Privacy Policy

Comforts Hearing Ltd is the data controller responsible for your personal information. Our registered address is 65 Seymour Avenue, Morden, London.

If you have any questions about how we handle your data, please contact us at: info@comforts-hearing.co.uk or call 07916 708 703.

We may collect and process the following categories of personal data:

• Identity data: first name, last name
• Contact data: email address, telephone number, postal address
• Health data: hearing test results, audiograms, medical history relevant to your care (special category data)
• Appointment data: dates, times, services booked, location preferences
• Communication data: enquiries, messages, and feedback you send us
• Technical data: IP address, browser type, pages visited (collected via our website)

The Listening Profile exercise runs in your browser without using your microphone. Responses are not sent to us during the exercise. If you choose to take a summary to booking, a copy is kept in this browser tab with a 30-minute expiry. You can review and remove it before booking. Only if you explicitly choose to attach it and confirm your appointment is it stored with your booking and care record. A downloaded summary is a file on your device under your control.

When you attend the clinic, your hearing aid dispenser can record a clinical review linked to your appointment, including any shared profile, findings, discussion and agreed next steps. The record includes the reviewer’s name, role, review date and signing time. Later corrections are retained as addenda. These clinical reviews are restricted to registered clinical reviewers and are kept separately from routine booking email notes.

We collect information in the following ways:

• When you complete our online booking form or contact form
• When you attend an appointment at one of our clinics
• When you contact us by telephone, email, or in writing
• Automatically via cookies and analytics tools when you use our website

We use your personal data for the following purposes:

• To schedule, manage, and confirm your appointments
• To provide and document the clinical services you receive
• To communicate with you about your care and follow-up appointments
• To send appointment reminders (with your consent)
• To comply with our legal and regulatory obligations
• To improve our website and services through analytics

We will never sell your personal data to third parties or use it for unsolicited marketing without your explicit consent.

If you choose email updates, we record your email address, the permission wording and date, confirmation or recorded consent evidence, and subscription status. New website signups require email confirmation. Updates may cover hearing tips, clinic news, services and website/app features. Booking or receiving treatment does not automatically subscribe you.

We use Resend to deliver email updates and handle unsubscribe requests and delivery events, including bounces and complaints. Campaigns do not include your clinical notes or hearing results. You can unsubscribe using the link in an update email or by contacting us. We retain a record of your opt-out to avoid subscribing you again inadvertently. Necessary appointment communications are handled separately.

We rely on the following legal bases to process your personal data:

• Contract: processing necessary to fulfil our service to you
• Legitimate interests: improving our services and communicating with you about your care
• Legal obligation: complying with applicable laws and regulations
• Explicit consent: for processing special category health data and sending marketing communications

As a healthcare provider, we process health-related information about you. This is classified as special category data under UK GDPR. We process this data on the basis of providing you with healthcare services and will take all reasonable steps to protect it.

Your health data is stored securely and accessed only by the clinical staff involved in your care.

We do not sell, rent, or trade your personal data. We may share it only in the following limited circumstances:

• With your GP or other healthcare providers, where clinically necessary and with your knowledge
• With technology service providers (such as our booking and database platforms) who process data on our behalf under strict data processing agreements
• With regulatory authorities or law enforcement where required by law

We retain clinical records for a minimum of 8 years from the date of last contact, in line with NHS guidance for private healthcare providers. Booking and contact data may be retained for up to 2 years after your last interaction with us.

When data is no longer required, it is securely deleted or anonymised.

Under UK GDPR, you have the following rights regarding your personal data:

• Right of access: request a copy of the data we hold about you
• Right to rectification: ask us to correct inaccurate data
• Right to erasure: request deletion of your data (subject to legal obligations)
• Right to restriction: ask us to limit how we process your data
• Right to data portability: receive your data in a structured, machine-readable format
• Right to object: object to processing based on legitimate interests
• Right to withdraw consent: where processing is based on consent, withdraw it at any time

To exercise any of these rights, please contact us at info@comforts-hearing.co.uk. We will respond within 30 days.

Our website uses cookies to improve your browsing experience and to analyse site traffic. By using our website, you consent to the use of cookies in accordance with this policy. You can disable cookies in your browser settings, although this may affect the functionality of the site.

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, loss, or disclosure. Our website uses HTTPS encryption and our data is stored on secure, access-controlled servers.

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.

If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

ico.org.uk  ·  0303 123 1113