PRIVACY NOTICE for Otis Audiology Ltd,  T/A Knutsford Hearing Centre.

This privacy notice explains how Knutsford Hearing Centre Hearing processes your personal information when you visit our website, request marketing information from us or purchase a product or service from us.

In this privacy notice:

• “We”, “us” and “our” means Knutsford Hearing Centre;
• “Processing” includes collecting, using, storing or transferring your personal information.
• Our products and services include: hearing tests, hearing aid fitting, hearing aid service appointments, ear wax removal by micro-suction or irrigation, noise protection and tinnitus.

1. Who we are

We are Knutsford Hearing Centre, a hearing health care provider.  We can be contacted at:

Full name of legal entity: Otis Audiology Ltd

Email address: info@knutsfordhearingcentre.co.uk

Address: 4 Princess Street, Knutsford, Cheshire, WA16 6DD.

Contact number: 01565 754894

We are registered with the Information Commissioner’s Office as a data controller with registration number A8725066 

If you have any questions about this privacy notice or our data protection practices, please contact us as set out above.

2. The information we collect about you

We process two kinds of information about you: personal information and sensitive information (specifically health information).

We may process the following types of personal information about you:

• Identity information which includes your name, title, date of birth and gender.
• Contact information which includes your postal address, billing address, email address and telephone numbers.
• Financial information which includes your bank account details, card payment details, payment information between us.
• Profile/Marketing information which includes information about products and services you have shown an interest in or bought from us, your interests and preferences, information about what hearing products you already have.
• Communication information between you and us about our products and services which may include customer feedback, enquiries, complaints, competitions, surveys, promotions.

We may process health information, including information about your hearing and other medical conditions from hearing tests that we undertake and information you provide to us.

3. When and how we collect information about you?

We collect information from you when you request information about our products or services or buy our products and services by phone, email, post, through our website, by interacting with us via social media, by face to face meetings at our centre or other locations.

We may collect information about you if you accompany an individual who is accessing our products and services.

4. How we use your information

We will only use your personal data for the purpose for which we collected it which include the following:

• To register you as a new customer.
• To process and deliver products and services to you.
• To manage your relationship with us.
• To recommend products or services which may be of interest to you.
• To manage and administer our website.

5. Lawful basis for processing your information

We will only process information about you as permitted by the law.

We have set out below the legal basis that we rely on to process your information.

Purpose.	Types of information.	Legal basis for processing.
To register you as a new customer.	Identity, Contact, Financial, Health.	Performance of the contract we are about to enter or have entered with you. For health: processing is necessary for hearing assessment or the provision of health care or treatment under a contract with us. After the contract ends: in order to defend or protect against legal claims.
To process and deliver products and services to you which includes managing payments, fees and charges.	Identity, Contact, Financial.	Performance of the contract with you. After the contract ends: in order to defend or protect against legal claims.
To process and deliver products and services to you which includes collecting and recovering money owed to us.	Identity, Contact, Financial, Purchase.	Necessary for our legitimate interests (debt collection) After the contract ends: in order to defend or protect against legal claims.
To manage your relationship with us which includes communications with you about your order(s).	Identity, Contact, Health, Communication.	Performance of the contract with you. For Health: processing is necessary for hearing assessment or the provision of health care or treatment under a contract with us. After the contract ends: in order to defend or protect against legal claims.
To manage your relationship with us which includes notifying you about changes to our business terms.	Identity, Contact, Communication.	Legitimate business interest or as required to comply with a legal obligation.
To manage your relationship with us which includes asking you to review our products or services.	Identity, Contact, Communication.	Legitimate business interest (to assess our customer service and products).
To recommend our products and services to you	Identity, Contact, Communication, Technical Profile/Marketing	Necessary for our legitimate interests (to support our business).
To manage and administer our website	Identity, Contact, Technical	Necessary for our legitimate interests (to run, protect and support our business).

6. Who has access to your information?

Your information will be processed by us, our employees and/or contracted staff. These individuals are bound by a duty of confidentiality.

We may share your information (identity, contact, marketing/preference) with third parties so that they may send out marketing literature about our services and products for us.

If you decide to purchase one of our products using credit we will pass on your information to our preferred lender.

We may share your information with third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal information in the same way as set out in this privacy policy.

We require all third parties that we transfer your information to, to respect the security of your information and to process it in accordance with the law. We do not allow our third-party service providers to use your information for their own purposes and only permit them to process it for specified purposes and in accordance with our instructions.

7. Where we store your information

We do not transfer, store and process your personal information outside the European Economic Area.

8. Security

We aim to keep your information secure and have appropriate physical, technical and organisational measures in place to do this.

9. How long do we keep your information?

We will not keep your information for longer than is necessary for contractual, legal and/or legitimate business reasons, including to comply with any regulatory obligations or guidance about the retention of health information and for as long as someone could bring a legal claim against us.

We therefore generally hold information as follows:

Adults (aged 18 +): for as long as we provide hearing products and services to the individual plus 8 years. This is in line with the British Medical Association for England, Wales and Northern Ireland].

Children and Young Adults: unless we are still providing products and services, until the individual reaches their 25^th birthday plus 8 years or, if the individual was 17 at the conclusion of their treatment, until their 26^th birthday plus 8 years. This takes into account the BMA’s guidance for England, Wales and Northern Ireland.

10. Cookies

Our website uses cookies (small files) that are placed on your web browser and that recognise you when you visit our website.

11. Your legal rights

In certain circumstances, you have the right to:

• Request a copy of your information. This is also known as a “data subject access request”. This enables you to receive a copy of the information we hold about you.
• Request correction of incomplete or inaccurate information that we hold about you.
• Request deletion/removal of information where there is no good reason for us continuing to process it or where you have exercised your right to object to processing.
• Object to processing of your information where we are relying on a legitimate interest (or those of a third party) and where we are processing your information for direct marketing purposes.
• Request the restriction of processing of your information. This enables you to ask us to suspend the processing.
• Request the transfer of your personal information to another party.

If you want to exercise any of your rights as above, please contact us in writing using the contact details set out above.

You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection issues (www.ico.org.uk).

You will not have to pay a fee to access your information or to exercise any of your other rights in relation to your information). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

12. Changes to this privacy notice

We reserve the right to make changes to this privacy notice at any time. We will provide you with a new privacy notice if we make any substantial changes