Privacy statement

What personal information do you collect?

We may collect and process information about you including:

  • your name;
  • your date of birth;
  • your contact phone numbers (including mobile);
  • your email and postal address;
  • your relevant health details including (a) current and past hearing health conditions, general health conditions, (b) current medication details;
  • your examination and test results;
  • your payment details;
  • your employment and lifestyle information;
  • details of any prescription supplied to you by your healthcare professional or medical practitioner;
  • information that you provide by filling in forms on our website;
  • details of your visit to the website and any transactions you carry out on the website;
  • any other information you have voluntarily given us.

How and why do we use your personal data?

Your personal data is processed for the following reasons, so that we can provide you with the best possible hearing health care and customer experience. We will only process your information if we have a lawful basis to do so. The lawful bases we rely on are;

We rely on our legitimate interests to provide you with a professional hearing service in the most secure and appropriate way:

  • To perform hearing examinations so we can understand your hearing health and any medical conditions
  • To determine your prescription for hearing needs and dispense your hearing aids.
  • To book your hearing tests.
  • To confirm your appointment. We’ll send you a confirmation if you book online and a courtesy reminder will be sent a short period before the appointment is due.
  • To contact you about changes to our service that could affect or inconvenience you.
  • To send you direct marketing communications about our products, offers and discounts by post, email, sms, telephone and social media. You can opt out of these communications at any time.
  • Survey and feedback requests to help us improve our service to you and make our services and products more relevant to you.
  • To improve our products and services to you, we use data collected through the use of customer surveys, cookies and research. We carry out analytics on the information we hold about our customers to help us understand who our customers are, how they use our services, purchasing behaviours, and how people interact with us. This enables us to plan and optimise our business – for example, appointment attendance, maximise the effectiveness of our advertising, products, services and understand how our business is performing.
  • If you are browsing our website, we will not collect any information which will identify you by name. However, we will collect information using cookies or traffic data which uses IP addresses or other numeric identifiers, which analyse how people use our website. See Cookies policy.
  • To communicate with you as well as send you healthcare information, details of special offers and discounts relevant to you.
  • So we can respond to complaints, queries and any claims made against us.

We rely on legal obligations where we have a statutory or other legal obligation to process the information, such as for the investigation of crime:

  • We may need to make your personal data available to medical practitioners, health and social care providers or the NHS
  • Regulators may request information when carrying out their functions
  • Other third parties who have a legal right to access personal data e.g. the police our insurers and investigators
  • If you choose to exercise your data rights e.g. a subject access request
    • so we’re able to meet our obligations as a registered audiologist
    • so we can respond to any complaints or claims we receive from regulators or other third parties
  • Fraud prevention and detection
  • Health and safety of members of the public, our staff and our customers

We rely on your consent and ask you to provide explicit permission to process your data to process your personal data within the Diamond Hearing Services Ltd.

How long do you keep my information for?

We and other members of the Diamond Hearing Services Ltd will keep personal information for as long as is reasonably necessary (or as defined under the laws and regulations which apply) to provide products and services, including aftercare services, and to maintain records as needed to satisfy tax and other legal or regulatory requirements, as well as to protect and defend against claims.

Who do you share personal information with?

We may reveal your personal information to other people, including in the following circumstances.

  • We may reveal personal information to health authorities, including NHS or national equivalent bodies.
  • 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 we may pass personal information to our insurers.
  • If we 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 to keep to any legal obligation (including court orders), to enforce or apply our terms and conditions of use of website or other agreements we have with you, or to protect our rights, property and safety or those of our customers, employees or others.

How do you process my personal information?

We also take reasonable steps to make sure your personal information is adequately protected in line with the requirements of the UK data-protection law.

Our cookie notice

We use cookies to improve how our website operates. You can find more information in our cookie notice.

How can I update or change my personal information?

You can update or change your personal information by contacting

What rights do I have?

You have certain rights under UK data-protection legislation, including the option to:

  • access your personal information – we may charge a fee if we are allowed to do so by law;
  • correct your personal information if it is inaccurate or incomplete;
  • erase your personal information and prevent further processing in specific circumstances and where there is no other legal reason for us to continue keeping or processing that information. These include for example:
  • if the personal information is no longer needed in relation to the purpose for which it was originally collected or processed;
  • if you withdraw your permission;
  • if you object to us processing your personal information;
  • if you ask us to stop processing your personal information (although we are entitled to store your personal information, we cannot further process it if you ask us not to);
  • if we move or transfer your personal information to another organisation; and
  • if you object to us processing your personal information in the following circumstances.
  • If processing is based on legitimate interests or carrying out a task in the public interest or when exercising an official authority.
  • If information is processed for direct marketing.
  • If information is processed for purposes of scientific or historical research and statistics.

To ask for any of the above rights, please contact

You have a right to complain to the Information Commissioner’s Office. They can investigate whether organisations are keeping to data-protection law. See

What contact 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, including special offers and discounts you can let us know by emailing

Protecting personal information

We use a variety of security technology and procedures to help protect your personal information from unauthorised access and use. Examples of these are shown below.

  • 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 or what’s called a ‘cypher’. The hidden information is said to then be ‘encrypted’.
  • Controlling access to systems and networks as this allows us to stop people who are not allowed to view your personal information from getting access to it.
  • Training our staff so we make them aware of how to handle information and how and when to report when something goes wrong.

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 may arise from you using those websites or resources.

Updating our Privacy Statement

We may update this privacy statement from time to time. Any updates will take effect as soon as they are posted on our website.

Contact us

If you have any questions about this privacy statement, or you would like to change any of the preferences you have chosen by contacting or in writing to: Diamond Hearing Services Ltd, 18 Hardenhuish Avenue, Chippenham, SN15 1NW