Privacy Notice and Cookie Policy

Organisation: Hearing Care & Mobility Ltd t/a The Invisible Hearing Clinic and Invizear

Document version: 3.0
Effective date: 12/06/2026
Reviewed date: 26/07/2026
Next review date: 12/06/2027

Privacy Notice

1. Introduction

Hearing Care & Mobility Ltd t/a The Invisible Hearing Clinic and Invizear ("we", "us", "our") is committed to protecting the privacy, confidentiality and security of personal information entrusted to us.

This Privacy Notice explains how we collect, use, store, and protect personal information when you:

• visit our website;

• contact us by telephone, email or online enquiry forms;

• attend our clinic;

• receive hearing healthcare services;

• engage with us for professional, insurance or medico-legal services.

We process personal information in accordance with:

• the UK General Data Protection Regulation (UK GDPR);

• the Data Protection Act 2018;

• the Privacy and Electronic Communications Regulations (PECR);

• applicable professional healthcare confidentiality standards.

Use of our website is also subject to our Website Terms of Use, which sets out the terms and conditions governing access to and use of our website.

Please note that contacting us through our website does not in itself establish a clinical relationship. Clinical care begins once an appointment has been arranged and appropriate assessment processes have commenced.

Information provided through our website is intended for general information purposes and should not be considered a substitute for professional medical assessment. If you experience urgent symptoms, including sudden hearing changes or other concerning symptoms, you should seek appropriate medical advice.

2. Who we are

The Data Controller responsible for your personal information is:

Hearing Care & Mobility Ltd t/a The Invisible Hearing Clinic and Invizear

Registered Office:
Suite 308 The Pentagon Centre
36 Washington Street
Glasgow
G3 8AZ

Website: www.invizear.com

Telephone: 0141 226 2268

Email: clear@invizear.com

ICO Registration Number: ZA012343

Company Registration Number: SC394222

VAT Registration Number: GB112251079

Hearing Care & Mobility Ltd determines how and why personal information is processed and is responsible for ensuring that information is handled in accordance with applicable data protection legislation.

3. Information we collect

The information we collect depends on the services you use.

3.1 Website visitors

When you visit our website, we may collect technical information including:

• IP address;

• browser type and version;

• device information;

• approximate geographical information;

• pages visited;

• website interaction information;

• information about how you arrived at our website.

This information helps us maintain website security, improve website performance and understand how visitors use our website.

3.2 Enquiries and communications

If you contact us, we may collect:

• your name;

• contact details;

• preferred communication method;

• details of your enquiry;

• information relating to your hearing or healthcare needs where provided.

3.3 Clinical and healthcare information

When providing hearing healthcare services, we may process health information including:

• hearing assessment results;

• audiograms;

• speech testing results;

• tympanometry results;

• otoscopy findings;

• tinnitus assessments and questionnaires;

• hearing aid information;

• relevant medical history;

• healthcare correspondence;

• rehabilitation and treatment information.

Health information is considered special category data under UK GDPR and receives additional protection.

3.4 Medico-legal and professional services

Where we provide medico-legal or professional services, we may process:

• claimant or client details;

• relevant medical information;

• hearing-related evidence;

• correspondence with solicitors, insurers or instructing parties;

• expert reports and associated documentation.

4. How we use your information

We may use your information to:

• provide hearing healthcare services;

• assess, support and manage hearing-related conditions;

• provide rehabilitation and aftercare;

• arrange and manage appointments;

• communicate with you regarding services;

• maintain accurate clinical records;

• prepare professional and medico-legal reports;

• manage payments and administration;

• improve our services and website;

• comply with legal and professional obligations.

5. Lawful basis for processing

We process personal information under the following lawful bases:

Article 6 UK GDPR

Contract

Where processing is necessary to provide services requested by you.

Legitimate interests

Where processing supports the effective operation, administration and improvement of our services.

Legal obligation

Where we are required to retain or disclose information by law.

Article 9 UK GDPR – Health information

Where we process health information, we rely on appropriate conditions including processing necessary for:

• the provision of healthcare services;

• healthcare management and administration;

• professional healthcare activities undertaken by appropriately trained personnel.

6. Sharing your information

We treat all personal and clinical information as confidential.

Information may be shared where appropriate with:

• healthcare professionals involved in your care;

• GP practices and ENT services;

• hearing device manufacturers where required to provide services;

• insurers;

• solicitors and legal representatives;

• courts or statutory authorities where legally required;

• professional advisers and service providers supporting our business operations.

Information will only be shared where there is a lawful basis to do so.

7. Clinical confidentiality and record keeping

Hearing Care & Mobility Ltd recognises the importance of maintaining the confidentiality, privacy and dignity of all patients and service users.

Clinical information is handled in accordance with:

• UK GDPR;

• Data Protection Act 2018;

• professional healthcare standards;

• recognised principles of clinical confidentiality.

Clinical records may include:

• personal details;

• hearing and medical history;

• assessment findings;

• audiological test results;

• treatment recommendations;

• hearing device information;

• rehabilitation and aftercare notes.

Accurate record keeping enables us to:

• provide continuity of care;

• support safe clinical decision-making;

• monitor progress;

• meet professional and legal responsibilities.

8. Medico-legal confidentiality

Where we provide medico-legal services, information is handled with the same commitment to confidentiality and professional integrity.

Reports are prepared using information relevant to the instruction received and are provided only to authorised parties, including where appropriate:

• solicitors;

• insurers;

• courts;

• instructing organisations.

9. Artificial Intelligence (AI) and digital technologies

We recognise the increasing role of digital technologies and artificial intelligence within healthcare and administration.

Where appropriate, we may use digital tools, software systems or AI-assisted technologies to support:

• administrative processes;

• workflow efficiency;

• documentation;

• record management;

• service improvement;

• validated clinical technologies.

AI-supported tools are intended to assist, not replace, professional clinical judgement.

Clinical decisions remain the responsibility of appropriately qualified healthcare professionals.

Personal information will only be processed using digital or AI-supported systems where there is an appropriate lawful basis and suitable safeguards.

10. Equality, accessibility and communication

We are committed to providing services that are accessible, inclusive and respectful of individual needs.

We recognise that hearing difficulties, tinnitus, hyperacusis and related conditions may affect communication and access to healthcare information.

Where appropriate, reasonable adjustments may include:

• additional consultation time;

• adapted communication methods;

• written supporting information;

• consideration of sensory needs;

• involvement of carers or representatives where authorised.

We aim to ensure patients receive information in a way that enables informed decisions regarding their care.

11. Information security

We maintain appropriate technical and organisational measures to protect personal information against:

• unauthorised access;

• accidental loss;

• misuse;

• alteration;

• inappropriate disclosure.

Access to clinical information is restricted to authorised personnel.

12. Data retention

Personal information is retained only for as long as necessary for the purposes for which it was collected.

Retention periods depend on the nature of the information, including:

• clinical records retained in accordance with professional, legal and regulatory requirements;

• financial records retained according to HMRC requirements;

• website enquiries retained only for as long as necessary.

When information is no longer required, it is securely deleted or anonymised.

13. Your rights

Under UK GDPR you have rights including:

• the right to access your information;

• the right to request correction;

• the right to request restriction of processing;

• the right to object to certain processing;

• the right to withdraw consent where consent is relied upon.

14. Complaints and information governance concerns

If you have concerns regarding the handling of your information, please contact us directly.

We will:

• acknowledge your concern;

• investigate appropriately;

• provide a response explaining our findings and any action taken.

If you remain dissatisfied, you may complain to:

Information Commissioner's Office (ICO) www.ico.org.uk

Cookie Policy

15. What are cookies?

Cookies are small text files stored on your computer, tablet or smartphone when you visit a website.

Cookies help websites operate effectively, remember preferences and understand how visitors use websites.

16. Cookies and tracking technologies we may use

We may use various website analytics tools, search engine optimisation tools and similar tracking technologies to help us understand how visitors interact with our website and improve our online services.

These technologies may collect information including:

• pages visited;

• website navigation patterns;

• device and browser information;

• approximate geographical information;

• how users arrived at our website;

• interactions with website content.

This information is generally analysed in aggregated or anonymised form.

We use this information to:

• monitor website performance;

• improve website usability;

• understand visitor engagement;

• improve our services and online information.

Where these technologies involve storing information on your device or processing personal information beyond what is strictly necessary for website operation, we will seek appropriate consent.

17. Categories of cookies

Essential cookies

Required for secure website operation and basic functionality.

Preference cookies

Used to remember choices you make.

Analytics cookies

Used to understand website usage and improve performance.

Functional cookies

Used to support enhanced website features.

Marketing or advertising cookies

Where applicable, used to understand engagement and support relevant communications.

These will only be activated where appropriate consent has been provided.

18. Cookie consent and managing preferences

When you first visit our website, you will be provided with information regarding the use of cookies and similar technologies.

Where cookies are not strictly necessary for website operation, they will only be activated where you have provided appropriate consent.

You will have the option to:

• accept non-essential cookies;

• reject non-essential cookies;

• manage your cookie preferences.

You may change or withdraw your cookie preferences at any time through the cookie management facility available on our website.

You may also control cookies through your browser settings. Restricting cookies may affect website functionality.

19. Third-party technologies

Our website may use services provided by third-party organisations, including:

• website hosting providers;

• analytics providers;

• search engine optimisation providers;

• communication services;

• embedded content providers;

• technology partners.

Third-party providers may process limited information in accordance with their own privacy policies.

20. Changes to this Privacy Notice and Cookie Policy

This policy may be updated periodically to reflect changes in services, technology, or legal requirements.

The latest version will always be available on our website.

21. Contact us

Hearing Care & Mobility Ltd t/a The Invisible Hearing Clinic and Invizear

Email: clear@invizear.com

Telephone: 0141 226 2268