Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Harley Medical Group’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

Social Competition Terms & Conditions

  1. No purchase necessary.
  2. Competition details form part of these terms and conditions.
  3. This competition is not associated with Facebook or Instagram.
  4. The competition runs until midnight 08.09.20. Entries received after this time will not be put forward for the draw.
  5. Entry is open to residents of the UK expect employees (and their families) of The Harley Medical Group.
  6. Each contestant can enter once.
  7. One winner will be selected at random.
  8. Winners will be selected and notified on 9th September 2020 via direct message on Instagram.
  9. Winner will need to provide details to dispatch prize by 10th September 2020. If details not received by this date, Promoter will select another winner.
  10. Prize is a Priori LCA Eye Serum (£52), Priori LCA Gentle Cleanser (£30), Priori LCA Barrier Restore (£58). Prize is as stated and no cash or other alternatives will be offered, unless agreed in writing the prize is non-refundable and non-transferable.
  11. The Promoter’s decision is final and binding in all respects on all entrants. No correspondence will be entered into. Entries that do not comply in full with these entry terms and conditions will be disqualified.
  12. Use of a false name or details will result in disqualification.
  13. All entries must be made directly by the person entering the competition, no group, mass or software entries will be accepted.
  14. No responsibility can be accepted for entries lost, delayed or corrupted, due to computer network or software failure which may restrict or delay entry.
  15. The Promoter may refuse or disqualify any entry (including winning entries) if the entrant concerned or anyone authorised by the entrant to deal with their entry, acts in a way towards the Promoter which the Promoter reasonably considers to be inappropriate, unlawful or offensive. If the winning entry is disqualified the Promoter reserves the right to award the prize to another entrant.
  16. Entrants will be deemed to have accepted these terms and conditions and agreed to be bound by them when entering this competition.
  17. The Promoter reserves the right to amend or alter these terms of competition at any time.
  18. Promoter: The Harley Medical Group.

55% off Laser Hair Removal plus FREE product

  • Promotional period from 20th - 30th November 2020 (inclusive).
  • 55% off courses of 8 only. For laser hair removal with The Harley Medical Group at Birmingham and Southampton, 55% also applicable to courses of 4.
  • Discount applicable to courses only.
  • Single treatments excluded from promotion.
  • Offer excludes ‘Odd Shots’.
  • Cannot be used in conjunction with any other promotion.
  • Treatment packages and areas are as stated on the online laser hair removal page.
  • New clients that have not previously had laser hair removal treatments will require a consultation and test patch prior to treatment to check suitability. Consultation must be booked by 30th November and attended by 11th December 2020.
  • Treatments are non-refundable unless patient is medically unsuitable.
  • All packages have a 12 month expiry date from date of purchase.
  • Offers cannot be used in conjunction with any other promotion, discount and are non-transferable.
  • Laser Hair Removal treatments at Birmingham, Southampton will be provided by The Harley Medical Group. Free product is the SkinCeuticals CE Ferulic 15ml (worth £70) at The Harley Medical Group locations Birmingham and Southampton. Product is as stated and cannot be substituted for other products or exchanged for monetary value. Limit 1 per person. Whilst stocks last.
  • Laser hair removal treatments at all other clinics apart from Birmingham and Southampton will be provided by our partner sk:n. At sk:n free product is an aftercare pack (worth £45) includes sk:n sunscreen, sk:n aloe vera gel and Avene thermal water. Product is as stated and cannot be substituted for other products or exchanged for monetary value. Limit 1 per person. Whilst stocks last.
  • Standard The Harley Medical Group terms apply co.uk/terms-conditions and sk:n terms and conditions apply – see sknclinics.co.uk/terms-conditions

£40 off ProLon

  • £40 off first order of Prolon on prolon.co.uk
  • Code HBF40 can only be used once during period 19th – 23rd November 2020.
  • Cannot be used in conjunction with any other offer.
  • While stocks last.

20% off for Local Businesses

  • Offer subject to full consultation and client suitability
  • Only available for first treatment, singles and packages
  • Cannot be used in conjunction with any other offer
  • Cannot be used against Dermatology, Anti-Wrinkle Injections, Dermal Fillers, Profilo, Obagi or Dermaquest products
  • Dr Naylor is excluded from this offer
  • 0% finance cannot be used with this offer
  • Only available to local businesses around our Liverpool St, Wimbledon, Chiswick, Maidstone and Brighton Clinics
  • Please present business card at your initial consultation
  • Available to staff and clients and Anytime Fitness, Chelmsford – clients must show Anytime Fitness Kety Fob
  • Offer is subject to availability
  • The Harley Medical Group reserves the right to withdraw this offer at any time.

Refer a Friend Treatment Voucher T&Cs:

  • Client can distribute their Refer a Friend Unique code to infinite friends.
  • The friend the Unique code has been given to someone that has never been a THMG customer before.
  • Client will only receive their treatment voucher when their referred friend has purchased a treatment or product.
  • Please present your unique code at first consultation.
  • Once received, please present your treatment voucher in your consultation.
  • Voucher subject to full consultation and client suitability.
  • Voucher is only available for new treatment bookings only and can only be redeemed once.
  • The £50 voucher can only be used on laser & skin treatments over £150.
  • Treatment vouchers can be accumulated up to the value of £200 (with 4 friends successfully referred to us) on laser and skin treatments over £800.
  • Valid for 6 months from date when first issued.
  • The voucher cannot be exchanged for cash.
  • The voucher cannot be used for Dermatology, Anti-Wrinkle Injections, Profilo, Obagi, Dermaquest and Skincare products.
  • The Harley Medical Group reserves the right to withdraw this offer at any time

 

 

Dermaquest Stem Cell Rebuilding Complex, £5 for Surgical Clients

  • Offer subject to full consultation and client suitability
  • Offer only available for Surgical clients
  • Offer can be redeemed in clinic or on our webshop: harleymedical.co.uk/shop
  • Offer can only be redeemed once and are non-transferable
  • £5 off full sized product for Dermaquest Stem Cell Rebuilding Complex worth £67, 1FL OZ / 28.3ml
  • Offer code cannot be used against any other product or treatment
  • Offer is subject to availability
  • Cannot be used in conjunction with any other offer
  • The Harley Medical Group reserves the right to withdraw this offer at any time

0% Finance for Surgical Procedures

  • 0% Finance on selected Surgical Procedures.
  • Minimum deposit £500
  • Offer subject to full consultation and patient suitability.
  • Available for new procedures booked only.
  • Subject to finance acceptance.
  • 0% finance for 12 month payment agreement only.
  • Standard Finance Terms and Conditions apply.
  • The Harley Medical Group reserves the right to withdraw this offer at any time.

TREATMENT Gift Voucher

  • Please present voucher at first consultation.
  • Voucher subject to full consultation and client suitability.
  • Voucher is only available for new treatment bookings only and can only be redeemed once.
  • Voucher cannot be used in conjunction with any other offer.
  • The voucher can only be used on laser & skin treatments over £150.
  • Valid for 6 months from date when first issued.
  • The voucher cannot be exchanged for cash.
  • The voucher cannot be used for Dermatology, Anti-Wrinkle Injections, Profilo, Obagi, Dermaquest and Skincare products.
  • The Harley Medical Group reserves the right to withdraw this offer at any time.

Birthday Gift Voucher

  • Please present Voucher and Photo ID such as Passport or Driving License at first consultation.
  • Voucher subject to full consultation and patient suitability.
  • Voucher is only available for new treatment bookings only and can only be redeemed once.
  • Voucher cannot be used in conjunction with any other offer.
  • The voucher can only be used on laser & skin treatments over £100.
  • Valid for 3 months from date of issue.
  • The voucher cannot be exchanged for cash.
  • The voucher cannot be used for Dermatology, Anti-Wrinkle Injections, Profilo, Obagi, Dermaquest and Skincare products.
  • The Harley Medical Group reserves the right to withdraw this offer at any time.

POLYCYSTIC OVARY SYNDROME - PCOS

  • Offer subject to full consultation and patient suitability
  • Offer is subject to availability
  • Patient must supply letter from General Practioner (GP) providing proof of Polycystic Ovary Syndrome (PCOS) prior to first treatment.
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Cannot be used in conjunction with any other offer.
  • Offer excludes skin care products.

NHS Staff

  • Offer subject to full consultation and patient suitability
  • Offer is subject to availability
  • Patient must supply proof of current employment within the National Health Service (NHS) within the UK
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Offer excludes all prescription based treatments (e.g. Botox and Obagi)
  • Cannot be used in conjunction with any other offer.
  • Offer excludes skin care products

 

Student discount

  • Offer subject to full consultation and client suitability
  • Offer only available for Laser & Skin Treatment clients
  • Offer is subject to availability
  • Clients must supply proof of student status with a current Education Student Card or NUS Card (National Union of Students) within the UK
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Offer excludes all prescription based treatments (e.g. Botox and Obagi)
  • Cannot be used in conjunction with any other offer.
  • Offer excludes skin care products

Armed Forces

  • Offer subject to full consultation and patient suitability
  • Offer is subject to availability
  • Offer excludes all prescription based treatments (e.g. Botox and Obagi)
  • Patient must supply proof of current employment within the British Armed Forces (Navy, Merchant Navy, Army, Royal Air Force, Reservists, Territorial Army)
  • Spouses of personnel must provide proof of marital status
  • The Harley Medical Group reserves the right to withdraw this offer at any time
  • Offer excludes skin care products

48 Hour Surgical consultation cancellation or reschedule policy

To ensure that we can continue to provide the highest levels of service and care for all our clients, our team will take credit or debit card details to secure your appointment.  No money will be taken from your account as our consultations are free of charge and without obligation.  However, if you cancel your consultation under 48 hours or do not arrive at to your scheduled consultation then a £100 administration fee will be charged to your card.


Website Terms and Conditions

The term ‘The Harley Medical Group’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is: Ground Floor, Egerton House, Baker Street, Weybridge, Surrey. KT13 8AL. Our company registration number is 9278443. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties:
    • name and job title
    • contact information including email address
    • demographic information such as postcode, preferences and interests
    • other information relevant to customer surveys and/or offers
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • As part of our ongoing aim to improve our services we may capture your activity while on the website to review and implement findings. We will not capture and retain any personal details including name, email, address, telephone number or area of interest.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Click for Shop Terms and Conditions


visiting the clinic

At The Harley Medical Group we cannot accept responsibility for children in any of our clinics or hospitals, we would therefore politely request that you refrain from bringing children with you for health and safety reasons. We understand however that under certain circumstances this is unavoidable, in these circumstances please ensure there is a parent or guardian available to supervise the child at all times.  Thank you.


Complaint  Policy summary

The Harley Medical Group aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service.

  1. The complaints full policy is made available to Patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.
  2. Responses at all stages are made quickly:
    • A member of staff will telephone the Patient on the same day that we are made aware of the complaint
    • A full reply can be sent within 5 working days
    • A detailed written response will be sent within 20 working days
    • Where there are delays and the investigation is still in progress a letter will be sent explaining the reason for the delay to the Patient at a minimum every 20 days

 

THMG has a 3 stage process for handling complaints:

Stage 1: Local Resolution (Clinic Manager and Regional Operations Manager)

All complaints should be raised directly with the Clinic Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.

The Patient will be given a copy of our complaints procedure and invited to attend a face to face meeting with the Clinic Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

The Clinic Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all staff members / doctors concerned. The Clinic Manager responds directly to the person who has made the complaint (following review by the Regional Operations Manager) whether the complaint was made verbally, by letter, text or email, however we do not respond to complainants via email.

 

Stage 2: Complaint Review (an Independent Regional Operations Manager)

Patients who remain dissatisfied with the outcome of stage 1 may request in writing within 6 months to have their complaint moved to stage 2 where the handling of the complaint will be reviewed by.

A Regional Operations Manager within the Company who has not been involved with the complaint at stage 1.  The Regional Operations Manager will interview staff concerned and review all documentation to form an independent view of the handling of the complaint. The Regional Operations Manager will respond directly to the Patient either upholding or not upholding the complaint. For Surgical Patients the decision must be approved by a THMG Director.

 

Stage 3: Non-Surgical Patients and surgical patients who have not undergone a procedure : Company Director or CEO

Clients who are dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months to the Clinic Manager.

Stage 3: Surgical Patients who have undergone a procedure : Independent external adjudication by the Independent Sector Complaints Adjudication Service (ISCAS)  www.iscas.org.uk

Clients who are dissatisfied with the outcome of the complaint handling review at stage 2 can make a request in writing within 6 months of the final response to stage 2 to ISCAS. ISCAS will only become involved if the first 2 stages of the process have been completed as confirmed by THMG. THMG should also inform clients that it is their right to inform the following regulatory bodies:

Care Quality Commission (CQC) – England: 03000 616161 – www.cqc.org.uk

Healthcare Inspectorate Wales (HIW) – Wales: 0300 0628163 – www.hiw.org.uk

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