Privacy Policy

Who we are

Clearly Hearing ("we", "our", "us") is the trading name of Clearly Hearing Ltd, a company registered in England and Wales (Company No. 12874024, VAT No. 358 2732 78). We are an independent, HCPC-registered audiology practice operating from three London clinics: East Dulwich (inside Oru Space, 20-22 Lordship Lane, SE22 8HN), Soho (inside UNTIL Soho, 111-119 Charing Cross Road, WC2H 0DU) and Canary Wharf (inside UNTIL Canary Wharf, 30 South Colonnade, E14 5HX), alongside home visits and secure video appointments. Our data controller contact is hello@clearlyhearing.co.uk.

What personal data we collect

• Contact details you provide when booking (name, email, phone)
• Medical history and relevant health information required for safe assessment and treatment, including hearing, balance, tinnitus and ear health history, and medication where relevant
• Clinical assessment notes, audiograms and test results, hearing aid fitting and verification records, and, where you consent to a procedure such as microsuction ear wax removal: procedure and aftercare records
• Clinical images (for example video otoscopy stills) only where you give specific consent
• Insurance details where your care is funded by a private medical insurer, shared only as needed to authorise and invoice your treatment
• Payment information processed securely via our booking provider
• Website analytics: only after you accept the consent banner, via PostHog (EU region). We capture page views and clicks on call/booking buttons. We never capture form-input text, names, addresses, or any clinical detail.

How we use your data

Your personal and clinical data is used solely to provide safe hearing healthcare, for legally required clinical record-keeping, and to keep you informed about your own care. Where clinically appropriate and with your agreement, we may write to your GP or an ENT specialist about your care. We do not sell data, we do not share data with third parties for marketing, and we do not use any clinical material: including clinical images, for marketing without your explicit written consent.

Data processors we use

• MyHearingPortal: appointment scheduling, clinical notes, and payments. The provider holds your booking history and the clinical record we generate at each visit, under UK GDPR data-processing terms.
• PostHog (EU region): anonymised website analytics for visitors who accept the consent banner. No clinical or personal data flows to PostHog.

Your rights

Under UK GDPR you have the right to access your data, correct inaccuracies, request deletion (subject to the clinical retention period below), restrict processing, and lodge a complaint with the Information Commissioner's Office (ICO). To exercise any right, contact hello@clearlyhearing.co.uk.

How long we keep your data

Adult clinical records are retained for 8 years from the date of your last appointment, in line with HCPC standards and UK health-record guidance; records for children are retained until their 25th birthday. Marketing consent can be withdrawn at any time; withdrawal takes effect within 7 working days. Website analytics data is processed by PostHog in the EU region (Frankfurt) under its EU Data Processing Addendum and retained for 7 years from collection or until you withdraw consent: whichever comes first.

Changes to this policy

This policy was last updated on 23 July 2026. Material changes will be notified to existing patients by email.