The small print, in plain English.

Complaints procedure

I want every patient to be happy with their care. If something hasn't gone the way you expected, please tell me. Most concerns are resolved quickly and directly, and I would always rather hear from you than not.

How to raise a concern

Contact me directly:

• WhatsApp: 07877 763140
• Email: hello@dr-elle.co.uk
• In writing: Dr Eleanor McLaughlan, Camden Clinic, 11 Albion Road, North Shields, NE30 2RJ

Please include your name, the date of your treatment, what happened, and what you would like to see done about it.

What happens next

1. Acknowledgement within 3 working days. I'll confirm I've received your complaint and explain how I intend to handle it.
2. Full response within 10 working days. This will explain what I've found, whether anything went wrong, and what I propose to do. If I need longer, for example because I need to seek advice or arrange to see you, I'll tell you why and give you a new date.
3. A conversation, if you'd like one. You're welcome to discuss your concerns in person or by phone at any stage.
4. A written record. I keep a record of complaints and how they were resolved, separately from your clinical notes, so I can learn from them.

If you're not satisfied with my response

You have the right to take your complaint further. Depending on the nature of your concern, you can contact:

• The Dental Complaints Service, which handles complaints about private dental treatment. Telephone 020 8253 0800, or visit dcs.gdc-uk.org.
• The General Dental Council, if your concern is about my conduct or fitness to practise as a registered dentist. Telephone 020 7167 6000, or visit gdc-uk.org. My GDC registration number is 277977.
• Hamilton Fraser, my indemnity provider, who can be involved where appropriate.

If your complaint relates to how I have handled your personal data, you can complain to the Information Commissioner's Office at ico.org.uk.

Your right to complain

Raising a concern will never affect the standard of care you receive. You can ask someone to complain on your behalf, and I can arrange for a colleague to review your complaint independently if you would prefer that.

Cancellation and rescheduling policy

Consultations are complimentary and don't need a deposit. A deposit is required to secure every treatment appointment. Without a deposit, your treatment booking will not go ahead. Please use your name as the payment reference.

Deposits are non-refundable, but can be transferred to another appointment provided you give me at least 48 hours' notice. That gives me time to offer the slot to someone else.

If you cancel or ask to reschedule within 48 hours of your treatment appointment:

• Your deposit will not be refunded.
• Your appointment cannot be rescheduled, and a new deposit will be required to rebook.

If you do not let me know at all that you wish to reschedule, your deposit is forfeited and a new deposit will be needed to book again.

Please arrive on time. If you arrive late, there may not be enough time to treat you safely and your appointment may need to be rescheduled.

I appreciate that life happens, and I will always try to be reasonable in genuinely exceptional circumstances. Please just get in touch as early as you can.

Review policy

Reviews help people choose a practitioner safely, so they need to be genuine. This is how I ask for them and look after them.

• Genuine patients only. I only ask people who have had a consultation or treatment with me to leave a review. I never write reviews, pay for them, or ask family, friends or anyone who works with me to review the clinic.
• No rewards. I never offer discounts, free treatment, gifts or anything else in exchange for a review, or for changing or removing one.
• Everyone is asked. I ask every patient for honest feedback, not only those I expect to be happy, and I never tell anyone what to write.
• Nothing is edited. The rating and reviews shown on this website come straight from my Google profile. I don't edit them or choose which ones appear.
• Replies respect confidentiality. When I reply to a review, I won't confirm whether someone is a patient or discuss anyone's treatment in public.

If you think a review of this clinic is fake or misleading, please tell me at hello@dr-elle.co.uk. I'll look into it and report it to the platform where appropriate.

Privacy policy

Last updated: 2 November 2026

This policy explains how I collect, use and protect your personal information.

Who I am

Elda Associates Ltd is the data controller for the information described in this policy. Dr Eleanor McLaughlan is a director of the company.

• Company: Elda Associates Ltd, registered in England and Wales, company number 15937652. Registered office: 1 Chapel Court, Holly Walk, Leamington Spa CV32 4YS
• Clinic address: Camden Clinic, 11 Albion Road, North Shields, NE30 2RJ
• Contact: hello@dr-elle.co.uk / 07877 763140
• ICO registration number: ZB926567

What I collect

When you enquire or book: name, contact details, date of birth; appointment details and preferences.

When you become a patient: full medical history, including medications, allergies and relevant conditions; details of the treatments you receive, products used, batch numbers and injection sites; clinical photographs, where you have consented to them; consent forms and treatment records; aftercare and follow-up correspondence.

When you use this website: basic technical information such as your IP address, browser and pages visited (see the cookie notice below).

Your medical information is classed as special category data under UK GDPR and is handled with additional protection.

Why I collect it and my lawful basis

• Providing safe, appropriate treatment: Article 6(1)(b) contract, and Article 9(2)(h) provision of healthcare
• Keeping clinical records: legal obligation and professional regulatory requirements
• Appointment reminders and aftercare: legitimate interests
• Responding to complaints or claims: Article 9(2)(f) legal claims
• Marketing, such as offers or newsletters: consent, which you can withdraw at any time
• Clinical photographs used publicly: explicit consent, given separately and specifically

Your before and after photographs are never used publicly without your separate, specific, written consent. You can withdraw that consent at any time and I will remove the images from anywhere I control.

Who I share it with

• Aesthetic Nurse Software, the platform that runs my online booking, acting as a data processor
• A prescribing clinician, where a treatment requires a prescription, so that they can assess your suitability
• Hamilton Fraser, my indemnity provider, if there is a complaint, incident or claim
• Your GP or another healthcare professional, if it is necessary for your safety, normally with your knowledge
• Regulators such as the GDC, where I am legally required to do so

This website also uses a few outside services:

• FormSubmit (formsubmit.co), which passes messages from the contact form on to my email
• Cloudflare, which hosts this website, protects it from abuse and counts visits without using cookies
• Google, which provides the map (only with your permission) and, if you allow it, live Google reviews. Google receives your device's IP address when these load
• Behold (behold.so), which, if you allow it, supplies the recent Instagram posts shown on the home page

I do not sell your data. I do not share it for anyone else's marketing.

How long I keep it

• Clinical records for adults: 11 years from the date of your last treatment
• Clinical records for anyone treated under 18: until their 25th birthday, or 11 years, whichever is longer
• Enquiries that don't become bookings: 12 months
• Marketing consent records: until you withdraw consent, plus a short period to evidence the withdrawal

Keeping it secure

Records are held on password-protected, encrypted systems with access limited to me. Any paper records are stored securely. My booking platform is contractually required to protect your data to UK GDPR standards.

Your rights

• Ask for a copy of the information I hold about you
• Have inaccurate information corrected
• Ask for information to be deleted, though I cannot delete clinical records I am professionally required to retain
• Restrict or object to certain processing
• Withdraw consent at any time, including consent for photographs or marketing
• Ask for your data in a portable format

To exercise any of these, contact me at hello@dr-elle.co.uk. I will respond within one month. If you're unhappy with how I've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk, or on 0303 123 1113.

Cookie notice

Last updated: 2 November 2026

Cookies are small files stored on your device when you visit a website.

What this site uses

No tracking, advertising or analytics cookies. This website doesn't set any of these.

Your choice about outside content. If you make a choice in the banner below, your browser remembers it so you aren't asked again. This is strictly necessary to respect your choice.

Outside content, only with your permission. Live Google reviews come from Google, and recent Instagram posts come from Behold. These services may set their own cookies and receive your device's IP address. If you don't allow them, the site shows a short summary and a link instead.

The map. The Google map only loads if you allow outside content or choose "Show map". Google may then set its own cookies.

Visit counts. Cloudflare, which hosts the site, counts visits without using cookies or building a profile of you.

Fonts. The website's fonts are stored on this website, so no outside service is contacted to show them.

Booking and links. My online booking is provided by Aesthetic Nurse Software. When you click through to book, that service sets its own cookies under its own privacy policy. Links to Instagram and WhatsApp open those services under their own policies.

Your choices

When a page has outside content to show, you'll be asked whether to allow it. You can change your mind at any time using the cookie settings link in the footer.

You can also block or delete cookies in your browser settings, though this may affect how the site works.

Questions

Contact me at hello@dr-elle.co.uk.