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Privacy Policy

Hearing & Mobility - Privacy Notice

Your information

At Hearing & Mobility, 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 who we might share it with.


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 and mobility 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 or mobility 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 or mobility 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 test or mobility demonstration.

If you go on to buy from us, we will use your personal 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 tests and ensuring we comply with guidance from our regulator the Health and Care Professions Council (HCPC).

We may need to collect personal information about you, in the case of mobility products, if you are claiming VAT exemption on the grounds of being chronically sick or disabled.


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. For example, if you enquire about stairlifts through our website you will be asked to confirm that you are happy for us to share your details with our stairlift partner.

You can choose to opt out of receiving direct marketing from us by calling us on 0345 602 5083 or by emailing info@hearingandmobility.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. When we share your information, we will not allow other companies to contact you with their own marketing.

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 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), 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 – details below.


Useful information

We may make changes to our privacy notice in the future so we recommend that you regularly check our notice online at wwww.hearingandmobility.co.uk/privacynotice

If you have any questions, please contact us at Hearing & Mobility, 59-61 Cowbridge Road East, Cardiff, CF11 9AE, email data.controller@hearingandmobility.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



Other Web Sites

Our website may contain links to other websites and although we do not provide any customer information to these websites, they are outside our control and are not covered by our Privacy Policy. If you access other websites using the links provided, the operators of these websites may collect information from you which will be used by them in accordance with their Privacy Policy, which may differ from ours.



Our site uses cookies. A cookie is a small file of letters and numbers that, when you visit our site, we download and store on your browser or the hard drive of your computer or other device. They allow us to recognise your computer or other device, and deliver a better and more personalised service to you.

Generally, you can set your browser to accept all cookies, block/reject all cookies, or modify your browser to alert you of any new cookies.

Our site, or parts of it, may not function without technical problems or be accessible if you have disabled cookies in your browser.

You can find more information about cookies, including how to see what cookies have been set and how to manage and delete them, by visiting www.aboutcookies.org or www.allaboutcookies.org.


Security Policy

At Hearing and Mobility we are aware of and take very seriously, the security and privacy issues surrounding the use of payment facilities via the Internet. As a result, we have taken every precaution, including the use of Sagepay for the transmission of all sensitive credit/debit card and payment information details. Sagepay are one of the leaders in Internet Payment Solutions, so you can be safe in the knowledge that your transaction details will remain safe and secure.

If you have any concerns regarding the security of this site please email enquiries@hearingandmobility.com




This disclaimer does not affect your statutory rights as a consumer. Please note some of our processes are manual and errors can occur. We carry out frequent checks to detect any errors. If they do occur we will act immediately to minimise inconvenience and disappointment that may be caused. We reserve the right to cancel any order where obvious errors in pricing or product description have occurred.

Applicable law - These Terms and Conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English and Welsh courts shall have jurisdiction over any disputes between us.

Statutory Rights - These Terms and Conditions are in addition to your statutory rights as a consumer, which remain unaffected.


Last updated: 25/05/2018

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