Hearfocus - Privacy Notice

Hearfocus Ltd - Privacy Notice


Your information

At Hearfocus, keeping your data safe and secure is extremely important to us. We understand the concerns you might have about sharing your personal information with us and that’s why we’re committed to letting you know about the data we collect, why we collect it, how we use it and the very limited conditions under which it might be shared.


Our legal basis for processing your information

We will only ever collect the information we need to provide you with information at your request on our hearing products and services, known under General Data Protection Regulation (GDPR) as legitimate interest; to fulfil our contractual obligations to you after you have bought a hearing aid from us; or to manage our business effectively.


The information we collect about you and how we use it

If you ask us for information on our hearing aids, we will ask you for personal information such as your full name, address, date of birth, contact numbers and email address so we can provide you with the information you have asked for, and so we can, if required, offer you a hearing healthcare check.

If you go on to buy from us, we will use your personal information, including current and past health and medication information, your hearing check results, payment details and lifestyle information to fulfil our contractual obligation to you, such as fulfilling any warranty or aftercare you’re entitled to, offering you annual servicing, annual hearing screening checks and ensuring we comply with guidance from our regulator the Health and Care Professions Council (HCPC).


How we collect information from you

There are several ways we may collect information:

  • Website - You may give us your personal details through one of our online forms when requesting further information or purchasing hearing aid batteries.
  • Contact Centre - Our team will ask you to provide or confirm personal details so we can book you in for an appointment and/or send you further information.
  • Third Parties - We work with selected third party service providers who collect information on our behalf from those who have expressed an interest in private hearing care.


How long we keep your information

How long we keep your information for is determined by the purpose for which we use it and our obligations under other laws and regulators. We will always retain your information for 7 years after the date it is no longer needed by us unless you have exercised your right to have the information erased.


Who we may share your information with

We tend to use your information to provide a service and keep you updated. We do not share your information with any third parties for the purposes of direct marketing unless we have expressly told you that we do this at the point of collecting your information.

You can choose to opt out of receiving direct marketing from us by calling us on 0345 602 5083 or by emailing info@hearfocus.co.uk

Please note if you buy a hearing aid from us, we will contact you with details of your annual service and hearing screening as part of our commitment to your aftercare, even if you’ve chosen not to receive direct marketing from us. We offer this service to help you as we believe it’s a service you’d expect from us.

We may share your information with credit reference agencies if you apply for our payment plan, or with third parties like the Health and Care Professions Council (HCPC) to meet legal and regulatory requirements. We may also share it with hearing aid manufacturers, for example, to arrange the repair of your hearing aid, or with other healthcare professionals as part of your ongoing care. When we share your information, we will not allow other companies to contact you with their own marketing.

We may also pass your personal information to our insurers and if our business is wholly or partially transferred to a third party, your personal information may be one of the transferred assets.

We may share your information with external suppliers who process data on our behalf, for example who send out our mailing letters, email or SMS communications. Please rest assured that we only use reputable companies and we ensure they meet our stringent security requirements.


Your rights

You have the right to ask to see the personal information we hold about you – known as a subject access request (SAR). If you feel any information is inaccurate, you can ask us to correct it. You can also ask us to delete information about you (under certain situations and where by doing so we are not prevented from meeting our legal and regulatory requirements), to stop using your personal information for certain purposes, or to give you your information in a portable, transferable format. If you would like us to make a change in relation to your rights, please contact our Data Controller.


Updating your communication preferences

You may ask that we do not send you communications using any of the contact details we hold on our records, which might include your email, SMS, telephone and postal information. Your personal preferences can be changed at any time by contacting us on 0345 602 5083 or by using the link included on our email and SMS messages.


Use of Cookies

A cookie is a small text file containing information that a website transfers to your computer’s hard drive for record-keeping purposes. A cookie cannot give us access to your computer or to your personal information. Most web browsers automatically accept cookies. If you want help on restricting or disabling cookies, please refer to your browser’s online help. If you disable cookies, you can still view the information on our website but functionality may be reduced.


Useful information

We reserve the right to make changes and updates to our privacy without giving you notice. Our most up to date privacy policy is always available at www.hearfocus.co.uk/privacy-policy

If you have any questions, please contact us at Hearfocus Ltd, 59-61 Cowbridge Road East, Cardiff, CF11 9AE, email data.controller@hearfocus.co.uk or call 0345 602 5083 (we’re open 9am-5pm Monday to Friday, and 9am – 3pm on Saturdays).

You have the right to complain to the Information Commissioners Office who regulate the processing of personal information. For details of how to do this, please visit https://ico.org.uk/for-the-public


Updated: 05/02/2020