Customer complaints procedure related to the protection of personal information
Complaints manager
Complaints are handled by the person designated as our clinic’s Privacy Officer. This person ensures that each complaint is handled in accordance with this procedure.
Submitting a complaint
All complaints must be made in writing, detailing the nature of the problem encountered.
Acknowledgement of receipt
The manager will send an acknowledgement of receipt to the complainant within seven working days of receiving the complaint.
Handling process
As soon as the complaint is received, the manager begins the analysis process. This assessment must be completed within 30 days, from the time all the necessary information has been gathered. If additional time is required, the complainant will be informed. Once the review has been completed, a final, reasoned, written response will be sent to the complainant.
Recording complaints
Each complaint is the subject of a separate file, which includes :
- The written complaint and all related elements;
- The analysis carried out as part of the processing of the complaint, as well as related documents;
- The final written response is provided to the complainant.
All complaint files are kept strictly confidential and secure.