details of how to do this.

We have noted the type of Cookies used below and have given you the ability to disable. By default, the Cookies used on this site are enabled as it gives the best user experience.

Cookies we use

1. Essential cookies

These cookies are essential to enable you to view the site and select your preferred preferences.

View Essential Cookie info

How we use cookies

Communicating electronically with us, you acknowledge our processing of data in this way. However, we will endeavour to protect all Personal Information collected through our Website in accordance with our data protection standards.

2. Google Analytics

As we use Google Analytics to measure visitors to our site, they set up a number of cookies for this purpose too. Google Analytics is very important to us as it tells us what pages are performing well and how all of our marketing is working. Like many services, Google Analytics uses first-party cookies to track visitor interactions. These cookies are used to store information, such as what time the current visit occurred, whether the visitor has been to the site before, and what site referred the visitor to the web page. View Google Analytics Cookies

Complaints Policy

Neurotherapy Ltd is committed to providing a high level service to our clients. If you do not receive satisfaction from us we need to hear from you. This will help us to improve our standards.

Therefore, we aim to ensure that:

• making a complaint is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
• we deal with it promptly, politely and confidentially; and
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• resolve informal concerns quickly;
• keep matters low-key; and
• enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Complaints Procedure

If you have a complaint, please contact Mr G Harlow, Director.

You can write to the Director at: Neurotherapy Ltd, 5 Palmerston Road, Parkstone, Poole, Dorset BH14 9HQ.
 

Next steps

1. We will send you a letter 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.
2. We will record your complaint in our Complaints Register within a day of having received it.
3. 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.
4. We will then start to investigate your complaint. This will normally involve the following steps:

1. 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 4 days from receiving their reply;
   3. Mr G Harlow will then invite you to meet to discuss and hopefully resolve your complaint. This will be done within 5 working days of the end of our investigation.

5. Within 2 days of the meeting, Mr G Harlow 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, you will be sent 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.

Customer Care Policy

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.

Neurotherapy Ltd has a comprehensive customer and complaint procedure with the involvement of Managers/Directors until 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.

Courtesy

All team members are trained in customer service standards, will exhibit customer friendly service skills and be knowledgeable, professional and courteous in meeting the needs of our customers.

Communication

Neurotherapy Ltd will return all phone calls and emails received from clients within 48 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.

Complaints

Neurotherapy Ltd seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Director, Mr G Harlow in the first instance, where they will be acknowledged.

Access to Information

We comply fully with the provisions of the Data Protection Act 1998. 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, Mr G Harlow.

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards, we strive to reduce the burden of unnecessary paperwork.

How to Contact Us

Mr G Harlow
5 Palmerston Road
Parkstone
Poole
Dorset BH14 9HQ

T: 079 404 12344

E: gerry@neurotherapy.co.uk

Privacy Policy

This privacy policy sets out how Neurotherapy Ltd uses and protects any information that you give to us when you use this website.

Neurotherapy Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this privacy statement.

Neurotherapy Ltd reserves the right, at its discretion, to make changes to any part of the Website, the Information or these Terms. Neurotherapy Ltd may change this policy from time to time by updating this page. It is important you check this page from time to time to ensure that you are happy with any changes.

This policy is effective from January 2019. By continuing to use the Website you agree to be bound by these Terms as amended.

What we collect

We may require basic information which identifies you as an individual (“Personal Information”), such as your name, email address and phone number, in order to enable you to take advantage of particular services that we offer, for example when you send us a question / request from our “Contact Us” page, request one of our newsletters or further information on a specific department. We will only use such Personal Information for the purposes of providing information which you have requested, or for other purposes set out in these Terms.

We may collect the following information:

• Name and job title;
• Company or organisation;
• Contact information, including email address and telephone number(s);
• Demographic information such as postcode, preferences and interests;
• Other information relevant to customer surveys and/or offers; and
• Information pertinent to fulfilling our services on an individual’s or organisation’s behalf.

What we do with the information we gather

We require this information for the purpose of:

• Internal record keeping;
• Contacting you for market research purposes. We may contact you by email, telephone or post. If you do not wish us to make use of your Personal Information in this way, please email gerry@neurotherapy.co.uk. We will also give you the opportunity to opt out of future marketing whenever we send you marketing material. You can also opt out at any time by contacting us.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place highly encrypted electronic systems and managerial procedures to safeguard and secure the information we collect online.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

We will not sell, distribute or lease your personal information to third parties unless we have your explicit permission or are required by law to do so. Employees, associates and agents of Neurotherapy Ltd may be given access to any Personal Information which we collect, but their use shall be limited to the performance of their duties and in line with the reason for processing. Our employees, associates and agents who have access to your Personal Information are required to keep that information confidential and are not permitted to use it for any purposes other than to enable you to use the Website or to deal with requests which you submit to us.

We may use your personal information to send you promotional information about Neurotherapy Ltd and other information related to our industry.

You may request details of personal information which we hold about you. If you would like a copy of the information held on you please write to Neurotherapy Ltd, 5 Palmerston Road, Parkstone, Poole, Dorset BH14 9HQ.

If you believe that any information we are holding on you is incorrect or incomplete, or have any other data protection related issues or queries, please write to Mr G Harlow, Data Protection Officer as soon as possible at the above address. We will promptly correct any information found to be incorrect.

If you are concerned that we have breached a privacy law or code binding on us, please send an email marked “Urgent” to Mr G Harlow, Director at gerry@neurotherapy.co.uk. We aim to respond in a reasonable time (normally 24 hours). Our Data Protection Officer will manage your complaint and will give you additional information about how it will be handled.

You have the right to complain to the Information Commissioner’s Office (ICO) if you believe we have not handled your request in an appropriate manner. For information on contacting the ICO please see their website www.ico.org.uk.