Privacy notice

The Hearing Care Centre (THCC) is an independent hearing care specialist. You can learn more about us here. THCC is committed to protecting your data privacy. THCC is a data controller and registered with the Information Commissioner’s Office. 
This privacy notice explains what personal data we collect and how it is used. It also explains your rights and how to contact us if you have any further questions.  


We always aim to minimise the amount of personal data we collect. This means the personal data we have will vary based on your relationship with us. Your privacy is important to us.

The information provided by you or that we learn from your hearing test, from any purchase of our products or services or through any other interaction with us will be held in the strictest confidence.

Health care information will be used by THCC to provide you with the best possible care and will be handled at all times in a way that is consistent with Health and Care Professions Council (HCPC) and British Society of Hearing Aid Audiologists (BSHAA) standards. For example we only use regulated Hearing Aid Dispensers that are all trained in the importance of maintaining patient confidentiality.


The rest of this notice explains in more detail what information we collect, why we collect it and how it is used. It also explains your rights and how to contact us.

Why do we process your personal data and under what legal basis?

If you are a customer we have to keep clear and accurate records about your care. This is part of good health care, and is what the health care regulator expects of our qualified hearing care professionals.

We only keep your health records for as long as necessary. This will vary depending on your specific relationship with us. For example if you are an existing client we will keep all your records to ensure we continue to meet our duty of care, but if you have not seen us for 8 years we will consider securely destroying your records.

We use the following lawful bases for processing such data: legitimate interest and for the purpose of providing health care.

If you have purchased products from us, or attended one of our local events, but not seen us for any health care, then we will keep the minimum amount of personal data on you. This will be to ensure we provide you with a good customer experience and meet our other obligations. 

We will not keep this data for longer than necessary.  We use the following lawful bases for processing such data: legitimate interest.  

If you call us, visit us or enter our website, you might be asked to provide consent for us to collect and process your personal data to send marketing related information that we feel is relevant to you and your hearing. Our consent process is designed to ensure you get to choose whether you want this and you always have the right to withdraw your consent. We use the following lawful bases for processing such data: consent.

Information we might collect depending on your specific relationship with us:

  • your name

  • your date of birth

  • your contact telephone numbers (including mobile)

  • your email and postal address

  • your relevant health details including current hearing issues, general health condition, correspondence between audiologist and your GP.

  • your test results

  • your payment details

  • your lifestyle information

  • details of any hearing instrument recommendation or purchase.

  • details of your visit to the website and any transactions you carry out on the website.


How we might use your personal data depending on your specific relationship with us:

  • hearing care treatment

  • providing our products and services to you

  • contacting you regarding your ongoing care. For example letting you know when your next appointment is due and reminding you to book a test

  • we may occasionally conduct customer care surveys. These surveys are optional. We will not share any data provided with third parties

  • notifying you about changes to our services and products

  • responding to enquiries received from you

  • processing and retaining your payment and order details to facilitate your purchase and to deal with any queries or refunds of payment

  • we may undertake credit checks with your explicit permission

  • maintaining records for tax, compliance with laws, defence of claims and other corporate purposes

  • managing and administrating insurance claims

  • for marketing to potential customers where they have given consent


Information security

We work hard to protect your data from unauthorised access or disclosure and keeping it private and safe. We hold your personal information on a secure server that is protected by multiple passwords, accessed only by authorised staff, firewalled, antivirus, and spyware protected.

Your rights: 

Information: you have the right to be informed about the personal data we hold on you. This privacy notice and our cookies policy are part of our commitment to meeting this right. If you have any questions please contact us using the details provided below.  

Access: in some cases you have the right to request a copy of the personal data we hold about you. If you have any questions about this or would like to make a request then please contact us using the details provided below.   

Accuracy: we aim to keep all personal data we hold accurate and up-to-date. If you notice an error or would like us to update your details please contact us using the details provided below.      

Erasing and/or objecting: in some cases you can object to us processing data, ask us to limit how we process data or ask us to erase the data we hold on you. If you have any further questions about these rights then please contact us using the details provided below.  

Making a complaint: you have a right to make a complaint if you are unhappy with the way we have managed personal data. Please see contact details section below. 

Other rights: you have rights to data portability and in relation to automated decision making and profiling.  Our current business model means these rights do not apply to the personal data we hold. We will keep this under review and update our privacy notice if our business model changes.

You may exercise any of the above rights by contacting us. We might, depending on the nature of your request, need proof of your identity. This might include a copy of a passport page, ID card or other valid document we can use to identify you. 

Our aim is to be clear about what information we collect and your rights. This section explains your rights at a high level. If you have any addition questions please do contact us on the details below or visit us in store.

Contact details

We are not required to have a Data Protection Officer. If you have any questions about this privacy notice or would like to exercise any of your rights please contact our data protection lead  Karen Finch, Managing Director.

The Hearing Care Centre Ltd, 11 Upper Brook Street, Ipswich, Suffolk, IP4 1EG
By email:

Or telephone: 01473 230330

If you have a concern about the way in we handle your data, you may also wish to contact the Information Commissioner’s Office (ICO), which is the supervisory body for ensuring compliance with data protection regulation in the UK.


We reserve the right to update and change this privacy notice and cookies policy from time to time in order to reflect any changes to the way in which we process your personal data or changing legal requirements.  Any changes we may make in the future will be posted on this page and, where appropriate, notified to you by email . Please check back frequently to see any updates or changes to our notice.

This page was last updated on 24 May 2018 to reflect changes in data protection regulations.