How we look after your data, your care, and our staff.
As a CQC-registered private medical clinic, we hold ourselves to clear, public standards. These policies explain how we protect your information, handle complaints, use cookies and AI, and keep our clinic safe for everyone. Read them in full, or contact us with any questions.
Seven policies. Plain English.
Privacy Policy
How we collect, use and protect your personal data — including special category health data — under UK GDPR and the Data Protection Act 2018. Your rights, retention periods, and how to raise concerns with the ICO.
Complaints Policy
How to raise a concern. 24-hour informal resolution where possible. Formal complaints acknowledged within 3 working days, investigated within 28 days. Escalation routes via ISCAS and the Care Quality Commission.
Chaperone Policy
Your right to a chaperone at any examination. Free of charge, always available, automatically offered for intimate examinations. Trained clinic staff, GMC-aligned, fully documented.
Cookies Policy
What cookies we use and why. Strictly necessary cookies for the booking system; analytics, Mailchimp and marketing cookies require your consent. Includes a full list of named third-party services.
Zero Tolerance Policy
Our staff and patients are entitled to a safe, respectful environment. Verbal abuse, discrimination, threats and violence will not be tolerated. Warnings, behaviour agreements and removal from the practice list explained.
AI Policy
How we use AI safely and transparently. Lyngo AI for 24/7 phone reception, ambient voice tools to help with note-taking, all under clinical oversight. AI doesn't make clinical decisions — humans do.
Terms & Conditions
Our terms of service, including booking, cancellation, fees, refunds, and rights of both clinic and patient.
Common questions.
Who can I contact about a data protection or privacy concern?
Email info@mhwclinic.co.uk with "Data protection" in the subject line. We aim to respond within 7 working days. If you're not satisfied with our response, you have the right to escalate to the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113.
How do I make a complaint?
You can speak to any member of staff in person, call 020 7916 0029, email info@mhwclinic.co.uk, or write to us at 97–99 Whitechapel Road, London E1 1DT. We aim to resolve concerns within 24 hours where possible. See our full Complaints Policy for the formal process.
How do I request a copy of my medical records?
Email info@mhwclinic.co.uk with "Subject Access Request" in the subject line. We'll verify your identity and respond within one month. This is your right under UK GDPR and is free of charge for the first copy.
How do I change my cookie preferences after my first visit?
You can clear cookies through your browser settings, which will re-trigger our cookie banner on your next visit. You can also reject all non-essential cookies at any time using browser-level controls. See our Cookies Policy for full details.
Will I always speak to a human, or sometimes to AI?
Both. During clinic hours (9am–7pm, 7 days), you'll usually speak to a human receptionist. Outside those hours, our 24/7 AI reception system (Lyngo AI) handles your call — it can book appointments and answer common questions, but always introduces itself as an AI assistant. Clinical decisions are made by qualified human clinicians, never by AI. See our AI Policy.
What happens if I need to escalate a complaint?
If you're not satisfied with how we've handled a complaint, you have several routes. As a private clinic subscribing to the Independent Sector Complaints Adjudication Service (ISCAS), you can contact them at info@iscas.org.uk or 020 7536 6091. You can also contact the Care Quality Commission at cqc.org.uk or 03000 616161 for concerns about quality and safety. For data protection concerns specifically, contact the Information Commissioner's Office.
Get in touch about a policy or governance matter.
For complaints, data protection enquiries, or any other governance question, please contact us by phone, email or post. We aim to acknowledge enquiries within 3 working days.