About Your Scan

1. Please arrive 15 minutes before your appointment. You will need to complete a form before the scan.
2. All appointments will end at their scheduled time so that the next woman isnt delayed.
3. Should you wish to rearrange or cancel your appointment please give us as much notice as possible. Deposits are non refundable.
4. We accept cash and card (VISA and Mastercard) payments.
5. No filming or photography is allowed in the scan room unless a DVD package is purchased.
6. All bookings are subject to a £20 deposit.
7. Should you have any queries at all our friendly staff are only a phone call away 0161 669 5842.

Complaints Policy of Betsy Blossom limited

Betsy Blossom limited views complaints asan opportunity to learn and improve for the future, as well as a chance to putthings right for the person that has made the complaint.

Our policy is:

: To provide a fair complaints procedurewhich is clear and easy to use for anyone wishing to make a complaint.

: To publicize the existence of ourcomplaints procedure so that people know how to contact us to make a complaint.

: To make sure everyone at Betsy blossomlimited knows what to do if a complaint is received.

: To make sure all complaints areinvestigated fairly and in a timely way.

: To make sure all complaints are, whereverpossible, resolved and that relationships are repaired.

: To gather information which helps us toimprove what we do

:To have a strict Duty of Candour

Definition of a complaint 

A complaint is any expression ofdissatisfaction, whether justified or not, about any aspect of Betsy BlossomLimited.

Where complaints come from 

Complaints may come from clients, Acomplaint can be received verbally, by phone, by email, or in writing.

This Policy does not cover complaints fromstaff, who should use the Betsy Blossoms discipline and grievance policies.

Confidentiality

All complaints information will be handledsensitively, telling only those who need to know and following any relevantdata protection requirements.

Responsibility 

Overall responsibility for this policy andits implementation lies with the Company Directors. 

Complaints procedure of Betsy Blossomlimited

Publicised contact details for complaintsWritten complaints may be sent to:

Lollipop 10 Bradley Street 

Manchester

M1 1EH

Or by Email at 

anna@lollipop4dbabyscans.co.uk

Verbal complaints made by phone on:07523243936

Or in Person to any member of Betsy Blossomstaff.

Receiving complaints 

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities

The complainant may have.

Complaints received by telephone or inperson need to be recorded.

The person who receives a phone or in person complaint should: 

: Write down facts of complaint

: Take the complainants name, address, andtelephone number 

: Tell the complainant that we have acomplaints procedure

: Tell the complainant what will happen next and how long it will take 

: Where appropriate, ask the complainant to need a written account by post or by email so that the complaint is recorded inthe complainant’s own words.  

For Further guidelines about handling complaints, See Appendix x 1 

Resolving Complaints 

Stage one:

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If thecomplaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not thecomplaint has been resolved, the complaint information should be passed to AnnaCowing.

On receiving the Complaint,

The Manager records it in the complaints log.

If it not already been resolved, theydelegate an appropriate person to investigate it and take appropriate action.

If the complaint related to a specificperson, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by theperson handling the complaint within a week.

The acknowledgement should say who isdealing with the complaint and when the person complaining can expect a reply. A copy of this complaint’s procedure should be attached. Ideally complaintsshould receive a definitive reply within four weeks.

If this is not possible because forexample, an investigation has not been fully completed a progress report shouldbe sent with an indication of when a full reply will be given.

Weather the complaint is justified or not,the reply to the complaint should describe the action taken to investigate thecomplaint, The conclusion from the investigation and any action taken as aresult of the complaint.

Stage Two:

If the complainant feels that the problemhas not been satisfactorily resolved at stage one they can request thecomplaint is reviewed at board level.

At this stage the complaint will be passedto the director of the company.

The request for board level review shouldbe acknowledged within a week of receiving it.

The acknowledgement should say who will dealwith the case and when the complaint can expect a reply.

The director may investigate the facts ofthe case themselves or delegate a suitably senior person to do so. This mayinvolve reviewing the paperwork of the case and speaking with the person whodealt with the complaint at stage one.

If the complaint relates to a specificperson, they should be informed and given further opportunity to respond.

The person who dealt with the originalcomplaint at stage one should be kept informed of what is happening.

Ideally complaints should receive adefinite reply within four weeks.

If this is not possible because for example,an investigation has not been fully completed a progress repost should be sentwith an indication of when the full review will be given.

Whether the complaint is upheld or not, thereply to the complaint should be describe the action taken to investigate thecomplaint, thr conclusions from the investigation and any action taken as aresult of the complaint.

The decision taken at this stage is final,unless the director decides it is appropriate to seek assistance with resolving e.g. for ISCAS Independent Sector Complaints Adjucticator Service 

Appendix 1 – Practical guidance forhandling verbal complaints.

: Remain calm and respectful throughout theconversation

: Listen- allow the person to talk aboutcomplaint in their own words, sometimes a person just wants to let of steam.

: Don’t debate the facts in the first instance,especially if the person is angry.

: Show an interest in what is being said

: Obtain details about the complaint beforeany personal details

: Ask for clarification wherever necessary

: Show that you have understood thecomplaint by reflecting back what you have noted down

: Acknowledge the persons feelings (even ifyou feel that they are being unreasonable) – you can do this without making acomment on the complaint itself or making any admission of fault on behalf ofthe organization e.g. I understand that the situation is frustrating for you.

: If you feel that an apology is deservedfor something that was the responsibility of your organization then apologies

: Ask the person what they would like doneto resolve the issue

: Be clear about what you can do how longit will take and what it will involve

: Don’t promise things you can not deliver 

: Give clear and valid reasons why arequest cannot be met

: Make sure that the person understandswhat they have been told 

: Wherever appropriate inform the personabout the available avenues of review or appeal.