2. Information about us
These companies include the following.
For clinic customers or users of our website:
Gatwick Audiology Limited
Medwyn Centre, Reigate Road, Dorking, Surrey, England, RH4 1SD
Gatwick Audiology are data controllers of your personal information for the purposes of any data-protection legislation that applies. This means that they are responsible for how and why your personal information is collected, used and stored. If have any questions or concerns about how your information is being managed, you can write to our Data Protection Officer at Gatwick Audiology, Pulborough Medical Group, Spiro Close, Pulborough, West Sussex RH20 1PG.
2. What personal information do you collect?
We may collect and process information about you including:
your date of birth;
your contact phone numbers (including mobile);
your email and postal address;
your relevant health details, such as:
current and hearing health conditions, general health conditions and or hearing prescriptions;
medication details; and
communication between your audiologist and your GP;
your examination and test results;
your payment details;
information about your lifestyle;
any other information you have chosen to give us.
3. Why do we use your personal data?
We process your personal information for the following reasons, to help us provide you with the best possible hearing health care and customer experience. We will only process your personal information if we have a lawful basis (reason) to do so. We rely on the following lawful bases to collect and process your personal information;
Legitimate interests – It is in our genuine interests to process your information for the following purposes to make sure we provide you with a professional hearing service in the most secure and appropriate way:
To perform hearing tests so we can understand your hearing health.
To work out and dispense your hearing aids.
To book your hearing tests.
To send you communications about looking after hearing health.
To send you direct marketing communications about our products, offers and discounts. You can opt out of these communications at any time.
To send you surveys and to ask for feedback to help us improve our service and make our service and products more relevant to you. We use information collected through customer surveys, cookies, research, and analysis to help us improve our service.
To communicate with you about health care information, special offers and discounts that are relevant to you.
To respond to complaints, queries and any claims made against us.
To ensure the safety and security of our customers when in our stores.
To understand the experience of our customers when in-store. This helps us to identify the strengths and weaknesses of our customer service, and can be used to inform a development strategy for improving customer experiences.
Please note, we will communicate with you using the communication preferences you give us. This may include by post, email, text message, phone or on social media.
Contractual obligations – we rely on the responsibilities set out in our contract with you when we process your information in order to keep to any arrangements we have made with you. This may include for the following reasons:
To manage your online account.
To process transactions when you buy any of our goods and services.
To process your credit-card or debit-card information when you are paying for goods and services, or when we are dealing with refunds.
To provide you with our products and services.
To meet the obligations we have under our contract with you.
On some occasions we may need to share your information with other third parties who have a legal right to access it (for example, the police, our insurers, external auditors, and investigators).
We may need to share your information with companies who provide us with your updated personal information, such as changes to your contact information or deceased indicators (notice of your death).
We will need to process your information if you ask us for a copy of the personal information we are holding. This is known as a ‘subject access request’ and is one of the rights you have under the General Data Protection Regulation (GDPR).
We have to process your personal information to meet our responsibilities as registered and dispensing audiologists.
We may need to share your information to help prevent and detect fraud, and to protect the health and safety of members of the public, our staff and our customers.
In line with our rights under relevant data-protection law, there may be times when we will anonymise your personal information. That means any details which could be used to identify you, such as your name, will be removed so that you can no longer be identified.
4. long do you keep my information for?
We will not keep your personal information for longer than necessary and will always follow the relevant health-care laws and regulations. It might be necessary to keep your personal information to:
provide products and services (including aftercare services);
maintain records to meet our tax and other legal or regulatory responsibilities; and
protect and defend against claims.
When there is no longer a legal need for us to keep your personal information, we will either delete it or anonymise it and use it appropriately.
5. We may share your personal information with other people when it is necessary to do so, including for the following reasons:
We use other organisations to help us process personal information, but they are not allowed to use it for any other purposes. We may use the information we are given from other organisations to add to and improve our databases of customer details.
We may reveal personal information to health authorities, including the NHS or national equivalent organisations.
We may pass personal information to external agencies and organisations, including the police and other law-enforcement agencies, to prevent and detect fraud (including fraudulent transactions) and criminal activity. These external agencies may check the information we give them against public and private databases and may keep a record of those checks to use in future security checks.
If a claim is made, or could be made, against us or other members of the Gatwick Audiology, we may pass personal information to our insurers.
If we sell or buy any business or assets, we may reveal personal information about you to the seller or buyer.
If we (or our assets) are bought or taken over by another organisation, personal information we hold about customers will be one of the assets transferred.
We may pass your personal information to others:
if we have to by law (including under a court order);
to protect our rights, property and safety and those of our customers, employees or others.
We may share an anonymised version of your email address to third-party social media sites, such as Facebook, to enable us to display marketing to you. When we do this, we use a process called ‘hashing’ to protect your details. This is where we scramble the plain text of your email address into a unique and irreversible collection of numbers and letters so that your email address cannot be recognised. When we do this, social media providers are only allowed to use your information to display our marketing to you through their site and not for any of their own purposes. You can update your social media privacy preferences on your own social media accounts.
We may share an anonymised version of your personal information or clinical test results (or both) to third-party equipment and technology suppliers or research institutions:
6. do you process my personal information?
Sometimes it may be necessary to share your personal information with other businesses and organisations, it may be handled according to local laws.
If we need to share your personal information outside of the UK, EU or EEA, we will make sure that the transfer is in line with data-protection law.
8. What rights do I have?
You have certain rights under UK data-protection law, including the right to:
access your personal information (we may charge a fee if we are allowed to do so by law); and
correct your personal information if it is inaccurate or incomplete.
You also have the right to ask us to delete your personal information and to stop processing it if we have no legal basis to keep storing or processing it. This includes if:
we no longer need your personal information for the purpose originally collected or processed it for;
you withdraw your permission;
you object to us processing your personal information;
you ask us to stop processing your personal information (although we are entitled to store your personal information, we cannot process it further if you ask us not to);
we move or transfer your personal information to another organisation; or
you object to us processing your personal information if we are processing it:
based on our legitimate interests (our business purposes)
for direct marketing; or
for scientific or historical research and statistical purposes.
To exercise of the above rights, please contact us at email@example.com
You have the right to complain to the Information Commissioner’s Office. They can investigate whether organisations are keeping to data-protection law. For more information, visit ico.org.uk.
9. What choices do I have?
We may use your personal information to contact you about our products and services.
If you do not want to receive marketing material contact our Marketing Manager at firstname.lastname@example.org or call 0333 011 7717.
You can choose to stop receiving marketing emails from us by following the unsubscribe link and instructions in the marketing emails we send you.
10. How you protect my personal information?
We use the following security technology and methods to help protect your personal information from unauthorised access and use.
Encryption, meaning that information is hidden so that it cannot be read without special knowledge (such as a password). This is done with a secret code (a cypher). The hidden information is said to be ‘encrypted’.
Using a different name for you so we can hide parts of your personal information.
Controlling access to systems and networks. This allows us to stop people who are not allowed to view your personal information from getting access to it.
We have no control over the contents of other websites or resources which are linked to our website. We accept no responsibility for them or the privacy practices they use, or for any loss or damage that results from you using those websites or resources.
11. We are an independent audiology business and provide a number of hearing care products from a range of manufacturers. We are a third party supplier to these businesses and do not accept any liability as a result for any loss or damage as a result from any product from a supplier. All issues will be referred directly to the third party supplier directly.