Privacy policy.

Hear Better Limited is the controller of your personal data.

Company number: 16792903

Registered address: 135 Hotspur Street, Newcastle Upon Tyne, NE6 5BH

Email: liam@hearbetternow.co.uk

For any privacy or data protection questions, or to exercise your data protection rights, please contact us at liam@hearbetternow.co.uk. Please include “Data Protection Request” in the subject line so we can deal with your request promptly.

Some of the information we collect may relate to your health, hearing, ear health or medical history. This is special category data under UK data protection law and requires additional protection.

Where we process health or hearing information to provide hearing care services, our Article 6 lawful basis is usually that processing is necessary for the performance of a contract with you, or to take steps at your request before entering into a contract.

Our Article 9 condition for processing health data is usually that processing is necessary for the provision of health care or treatment, where this is carried out by or under the responsibility of a health professional or another person who owes a duty of confidentiality.

Where we rely on your explicit consent for a specific use of health information, we will make this clear at the time and you may withdraw that consent at any time.

In most cases, the personal data we hold comes directly from you. In limited cases, we may receive information from another person acting on your behalf, such as a family member, carer or representative, but only where it is appropriate for us to use that information in connection with your enquiry, appointment or care.

Your data is used to:

We only use personal data where we have a lawful basis under UK GDPR.

Where we rely on legitimate interests, we only do so where we have considered your rights and freedoms and believe our use of your data is reasonable, proportionate and expected.

Our legitimate interests may include responding to enquiries, running and improving our business, keeping appropriate business records, protecting our website and systems, handling complaints or disputes, and communicating with existing customers about related services where permitted by law.

You have the right to object to processing based on legitimate interests.

Where we rely on your consent, you can withdraw it at any time.

This includes consent for analytics cookies, advertising cookies, optional marketing communications, and any specific use of health or personal data where we have asked for your consent.

Withdrawing consent does not affect any processing carried out before consent was withdrawn. It also does not affect processing we need to carry out under another lawful basis, such as legal obligations, contract, legitimate interests or health care record keeping.

When enabled, we use Google Analytics 4 to understand website usage and improve our services, and Google Ads (including conversion tracking and the Conversion Linker) to promote our services and measure advertising performance.

Where you have consented to analytics or advertising cookies, these tools may process online identifiers such as cookie IDs, device and browser information, IP address, page activity, referrer, and campaign tracking parameters (for example utm_source, utm_medium, utm_campaign and gclid). We may store campaign parameters such as gclid and UTM values alongside the enquiry you submit so we can understand which marketing activity led to your contact.

Conversions from phone calls and form submissions made from our website or our ads may be measured using these tools.

In the future we may enable Enhanced Conversions for Leads. If we do, hashed (one-way encrypted) versions of contact details such as your email address or phone number may be shared with Google solely to improve conversion measurement. This is not active until we say so in this policy and the cookie policy.

Some of this data may be processed by Google outside the UK. Where that happens, we rely on appropriate safeguards such as UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses.

You can accept, reject or change your cookie preferences at any time through the cookie banner or preferences control on our website. Analytics and advertising cookies are not set until you consent.

Our website may use essential cookies, analytics cookies and advertising cookies.

Essential cookies are needed for the website to work properly. Analytics cookies, including Google Analytics 4, help us understand how visitors use our website so we can improve it. Advertising cookies, including Google Ads cookies, may help us measure advertising performance or show relevant adverts.

You can change your cookie preferences through the cookie banner where available, or by adjusting your browser settings.

We do not sell personal data.

We may share personal data where necessary with trusted third parties, including:

Where we use service providers, they are only allowed to use personal data as instructed by us and must protect it appropriately.

Some of the service providers we use, including website, analytics, advertising, email or cloud technology providers, may process personal data outside the UK.

Where personal data is transferred outside the UK, we will take steps to ensure appropriate safeguards are in place. These may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or equivalent safeguards recognised under UK data protection law.

We only keep personal data for as long as necessary for the purpose it was collected, including to provide services, maintain proper records and meet legal, regulatory, accounting or professional obligations.

If we no longer need your personal data, we will securely delete it, anonymise it or put it beyond active use.

You do not have to provide personal data when browsing our website, except where certain information is collected through essential cookies.

If you want to make an enquiry, book an appointment or receive hearing care services, we will need certain information to respond to you and provide the service. This may include your name, contact details, address for home visits and relevant hearing or medical information.

If you do not provide the information we reasonably need, we may not be able to respond to your enquiry, arrange an appointment or provide hearing care services safely.

You have the following rights under UK data protection law:

These rights are not absolute and may depend on the circumstances. For example, we may need to keep certain records to meet legal, clinical, regulatory, insurance or professional obligations.

To exercise your rights, please contact liam@hearbetternow.co.uk. We may need to confirm your identity before responding to a request.

We do not use your personal data to make decisions based solely on automated processing that produce legal or similarly significant effects.

We may use limited advertising or analytics tools to understand website activity or show relevant adverts where you have consented to cookies, but this does not involve automated decisions about your care or access to our services.

We take appropriate steps to protect personal data from loss, misuse, unauthorised access, disclosure, alteration or destruction.

These steps may include access controls, secure systems, password protection, staff confidentiality, appropriate supplier checks and limiting access to personal data to those who need it.

If you have a concern about how we use your personal data, please contact us first so we can try to resolve it.

Email: liam@hearbetternow.co.uk

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.

Information Commissioner’s Office

Website: ico.org.uk

Telephone: 0303 123 1113

This Privacy Policy is governed by the laws of England and Wales.

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we use personal data.