Privacy Notice

South Coast Hearing

South Coast Hearing
Privacy Notice
Version 1.1
April 2026

South Coast Hearing is committed to protecting your personal data and handling it lawfully, fairly, and transparently.

This Privacy Notice explains how we collect, use, store, and share personal data when you:

visit our website;

request or book an appointment;

receive hearing care or ear care services from us; or

otherwise interact with us.

1. Who We Are

South Coast Hearing is the data controller for the personal data covered by this Privacy Notice.

Our contact details are:

South Coast Hearing
CE Hall
111 West Street
Farnham
GU9 7HH

Email: hello@southcoasthearing.co.uk
Telephone: 07537 167011

ICO registration number: ZB912480

2. The Information We Collect

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

name;

postal address;

email address;

telephone number;

date of birth;

appointment details;

payment and billing information;

communications with you;

medical history relevant to the services we provide;

hearing and ear health information;

treatment notes and clinical records;

information submitted through website forms.

We may also collect limited technical information when you use our website, such as IP address, browser type, device information, and cookie data, depending on your settings and consent choices.

3. How We Collect Your Data

We may collect personal data:

directly from you when you contact us, complete a form, book an appointment, or attend for care;

from a relative, carer, or representative acting for you;

from another healthcare professional, such as your GP, where relevant and appropriate;

automatically through website technologies such as cookies, where applicable.

Our services are intended for adults. Where a relative, carer, or representative contacts us on your behalf, we may record relevant information needed to respond, arrange an appointment, or provide care.

4. Why We Use Your Data

We may use your data to:

respond to enquiries;

arrange, confirm, and manage appointments;

assess your hearing and ear care needs;

provide audiology and ear care services;

maintain clinical records;

communicate with you about your care;

arrange referrals where appropriate;

process payments and keep business records;

manage complaints, queries, or legal matters;

improve our website and services;

comply with legal, professional, insurance, and regulatory obligations.

5. Lawful Bases for Processing

We process your personal data under the UK GDPR and the Data Protection Act 2018.

Depending on the circumstances, our lawful bases may include:

taking steps at your request before entering into a contract;

performing a contract with you;

complying with a legal obligation;

our legitimate interests in running and improving our services, provided those interests are not overridden by your rights.

For appointment booking, service delivery, payment and aftercare, we usually rely on contract or steps taken before entering into a contract.

For clinical records, referrals, and care-related communication, we rely on providing health care or treatment, supported by our legitimate interests and/or legal obligations where applicable.

For accounting, tax, insurance, complaints, and legal records, we may rely on legal obligation or legitimate interests.

For optional marketing communications, we rely on consent.

6. Health Information and Special Category Data

Health information is special category data under UK GDPR and requires additional protection.

When we process health information for audiology or ear care services, we rely on the special category condition that processing is necessary for the provision of health care or treatment, or the management of health care systems and services, where applicable.

This may include information about your hearing, ear health, medical history, symptoms, clinical findings, test results, treatment notes, referrals, and hearing technology.

7. Consent

Clinical consent to treatment is separate from data protection consent.

Where we rely on consent for a specific use of data, such as optional marketing, you may withdraw that consent at any time.

We will not send you optional marketing communications unless you have clearly agreed to receive them. You can withdraw consent or unsubscribe at any time.

We may still contact you about appointments, clinical care, aftercare, payment matters, or important service-related information where this is necessary.

8. Sharing Your Data

We do not sell your personal data.

We may share your data where necessary with:

your GP or other healthcare professionals involved in your care;

hearing aid manufacturers, laboratories, repair centres, or suppliers where needed to provide your care;

software or IT providers who process data on our behalf;

website, email, booking, or communication providers;

payment processors or accountants;

insurers, legal advisers, or professional advisers where necessary;

regulators, courts, law enforcement, or public authorities where required by law.

Where third-party providers process personal data on our behalf, we take reasonable steps to ensure they handle it securely and only in line with our instructions.

9. International Transfers

Some of the software or service providers we use may store or process data outside the UK.

Where this happens, we will take reasonable steps to ensure appropriate safeguards are in place, such as UK adequacy regulations or approved contractual protections.

10. Data Security

We take appropriate technical and organisational measures to protect personal data, including secure systems, password protection, controlled access, and reasonable safeguards against unauthorised access, loss, misuse, or disclosure.

Where information is held electronically, we aim to use secure systems and appropriate access controls. Where paper records are used, they are stored and disposed of securely.

11. Retention

We keep personal and clinical records only for as long as reasonably necessary for the purposes set out in this Privacy Notice.

In deciding how long to keep records, we consider:

the nature of the service provided;

clinical continuity and aftercare;

professional and insurance requirements;

legal limitation periods;

accounting and tax requirements;

complaints, disputes, or legal claims that may arise.

Financial records are usually kept for up to six years for accounting and tax purposes.

Enquiry information where no appointment takes place may be kept for a shorter period unless there is a clear reason to retain it.

Clinical records may be kept for longer where necessary for continuity of care, professional record-keeping, insurance, legal, or complaint-handling purposes.

12. Your Rights

Depending on the circumstances, you may have the right to:

request access to your personal data;

request correction of inaccurate or incomplete data;

request erasure;

request restriction of processing;

object to processing;

request transfer of certain data to you or another provider;

withdraw consent where consent is the basis relied on.

These rights do not apply in every situation. Some rights may be limited where we need to keep clinical, legal, accounting, insurance, or regulatory records.

If you wish to exercise your rights, please contact us using the details in this notice.

13. Website Cookies

We may use cookies and similar technologies on our website to help it function properly, improve performance, and understand how visitors use the site.

Some cookies may be essential. Others may only be used with your consent.

For more information, please see our separate Cookie Policy.

14. Complaints

If you have any concerns about how we use your personal data, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office.

Information Commissioner’s Office
Website: ico.org.uk
Telephone: 0303 123 1113

15. Changes to This Notice

We may update this Privacy Notice from time to time.

The latest version will be posted on our website. Where changes are significant, we may take additional steps to bring them to your attention.

16. Contact

If you have any questions about this Privacy Notice or wish to exercise your rights, please contact:

Email: hello@southcoasthearing.co.uk