Privacy Policy

Divine Hearing Patient Privacy Notice — Version 1.0 | 29 June 2026

Data Controller

Divine Hearing Ltd
150 Station Road
Woburn Sands
Milton Keynes
MK17 8SG

What Information We Collect

We may collect and process the following information:

• Your name, date of birth, address, telephone number and email address.
• Appointment, booking and communication records.
• Health and hearing information, including: symptoms, relevant medical history, otoscopy findings, hearing test (audiogram) results, hearing aid information, clinical notes, referrals and aftercare records.
• Payment, invoice and account information.
• Your marketing preferences and consent choices.
• Photographs or videos where clinically necessary or where you have given separate consent.

Why We Use Your Information

Providing hearing care. This includes hearing assessments, ear wax removal, hearing aid services and aftercare.
Lawful basis: Contract; Legitimate interests. Special category condition: Provision of health or social care.

Maintaining clinical records, including managing complaints, referrals, insurance matters and legal claims.
Lawful basis: Legal obligation; Legitimate interests. Special category condition: Provision of health or social care; Legal claims.

Managing appointments and patient communications, including appointment reminders, clinical follow-up, test results, hearing aid repairs and invoices.
Lawful basis: Contract; Legitimate interests. Special category condition: Health or social care where applicable.

Payment and accounting, including invoicing and financial administration.
Lawful basis: Contract; Legal obligation.

Marketing, including newsletters, offers and promotions.
Lawful basis: Your consent; Legitimate interests where permitted by law. Where health information would be used to personalise marketing, we will only do so with your explicit consent.

Who We Share Your Information With

We may share your information with:

• Your GP, ENT consultant or other healthcare professionals where clinically appropriate or when requested by you.
• Hearing aid manufacturers, repair centres and laboratories for fitting, repairs, warranties or custom products.
• Trusted service providers including our booking system, IT support, email provider, telephone provider, website provider, payment processor and accounting software. These organisations process information on our behalf under appropriate data protection agreements.
• Professional advisers, insurers, regulators or public authorities where required by law or where necessary for legal, insurance or safeguarding purposes.

We never sell your personal information.

Marketing

We keep clinical communications separate from marketing communications.

Clinical or service communications include appointment reminders, clinical follow-up, test results, aftercare information, repair updates, warranty information and invoices. These communications are considered part of your care and are not marketing.

Marketing communications include newsletters, promotions and special offers.

You may opt out of marketing communications at any time. Choosing not to receive marketing will not affect the care or services you receive from Divine Hearing.

How Long We Keep Your Information

We only keep your personal information for as long as necessary to meet clinical, legal, insurance, accounting and regulatory requirements. Our retention schedule is reviewed regularly.

Adult clinical records are generally retained for a minimum of 8 years after your last appointment, unless a longer retention period is required by law or professional guidance.

Your Rights

Under UK data protection law you have the right to:

• Be informed about how your information is used.
• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your information in certain circumstances.
• Request restriction of processing in certain situations.
• Object to certain types of processing.
• Request data portability where applicable.
• Withdraw your consent at any time where processing relies on consent.

Cookies & Website Analytics

Separately from the clinical information above, our website uses a small number of cookies and similar technologies to understand how the site is used. You can choose whether to allow these when you first visit, using the cookie banner, and you can change your choice at any time by clearing your browser's site data for divinehearing.co.uk.

• Strictly necessary: technical cookies required for the site and our online booking system (provided by HearLink) to function. These cannot be switched off, as the site could not work correctly without them.
• Analytics (only with your consent): Google Analytics, which uses cookies to help us understand how visitors use the site, such as which pages are viewed. This only runs if you select "Accept All" in the cookie banner.
• Privacy-friendly analytics (always on): Cloudflare Web Analytics, which measures overall visits and page views without using cookies or collecting any personal identifiers, and does not track individual visitors.

Declining analytics cookies does not affect your ability to browse the site or book an appointment.

Contact Us

If you have any questions about this Privacy Notice or wish to exercise any of your data protection rights, please contact us.

Divine Hearing Ltd
150 Station Road
Woburn Sands
Milton Keynes
MK17 8SG

Telephone: 01908 026000
Email: [email protected]

Making a Complaint

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve your concerns.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent authority for data protection. Website: www.ico.org.uk