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Complaints Procedure

Byova Complaints Procedure: Getting You Heard

At Byova, we strive to deliver exceptional care and service to every client. However, if you have a concern, we have a clear and straightforward complaints procedure in place.

We value your feedback, as it helps us continuously improve. All complaints, whether treatment-related, service-related, or otherwise, will be handled efficiently and respectfully.

How to Make a Complaint:

  • Submit in writing: Send your complaint by email to or by post to "Complaints Officer, Byova LTD, 15-19 Church Road, Stanmore, London, HA7 4AR".

  • Include the following details (if possible) to expedite the process:

    • Type of complaint: Is it service-related, clinical, or "other"?

    • Details of the concern: Who or what caused the issue? Include staff names if known.

    • Date and location: When and where did the incident occur?

    • Previous actions: Have you contacted us already about this?

    • Desired outcome: What would you like to see resolved?

    • Supporting evidence: Photos or documents can be helpful.

What to Expect:

  • Acknowledgement: We'll confirm receipt of your complaint within 2 business days.

  • Time limits: Ideally, complaints should be made within 6 months of your last treatment. We understand extenuating circumstances, so be flexible and explain any delays.

  • Investigation: A manager not involved in your case will lead the investigation. We may seek statements from relevant parties and consult with our Medical Directors or external experts for clinical concerns.

  • Response timeframe: You'll receive a written response with the investigation outcome within 7-21 days of acknowledgement. Complex cases may take longer, and we'll keep you informed if there's a delay.

Unhappy with the Outcome?

If you disagree with our initial response, you have the right to appeal within 28 days.

Byova is committed to resolving all complaints fairly and efficiently. We appreciate your cooperation in following this procedure.

Safeguarding policy

Safeguarding Adults and Children Policy and Procedure for Byova


The purpose of this policy is to ensure that Byova protects and safeguards adults and children who use our services from abuse, neglect, and harm, in accordance with legal and regulatory requirements, including 'Working Together to Safeguard Children (2015)', the 'Care Act (2014)', and the 'Female Genital Mutilation Act (2003)'. The policy also recognizes the risk of modern slavery and radicalization, and specifies how Byova will work in partnership with other organisations to safeguard patients. Although we will not be treating anyone below the age of 18 years old, it is important to recognize and help a child that may present to our service.



This policy applies to all staff members of Byova, including clinical and non-clinical staff, contractors, and volunteers (anyone that provides a service to our patients).


Policy Statement:

Byova is committed to safeguarding adults and children who use our services from abuse, neglect, and harm, and to promoting their welfare and well-being. The Clinic recognizes the legal and regulatory requirements for safeguarding adults and children, and will work in partnership with other organisations to safeguard patients. Byova also acknowledges the risks of modern slavery and radicalization, and will take appropriate steps to prevent and respond to these risks.


Objectives and Policy

  • To ensure that adults and children who present to our services are protected from abuse, neglect, and harm, in accordance with legal and regulatory requirements.

  • To promote the welfare and well-being of adults and children who use our services.

  • To work in partnership with other organisations to safeguard patients.

  • To prevent and respond to the risks of modern slavery and radicalization.

  • To ensure patients are protected from abuse and improper treatment through clear systems and processes.


The Clinic will ensure:

  • Not to discriminate on the grounds of any Protected Characteristics of the Equality Act 2010.

  • To avoid derogatory treatment towards children and vulnerable adults.

  • To attentively consider the care needs of children or vulnerable adults.

  • Not to restrain or harm any adult/vulnerable adult or child unless necessary to prevent harm.


Safeguarding Vulnerable Adults:

Byova is committed to safeguarding vulnerable adults, defined as those who may be unable to care for themselves or protect themselves against significant harm or exploitation. Immediate reporting of any safety or well-being concerns is essential, with specific procedures for suspected FGM or radicalization concerns.


Procedures for Child Safeguarding 

Despite not treating individuals below the age of 18, Byova remains vigilant to the potential presence and needs of children within its facilities, with clear protocols for responding to any indications of neglect or abuse.


Training and CPD 

Byova commits to ongoing training and support for all healthcare staff in safeguarding, ensuring competency, understanding, and cooperation in safeguarding responsibilities.



Byova will appoint designated safeguarding leads for adults and children, responsible for overseeing policy implementation and addressing concerns. Regular training and establishment of appropriate procedures ensure a comprehensive safeguarding approach.


Prevention of Modern Slavery and Radicalization 

Byova recognizes and actively responds to the risks of modern slavery and radicalization, with training for all staff members and establishment of relevant policies and procedures.



Understanding the importance of informed and voluntary consent, Byova emphasises clear communication about treatments, including potential risks and benefits, to ensure patients can make informed decisions.


Review and Monitoring 

This policy, reviewed annually or as necessary, ensures its continued relevance and effectiveness, maintaining Byova's commitment to safeguarding all who use its services.


Byova Safeguarding Contact Details: 

Child and Vulnerable Adult Protection Lead: Dr Sundeep Varma, 07484626816  


Created: 15/03/2024 

Next review: 15/03/2025

Terms and Conditions

Welcome to Byova LTD! These terms and conditions ("Terms") apply to your use of the website (the "Website") and any services offered by Byova LTD ("Byova", "we", "us", "our").


Byova is the trading name for Byova LTD (Companies House Number: 15433028)


Please read these Terms carefully before using the Website or any Byova services. By accessing or using the Website, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access or use the Website or any Byova services. Please read them carefully and reach out if you have any questions.


The Website is provided for informational purposes only. You may not use the Website for any illegal or unauthorised purpose. You agree not to:

* Interfere with or disrupt the Website or any servers or networks connected to the Website.

* Use the Website to transmit any viruses, worms, Trojan horses, or other harmful code.

* Collect or harvest any personal data from the Website without the express consent of the owner.


Protecting your privacy is paramount. Byova LTD is committed to safeguarding all personal information you provide, in accordance with the UK Data Protection Act 1998. We will only use your information for the purposes you authorise and within the limitations outlined in our Privacy Policy. We will never share your information with third parties without your consent.


For further details, please refer to our Privacy Policy.


Changes to these terms may occur. We reserve the right to update these Terms & Conditions at any time. We will notify you of significant changes, but it's your responsibility to stay informed by checking periodically. By continuing to use the website after any changes are posted, you agree to be bound by the revised terms.


You must be at least 18 years old to use the Website or receive any Byova services.



By booking any Byova service, you acknowledge and agree to the following:

* You understand the nature and potential risks of the service.

* You have been given the opportunity to ask questions and discuss your concerns with a qualified healthcare professional.

* You freely and voluntarily consent to the service.

* You have made your healthcare professional aware of your full medical history including medications and allergies.


Payment for Byova services is due at the time of booking. We accept various payment methods, which may be displayed on the Website or communicated during your consultation.


The information provided on the Website is for general informational purposes only and does not constitute medical advice. You should always consult with a qualified healthcare professional before making any decisions about your health or treatment options. Byova is not liable for any damages arising out of or related to your use of the Website or any Byova services. This includes, but is not limited to, direct, indirect, incidental, consequential, and punitive damages.


Privacy Policy


This Privacy Policy describes how Byova LTD ("Byova," "we," "us," or "our") collects, uses, and discloses your personal information when you visit our website, (the "Website").


1. Information We Collect
We collect several types of information from and about users of our Website:
* Personal Information: This includes information that can be used to identify you, such as your name, email address, phone number, date of birth, and address.
* Usage Data: This includes information about your activity on the Website, such as the pages you visit, the time and date of your visit, and the device you used to access the Website.
* Cookies and Similar Technologies: We use cookies and similar tracking technologies to collect and store certain information about your use of the Website. This information may include your IP address, browser type, operating system, referring URL, and browsing activity on the Website.


2. How We Use Your Information
We use the information we collect for the following purposes:
* To provide and operate the Website
* To process your requests and inquiries
* To personalise your experience on the Website
* To send you marketing and promotional communications (if you have opted-in)
* To analyse the use of the Website and improve our services
* To comply with legal and regulatory requirements


3. Sharing Your Information
We will not share your information with any other third party without your consent, except as required by law or to protect the rights, property, or safety of ourselves or others.


4. Data Retention
We will retain your information for as long as necessary to fulfil the purposes described in this Privacy Policy, or longer where required by law in line with the Information Commissioner’s Office.


5. Your Rights
You have certain rights regarding your personal information, including the right to:
* Access your personal information
* Rectify inaccurate personal information
* Request the erasure of your personal information
* Object to the processing of your personal information
* Restrict the processing of your personal information
* Withdraw your consent (where applicable)


6. Security
We take reasonable steps to protect your information from unauthorised access, disclosure, alteration, or destruction. However, no website or internet transmission is completely secure, and we cannot guarantee the security of your information.


7. Children's Privacy
Our Website is not intended for children under the age of 18. We do not knowingly collect personal information from children under 18. 

8. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on the Website. You are advised to review this Privacy Policy periodically for any changes.

9. Contact Us
If you have any questions about this Privacy Policy, please contact us at:
Byova LTD

10. Governing Law
This Privacy Policy is governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.


Cancellation policy

Cancellation Policy:

We understand that unforeseen circumstances may arise, requiring adjustments to your scheduled appointment. To accommodate our clients and maintain the efficiency of our services, we have implemented the following cancellation policy:


Cancellation and Rescheduling Window:

Clients may cancel or reschedule their appointment without a charge if they provide a minimum of 24 hours' notice before the scheduled appointment time. This allows us to make necessary adjustments to our schedule and offer the appointment slot to another client.


Deposit Policy:

A deposit is required to secure your appointment slot. In the event of a cancellation or rescheduling within the 24-hour window, the deposit will be retained by Byova as compensation for the reserved time and resources.


Notification Process:

Clients are encouraged to notify us of any cancellations or rescheduling requests as soon as possible. Notification can be made by contacting


Failure to Provide Notice:

Clients who fail to provide the required 24-hour notice and do not show up for their appointment will be considered a "no-show." In such cases, the deposit will be forfeited, and future appointments may require pre-payment to secure a reservation.


By scheduling an appointment with Byova, clients acknowledge and agree to adhere to this cancellation policy. We appreciate your understanding and cooperation in helping us maintain the highest level of service for all our clients.

Thank you for choosing Byova

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