We also collect the following special category information to provide patient care, services, pharmaceutical products and other goods. This information is subject to additional protection due to its sensitive nature:

Health information

We collect or use the following personal information to comply with legal requirements:

Name

Contact information

Any other personal information required to comply with legal obligations

We also collect the following special category information to comply with legal requirements. This information is subject to additional protection due to its sensitive nature:

Health information

We collect or use the following personal information for information updates, marketing or market research purposes:

Names and contact details

Addresses

Marketing preferences

Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:

Names and contact details

Addresses

Payment details

Purchase or service history

Relevant information from previous investigations

Correspondence

We also collect the following special category information for dealing with queries, complaints or claims. This information is subject to additional protection due to its sensitive nature:

Health information

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.

Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.

Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.

Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.

Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.

Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide patient care, services, pharmaceutical products and other goods are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information to comply with legal requirements are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for information updates, marketing or market research purposes are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Where we get personal information from

Directly from you

Family members or carers

Other health and care providers

GP's Ear, Nose and Throat Surgeons, Speech Therapists

How long we keep information

Adult Records 8 years

Children and Young People's Records: Retained until the child's is 25 (by 26th birthday) or 10 years after last contact, whichever is longer.
Financial and Invoicing Records: Minimum of 6 years for HMRC and tax compliance.
Complaints or Ongoing Claims: Retain indefinitely or until the legal/insurance matter is completely resolved, regardless of standard timeframes.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

· Hearlink

This data processor does the following activities for us: They manage our audiology software that we use to save patient records, information and referrals into us and referrals/reports to other health care practitioners or clients

· SAS

This data processor does the following activities for us: They manage our incoming phone calls and access our audiology software that we use to save patient records and staff calanders in order to book appointments.

Others we share personal information with

Other health providers (e.g. GPs, Consultants, Speech Therapists, NHS )

Duty of confidentiality

We are subject to a common law duty of confidentiality. However, there are circumstances where we will share relevant health and care information. These are where:

you’ve provided us with your consent (we have taken it as implied to provide you with care, or you have given it explicitly for other uses);
we have a legal requirement (including court orders) to collect, share or use the data;
on a case-by-case basis, the public interest to collect, share and use the data overrides the public interest served by protecting the duty of confidentiality (for example sharing information with the police to support the detection or prevention of serious crime);
If in England or Wales – the requirements of The Health Service (Control of Patient Information) Regulations 2002 are satisfied; or
If in Scotland – we have the authority to share provided by the Chief Medical Officer for Scotland, the Chief Executive of NHS Scotland, the Public Benefit and Privacy Panel for Health and Social Care or other similar governance and scrutiny process.

Use of cookies

We use cookies, small pieces of data that websites store on a device, to help our website run effectively and to provide the best experience for our site visitors. Some of these are functional and required cookies that allow visitors to navigate around the website. Others are analytical and performance cookies. You can find more information here about the cookies in use on our website.

You are in control of cookies and so this article also describes how you can change your settings. You can also find out more about cookies on these two websites www.aboutcookies.org or www.allaboutcookies.org.

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

Email: admin@tjhearing.co.uk

Telephone: 01635 745 026

Post: Unit 2 Kendrick House, Wharf Street, Newbury RG14 5AP

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

ICO Head Office
4th Floor, No.3 Circle Square
5 Hawkshaw Street
Manchester
M1 7BL

Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint

Last updated: 26 October 2026

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