Terms & Conditions

ACCEPTABLE USE POLICY FOR WEBSITE

1. Introduction

This is our acceptable use policy. If you use our website, it means that the policy applies to you and that you agree with it as part of our Website Terms www.longevita.co.uk/terms-conditions/#website-use

We may change these terms, so we expect you to check this page from time to time as the changes will be binding on you. There may also be changes elsewhere on our site.

2. Who We Are

www.longevita.co.uk is operated by Longevita London Limited, a UK Limited company registered in England under company number 08332394.

Some important details about us:

Our registered office is at: 239-241 Kennington Lane London SE11 5QU
Our trading office is at: 151 Sydney Street Chelsea London SW3 6NT
Our VAT number is: GB 177038395

3. What you must not do

You must not use the site to do any of the following:

Break any laws or regulations
Do anything fraudulent, or which has a fraudulent effect
Harm or attempt to harm minors
Do anything with material that does not meet our content standards (these are listed below)
Do anything with unsolicited advertising material (known as spam)
Transmit any data or material that is harmful to other programs, software, or hardware (for example, viruses, Trojan horses, worms, etc.)
Copy in any way or re-sell any part of our site (unless we allow it under our website terms)
Interfere with or damage any part of our site, equipment, network, software or storage arrangements.

4. Content Standards
Here are our content standards. They apply to all material that you contribute to our site and to all interactive services.

You must follow these standards carefully, but please also follow the spirit of them.

Your contributions must be:

Accurate (if they are factual)
Genuine (if they state opinions)
Within the law.

Your contributions must not be:

Defamatory, obscene or offensive
Likely to deceive, harass, annoy, threaten, or invade someone else’s privacy.
And they must not:

Promote material that is sexually explicit
Promote violence, or discrimination based on race, sex, religion, nationality, age, disability, or sexual orientation
Infringe anyone else’s intellectual property
Be used to impersonate anyone, or misrepresent anyone’s identity
Encourage or assist anything that breaks the law.

5. Interactive Services

Our standards for interactive services, such as chat rooms and bulletin boards, are as follows:

We will tell you clearly about the service
We will tell you what form of moderation we use for the site
We will try to assess risks on the site (especially for children) and will moderate if we think it is appropriate.

Please note, however, that we are not required to moderate our interactive service. We will not be responsible for any loss to anyone who does not use our site according to our standards (whether or not we have moderated the service).

6. Important Notice for Parents

Use of our interactive service by a child is subject to parental consent.

If you permit your child to use the service, we advise you to explain the risks. Moderation is not always effective.

Please contact us if you have a concern about moderation.

7. Disclosure to Courts

If you have to disclose Confidential Information by order of a court or other public body you may do so.

8. Suspension and Termination

If we think you have breached this policy, we will take whatever steps we think are necessary.

These might include:

Stopping your use of the site temporarily or permanently
Removing material you have put on the site
Sending you a warning
Taking legal action
Telling the right authorities.
We exclude legal responsibility and cost for actions we take to deal with your breach of our policy.

PRIVACY POLICY AND COOKIE POLICY FOR WEBSITE

Last Update 21 May 2018

1. Introduction

This is our privacy policy. It tells you how we collect and process data received from you on our site. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

If you have any comments on this privacy policy, please email them to [email protected]

2. Who We Are

Here are the details that the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regards to the processing of personal data and on the free movement of such data, known as General Data Protection Regulation (GDPR) says we have to give you as a ‘data controller’:

Our site address is 151 Sydney Street Chelsea London SW3 6NT
Our company name is Longevita London Limited
Our registered address is 239-241 Kennington Lane London SE11 5QU
Our Data Protection Officer can be contacted at [email protected]

3. What we may collect

We may collect and process the following data about you:

Information you put into forms or surveys on our site at any time
A record of any correspondence between us
Details of transactions you carry out through our site
Details of your visits to our site and the resources you use
Information about your computer (e.g. your IP address, browser, operating system, etc.) for system administration and to report aggregate information to our advertisers

Under GDPR we will ensure that your personal data is processed lawfully, fairly, and transparently, without adversely affecting your rights. We will only process your personal data if at least one of the following basis applies:

a) you have given consent to the processing of your personal data for one or more specific purposes;
b) processing is necessary for the performance of a contract to which you are a party or in order to take steps at the request of you prior to entering into a contract;
c) processing is necessary for compliance with a legal obligation to which we are subject;
d) processing is necessary to protect the vital interests of you or of another natural person;
e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller; and/or
f) processing is necessary for the purposes of the legitimate interests pursued by us or by a third party such as our credit card payment processing, except where such interests are overridden by the fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.

4. Cookies

The site uses cookies or similar technology to collect information about your access to the site. Cookies are pieces of information that include a unique reference code that a website transfers to your device to store and sometimes track information about you.

A few of the cookies we use last only for the duration of your web session and expire when you close your browser. Other cookies are used to remember you when you return to the site and will last for longer.
All cookies used on our site are set by us.

Most computer and some mobile web browsers automatically accept cookies but, if you prefer, you can change your browser to prevent that or to notify you each time a cookie is set. You can prevent the setting of cookies by adjusting the settings on your browser. Please note however, that by blocking or deleting cookies you may not be able to take full advantage of the site.

Our cookies will be used for:

Essential session management

creating a specific log-in session for a user of the site in order that the site remembers that a user is logged in and that their page requests are delivered in an effective, secure and consistent manner;
recognising when a user of the site has visited before allowing us to identify the number of unique users we receive to the site and make sure we have enough capacity for the number of users that we get;
recognising if a visitor to the site is registered with us in any way; we may also log information from your computer including the existence of cookies, your IP address and information about your browser program in order to allow us to diagnose problems, administer and track your usage of our site.

Functionality

customising elements of the promotional layout and/or content of the pages of the site.

Performance and measurement

collecting statistical information about how our users use the site so that we can improve the site and learn which parts are most popular to users.

5. How we use what we collect

We use information about you to:

Present site content effectively to you.
Provide information, products and services that you request, or (with your consent) which we think may interest you.
Carry out our contracts with you.
Allow you to use our interactive services if you want to.
Tell you our charges.
Tell you about other goods and services that might interest you. We will also let other people do this, and we (or they) may contact you.
If you are already our customer, we will only contact you electronically about things similar to what was previously sold to you.
If you are a new customer, you will only be contacted if you agree to it.
If you don’t want to be contacted for marketing purposes, please tick the relevant box that you will find on screen or send an email to [email protected] requesting to unsubscribe from our list.

Please note: We don’t identify individuals to our advertisers, but we do give them aggregate information to help them reach their target audience, and we may use information we have collected to display advertisements to that audience.

In addition, if you don’t want us to use your personal data for any of the other reasons set out in this section in 5, you can let us know at any time by contacting us at [email protected], and we will delete your data from our systems. However, you acknowledge this will limit our ability to provide the best possible services to you.

In some cases, the collection of personal data may be a statutory or contractual requirement, and we will be limited in the services we can provide you if you don’t provide your personal data in these cases.

6. Where we store your data

We may transfer your collected data to storage outside the European Economic Area (EEA). It may be processed outside the EEA to fulfil your order and deal with payment.

By giving us your personal data, you agree to this arrangement. We will do what we reasonably can to keep your data secure.

Payment will be encrypted. If we give you a password, you must keep it confidential. Please don’t share it. Although we try to provide protection, we cannot guarantee complete security for your data, and you take the risk that any sending of that data turns out to be not secure despite our efforts.

We only keep your personal data for as long as we need to in order to use it as described above in section 5, and/or for as long as we have your permission to keep it. In any event, we will conduct an annual review to ascertain whether we need to keep your personal data. Your personal data will be deleted if we no longer need it.

7. Disclosing your information

We are allowed to disclose your information in the following cases:

If we want to sell our business, or our company, we can disclose it to the potential buyer.
We can disclose it to other businesses in our group.
We can disclose it if we have a legal obligation to do so, or in order to protect other people’s property, safety or rights.
We can exchange information with others to protect against fraud or credit risks.
We may contract with third parties to supply services to you on our behalf. These may include payment processing, search engine facilities, advertising and marketing. In some cases, the third parties may require access to some or all of your data.

Where any of your data is required for such a purpose, we will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, our obligations, and the obligations of the third party under GDPR and the law.

8. Your rights

You can ask us not to use your data for marketing. You can do this by ticking the relevant boxes on our forms, or by contacting us at any time at [email protected]

Under the GDPR, you have the right to:

request access to, deletion of or correction of, your personal data held by us at no cost to you;
request that your personal data be transferred to another person (data portability);
be informed of what data processing is taking place;
restrict processing;
to object to processing of your personal data; and
complain to a supervisory authority.

You also have rights with respect to automated decision-making and profiling as set out in section 11 below.

To enforce any of the foregoing rights or if you have any other questions about our site or this Privacy Policy, please contact us at [email protected]

9. Links to other sites

Please note that our terms and conditions and our policies will not apply to other websites that you get to via a link from our site. We have no control over how your data is collected, stored or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

10. Changes

If we change our Privacy Policy, we will post the changes on this page. If we decide to, we may also email you.

11. Automated Decision-Making and Profiling

11.1 In the event that we use personal data for the purposes of automated decision-making and those decisions have a legal (or similarly significant effect) on you, you have the right to challenge to such decisions under GDPR, requesting human intervention, expressing their own point of view, and obtaining an explanation of the decision from us.

11.2 The right described in section 11.1 does not apply in the following circumstances:

a) the decision is necessary for the entry into, or performance of, a contract between the you and us;
b) the decision is authorised by law; or
c) you have given you explicit consent.

11.3 Where we use your personal data for profiling purposes, the following shall apply:

a) Clear information explaining the profiling will be provided, including its significance and the likely consequences;
b) Appropriate mathematical or statistical procedures will be used;
c) Technical and organisational measures necessary to minimise the risk of errors and to enable such errors to be easily corrected shall be implemented; and
d) All personal data processed for profiling purposes shall be secured in order to prevent discriminatory effects arising out of profiling.

12.Dispute Resolution

12.1 The Parties will use their best efforts to negotiate in good faith and settle any dispute that may arise out of or relate to this Privacy Policy or any breach of it.

12.2 If any such dispute cannot be settled amicably through ordinary negotiations between the parties, or either or both is or are unwilling to engage in this process, either party may propose to the other in writing that structured negotiations be entered into with the assistance of a fully accredited mediator before resorting to litigation.

12.3 If the parties are unable to agree upon a mediator, or if the mediator agreed upon is unable or unwilling to act and an alternative mediator cannot be agreed, any party may within 14 days of the date of knowledge of either event apply to LawBite to appoint a mediator under the LawBite Mediation Procedure.

12.4 Within 14 days of the appointment of the mediator (either by mutual agreement of the parties or by LawBite in accordance with their mediation procedure), the parties will meet with the mediator to agree the procedure to be adopted for the mediation, unless otherwise agreed between the parties and the mediator.

12.5 All negotiations connected with the relevant dispute(s) will be conducted in confidence and without prejudice to the rights of the parties in any further proceedings.

12.6 If the parties agree on a resolution of the dispute at mediation, the agreement shall be reduced to writing and, once signed by the duly authorised representatives of both parties, shall be final and binding on them.

12.7 If the parties fail to resolve the dispute(s) within 60 days (or such longer term as may be agreed between the parties) of the mediator being appointed, or if either party withdraws from the mediation procedure, then either party may exercise any right to seek a remedy through arbitration by an arbitrator to be appointed by LawBite under the Rules of the LawBite Arbitration Scheme.

12.8 Any dispute shall not affect the parties’ ongoing obligations under this Privacy Policy.

TERMS AND CONDITIONS OF SUPPLY

These Terms and Conditions govern your relationship with Longevita London Limited (“Longevita”) registered at 239-241 Kennington Lane London SE11 5QU United Kingdom (Companies House Registration Number: 08332394). They apply to all our Treatment Plans. By accepting them, you are legally bound by them. So please read them carefully.

ACCEPTANCE OF TERMS
By using our branded websites, social media channels and our services, you confirm that you accept these Terms and Conditions and you agree to comply with them. These Terms and Conditions are a contract between you and Longevita which commences upon your acceptance of them. Please read these terms carefully. If you do not agree to these Terms and Conditions, you must not use our websites or our services. We recommend that you print a copy of these Terms and Conditions for future reference.

DEFINITIONS
“Agreement” – This Agreement.
“Terms and Conditions” – These Terms and Conditions.
“Schedule” – A document outlining the details of the specific Treatment Plan you intend to purchase.
“We” or “Us” – Longevita London Limited, incorporated as a limited company at 239-241 Kennington Lane London SE11 5QU United Kingdom (Companies House Registration Number: 08332394).
“Trading Name” – Longevita.
“Service Provider” – The hospital, private clinic, surgeon or any other third party independent medical professional providing your consultation, examination, medical procedure, care and aftercare.
“Destination” – The place (the country and/or city) to which you will be travelling for your medical treatment.
“Treatment Plan” – The combination of surgery, accommodation, private transfers, host and pre-operative tests (if required) you have chosen to purchase from Longevita.
“Procedure” – The medical treatment or surgery you have chosen to undertake.

1. PAYMENT

1.1. Depending on your choice of services, your Treatment Plan price will include the costs of one or more of the following:

a) Surgery.
b) Accommodation.
c) Private transfers.
d) Host.
e) Any pre-operative tests you are advised to take.

1.2. You will incur additional charges for any pre-operative tests considered necessary because of a pre-existing condition or your exposure or vulnerability to any condition. If your medical procedure is cancelled due to unfavourable test results indicating any potential contraindication to your procedure, you will get a refund after deducting the actual expenses incurred and disbursements made, however your deposit and consultation fee will be retained. Given that such an instance is beyond our control, Longevita will not be responsible for any losses or expenses you suffer (e.g. travel, accommodation, transfers, any out of pocket expenses such as meals etc.).

1.3. Once you have accepted the price quote provided to you with a link to these Terms and Conditions, you will be required to pay a deposit to us. You may pay your deposit via credit card, debit card or bank transfer. Your deposit, only a small percentage of the total price, is non-refundable.

1.4. The remainder of your balance, which is the total price minus the deposit, must be paid prior to your departure from your home country. Obtaining the full payment does not hold us liable for the services provided by the Service Provider.

1.5. If the full price is not paid before you depart from your home country, you will be in breach of this Agreement and Longevita will not be obligated to deliver any services to you.

1.6. Your treatment plan may include staying at the hospital. In cases where you stay more than one night, additional nights will be charged to you at the current rates of the hospital.

2. YOUR TREATMENT

2.1. LIMITATION of LIABILITY: Longevita does not provide medical advice nor does operate or control any Service Provider facility or service rendered by them. We do not treat patients or give them medical recommendations. We do not recommend any specific tests, diagnostic practice or products or procedures for medical symptoms or treatment. Your treatment forms and prompts a contractual relationship between you and the Service Provider providing the treatment. We will not be a party to your contractual relationship with the Service Provider. We do not hold medical qualifications and shall not be held responsible or liable for any medical procedures provided through your chosen Service Provider, nor shall be held responsible or liable for any care, treatment or other services you are provided with by the same, or for any malpractice, negligence or any other claims that may arise directly or indirectly from their advice or service. Similarly, we shall not take any responsibility or liability for the complications and dissatisfactions arising from Service Provider’s treatments. Our role is solely to facilitate a consultation and/or dialogue between you and your Service Provider. We strongly recommend that you read Service Provider’s terms and conditions and consent forms carefully prior to proceeding with your treatments.

2.2. The treatment plans offered by Longevita as a result of remote online medical assessment, email exchanges, telephone conversations or video consultations are purely based on the information (i.e. the pictures, test results, prescriptions, x-rays, etc) provided by you and reviewed by the Service Provider. Therefore, your treatment plan may change when the Service Provider examines you in person at the destination before your Procedure.

2.3. If such a change occurs, you have the option not to go ahead with the proposed treatment. In such circumstances, you will receive a refund after deductions for, among other things, tests and consultations. Please be advised that we are not responsible for refunding your accommodation, travel and transfer costs as those arrangements are made through third party providers, which are not in our control nor operated by us.

2.4. If you want to proceed with the new treatment plan, then you will receive a revised price quotation, and the balance to the Service Provider will be adjusted, based on the initial payments made. The number of days that you would need to stay in the destination will be factored in. If the treatment plan changes, the duration of stay may also change. Longevita takes no responsibility for this and cannot be held liable for the non-arrangement or disorganisation of extra days stayed or extra cost of stay.

2.5. By accepting these Terms and Conditions, you agree not to hold Longevita responsible for medical negligence or malpractice by your chosen Service Provider.

2.6. Non-Disparagement: By accepting these Terms and Conditions, you agree not to publicly attack, disparage or criticise Longevita or any of its directors, officers, employees, associates or partners (including but not limited to social media, blogs, public forums etc.) in regards to Service Provider’s treatments and actions. As Longevita cannot be held responsible for the services, medical treatments and procedures provided by the Service Provider, you agree not to bring bad name to our company or any of its employees or take action that negatively affects Longevita, its reputation, goodwill, services or management at any time during or subsequent to contract period.

In case of breach of this clause, you agree to remove and take down the content immediately upon our request. All our rights are reserved if you do not remove the damaging content as requested by us. If content remains, in part or in whole, you agree to pay £5,000 to Longevita as damages.

3. OUR RESPONSIBILITIES

3.1. As part of this contract, we will provide you with Schedules containing the following information:

a) Detailed Information about your treatment plan;
b) Detailed information about the costs of your treatment plan;
c) Detailed information about visa and passport requirements (this information can also be obtained from https://www.evisa.gov.tr/en/)
d) Information about health formalities required for the journey and the stay

3.2. Before you start your journey, we will provide you with information about your journey. This information will be provided in good time and will include the following:

a) The times and places of intermediate stops and transport connections.
b) The name, address and telephone number of your Service Provider or of an agency or a representative in that locality on whose assistance you can call.

3.3 We do not operate or control the services offered by the service provider, hotel, travel or transfer companies. By accepting this agreement, you agree that use of third party providers is without warranties of any kind by us. Under no circumstances are we liable for any damages arising from the transactions between you and third party healthcare, accommodation, travel or transfer providers. We advise you to obtain and read all of the third party provider’s terms and conditions before acquiring booking from us.

3.4. If we have to cancel or change your booking, we will contact you. In such circumstances, you can choose to rearrange your Procedure with us or cancel your booking and get a refund calculated on a scale. However, we are not responsible for any losses or expenses you suffer because of circumstances beyond our control. Circumstances beyond our control or force majeure include the following:

a) Flight delays or cancellations
b) Terrorist activity, war
c) Civil unrest, strike
d) Bad weather such as hurricanes, flooding etc.
e) Earthquake
f) Epidemic or pandemic
g) Acts of God or other natural disasters

3.5 The Schedules we will provide to you containing the above information will form part of this contract and should be read in conjunction with it.

4. YOUR RESPONSIBILITIES:

Perusal of our literature

4.1. You will peruse the literature made available to you, including information contained on our websites in connection with matters set out at paragraph 3.1., before you accept this agreement. The material presented on our websites is for information only and it is not to be used to diagnose a condition or to determine a course of medical treatment. You should consult a qualified medical practitioner if you have any specific healthcare questions. By accepting this agreement you accept and agree that you have read and understood the information made available to you.

Travel information, passports, Visas and documentation

4.2. You are responsible for ensuring you have the following:

a) A valid, acceptable passport.
b) A visa, if necessary.
c) Other documentation.

4.3. If asked for, you are responsible for submitting, in advance of travel, passenger information to your airline.

4.4. You must meet the entry requirements for both your final Destinations and any stop-off points en-route.

4.5. You accept that in the event of your failure to satisfy the requirements of paragraphs 4.1., 4.2. and 4.3., or the information or documents provided by you being incorrect, you may be refused carriage and entry to the country you are visiting. You accept and acknowledge that in the event of this eventuality you will be solely responsible for all resultant losses and Longevita will accept no responsibility or liability thereof.

4.6. You are solely responsible for any fines or costs (including the costs of an immediate return flight) you accrue because of your failure to travel with the required passport, visa or other documentation. Longevita accepts no liability in this situation and no compensation, expenses, refund or other sum will be paid.

4.7. Longevita does not accept responsibility for missing your flight, including your connections. You are responsible for providing all necessary documents, including passports and visas.
Health precautions

4.8. You will get health advice about your specific needs, or any required or recommended vaccinations well in advance of travel. This information can be obtained from, among others, the following websites:

www.fco.gov.uk
www.hpa.org.uk
www.nathnac.org

4.9. You should also seek advice from your local GP.

Insurance

4.10. It is a condition of your purchasing a Treatment Plan from us that you take out insurance with an approved insurer. This is required to indemnify you for any losses suffered because of insolvency, travel problems or medical issues. Your acceptance of these Terms and Conditions constitutes acceptance of this obligation.

5. YOUR MEDICAL HISTORY AND RECORDS

5.1. Before your journey begins, we must submit details of your medical history to your chosen Service Provider at the destination. This is partly to ensure your suitability for the planned procedure. By accepting these Terms and Conditions, you agree to share the details of your medical history, including your pictures, test results, prescriptions, x-rays, with your Service Provider. We are not liable if the medical history form has not been completed thoroughly or honestly or if any information is withheld.

5.2. By accepting these Terms and Conditions, you permit us to obtain your patient file (including your treatment plan, examination and treatment results along with before and after pictures) from the Service Provider for our records. We assure you that we will not sell or otherwise transfer your personal information to any party for any purpose other than to provide the services you request.

6. CANCELLATIONS

6.1. You may, at any time, cancel your booking by notifying us in writing. The cancellation will take effect from the day on which we receive written notification of your cancellation. The scale of charges payable will depend upon when the notification of cancellation is received. However, the cancellation charge will always be limited to actual expenses incurred and disbursements made, reserving the provision of the article 3.4. In the event of a cancellation, your deposit will be kept as a reservation fee.

7. DATA PROTECTION

7.1. We will hold your details, including your medical records, in the strictest of confidence. We will not disclose your data, records or information without your consent and will only share it with those concerned with your treatment.

7.2. We will only use your personal information as set out in our Privacy Policy.

8. PRIVACY STATEMENT

8.1 To ensure your privacy, Longevita maintains all patient information in compliance with data protection legislation applicable in the UK regarding the use and disclosure of personal health information. The before and after pictures of you can be used for demonstrative purposes and might be presented only to show possible results from various procedures. We hereby undertake that images of patients will not be retouched or enhanced in any way to change the appearance of procedure or treatment. We will not sell or rent your personal information to third parties. By accepting these Terms and Conditions, you consent to probable use of your before and after pictures by us in order to operate and improve our site, to process your transactions, to provide customer service, to perform research and analysis aimed at improving our products, services and technologies, and to display content that is customised to your interests and preferences.

9. APPLICABLE LAW AND JURISDICTION

9.1. This Agreement is governed by the law of England and Wales, and is subject to exclusive jurisdiction of the courts of England and Wales.

COMPLAINTS PROCEDURE

We are committed to providing high quality medical tourism facilitation services to our patients. When something goes wrong, we need you to tell us about it. Your feedback is very valuable to us. This will help us improve our standards.

Prior to making a complaint, we need you to review the Longevita terms and conditions you accepted.

If you believe that there was a breach of our terms, please let us know which clause it relates to, what you have already done about it and what resolution you want out of your complaint – in general, Longevita cannot offer financial compensation, address issues of staff discipline for instance sacking staff or finance private treatment.

If your complaint is related to the medical procedure you underwent, you may schedule a phone call with one of our aftercare specialists by booking an aftercare appointment online.

Please make sure you have followed the post operative instructions you were given after your treatment and you have completed the expected recovery period of your medical procedure(s) before you assess your results.

If you’ve already done the above and still aren’t satisfied with the explanations provided, you may email your complaint to [email protected]

What will happen next?

1. A member of our management team will acknowledge your complaint by responding to you within 2 business days.
2. The manager will review your patient file including all the written correspondence you had with our firm, listen to the recorded calls and if needed interview all staff members who acted for you. The manager may need to request additional information from you to contribute to the assessment of the case. This may take up to 2 weeks depending on the extensiveness of your complaint.
3. After the above investigation is complete, the manager will present you with a resolution option(s) for your complaint and may invite you to explain the details over the phone if the matter is complicated. The resolution email or the resolution phone call would usually take within one week after the initial investigation is finalised.
4. Once you agree on the resolution option, you will be required to sign a settlement agreement confirming your acceptance. Any resolution action will only be taken on our part after the settlement agreement is signed by you. Usually resolution offers have one week validity but may vary depending on the nature of the case.
5. At this stage, if you are still not satisfied, the manager will review your complaint again after consulting another member of the management team unconnected with the matter to review the decision independently. The independent manager will then write to you within one week confirming our final position on your complaint and explaining our reasons.