Privacy Policy

Last Reviewed: June 2026

South Wales Hearing Health is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store and protect your personal information when you use our services, visit our website or contact us.

WHO WE ARE

South Wales Hearing Health Ltd is the Data Controller responsible for your personal information.

Our contact details are:

South Wales Hearing Health Ltd
6 Derwen Road
Bridgend
CF31 1LH

Email: info@southwaleshearinghealth.co.uk
Telephone: 01656 652444

If you have any questions regarding this Privacy Policy or how we use your personal information, please contact us using the details above.

WHAT INFORMATION WE COLLECT

We may collect and process the following information:

  • Name
  • Address
  • Date of birth
  • Telephone number(s)
  • Email address
  • Emergency contact details
  • Appointment preferences
  • Information relating to your hearing health
  • Medical history relevant to your hearing care
  • Audiograms, hearing assessments and clinical notes
  • Details relating to hearing aids and other products supplied
  • Payment and finance information where applicable
  • Information submitted through website enquiry forms
  • Information collected when you contact us by telephone, email or social media

INFORMATION COLLECTED AUTOMATICALLY

When you visit our website, we may automatically collect:

  • IP address
  • Browser type and version
  • Device information
  • Operating system
  • Pages visited
  • Time spent on pages
  • Search terms used
  • Website usage information

HOW WE USE YOUR INFORMATION

We use your personal information to:

  • Arrange and manage appointments.
  • Provide hearing assessments, hearing aid services and aftercare.
  • Maintain accurate clinical records.
  • Supply, service and repair hearing aids and related products.
  • Communicate with you regarding appointments and services.
  • Respond to enquiries and provide customer support.
  • Process payments and finance applications where applicable.
  • Improve our website and services.
  • Meet our legal, professional and regulatory obligations.
  • Protect against fraud and unauthorised activity.
  • Inform existing patients about new hearing technology, warranty expiry, servicing requirements and other services relevant to their ongoing hearing care.

LEGAL BASIS FOR PROCESSING

Under UK data protection law, we process personal information using one or more of the following lawful bases:

  • Performance of a contract.
  • Compliance with legal obligations.
  • Legitimate interests.
  • Consent, where required.
  • Provision and management of healthcare services.

As part of providing hearing healthcare, we process special category health information. We do so because processing is necessary for the provision and management of healthcare services.

WHO WE SHARE YOUR INFORMATION WITH

We may share your information with:

  • Healthcare professionals involved in your care.
  • Hearing aid manufacturers and repair providers.
  • Finance providers where you apply for finance.
  • Third-party software providers used to manage patient records and appointments.
  • Professional advisers including accountants, insurers and legal advisers.
  • Regulatory bodies, government agencies or law enforcement authorities where required by law.

We require all third parties to respect the security of your personal information and to process it in accordance with applicable data protection laws.

We will never sell your personal information to third parties.

THIRD-PARTY SERVICE PROVIDERS

To help us provide our services, we may use third-party providers for:

  • Patient management systems.
  • Appointment reminders and communications.
  • Website hosting.
  • Data storage and backup.
  • Website analytics.
  • Online advertising and marketing.

These providers will only process your information in accordance with our instructions and applicable data protection legislation.

COOKIES AND WEBSITE ANALYTICS

Our website uses cookies and similar technologies to provide functionality and improve user experience.

Cookies help us:

  • Ensure the website functions correctly.
  • Understand how visitors use our website.
  • Improve website performance.
  • Measure the effectiveness of advertising.

We may use services including:

  • Google Analytics
  • Google Ads
  • Meta (Facebook) advertising tools

Most web browsers allow you to control cookies through your browser settings. Please note that disabling certain cookies may affect website functionality.

DATA RETENTION

We keep personal information only for as long as necessary to provide our services and to comply with legal, professional and regulatory requirements.

Clinical records are retained in accordance with applicable healthcare, legal and professional guidelines.

Information submitted through website enquiry forms and general correspondence will be retained only for as long as necessary for the purposes for which it was collected.

When information is no longer required, it will be securely deleted or destroyed.

YOUR RIGHTS

Under UK data protection law, you have the right to:

  • Request access to your personal information.
  • Request correction of inaccurate information.
  • Request deletion of your personal information in certain circumstances.
  • Request restriction of processing.
  • Object to processing.
  • Request transfer of your information to another organisation.
  • Withdraw consent where processing is based on consent.

If you wish to exercise any of these rights, please contact us.

To protect your privacy, we may ask for proof of identity before responding to requests.

MARKETING COMMUNICATIONS

We may occasionally contact existing patients regarding products and services relevant to their hearing healthcare.

This may include information about new hearing technology, hearing aid servicing, aftercare, warranty expiry, product recalls or other information that we believe may be beneficial to you as an existing patient.

If you do not wish to receive these communications, you can contact us at any time and ask us not to contact you for these purposes.

INTERNATIONAL TRANSFERS

Some of the third-party service providers we use may store or process personal information outside the United Kingdom.

Where personal information is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your information and that all transfers comply with applicable UK data protection legislation.

If you would like further information about international transfers and the safeguards we use, please contact us using the details provided in this Privacy Policy.

SECURITY

We take the security of your personal information seriously.

We have implemented appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, disclosure or destruction.

However, no method of transmission over the internet is completely secure and we cannot guarantee absolute security.

COMPLAINTS

If you have concerns about how we handle your personal information, please contact us in the first instance so that we can try to resolve the matter.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Website: www.ico.org.uk
Telephone: 0303 123 1113

CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time. Any changes will be published on this page and the latest version will always be available on our website.