Privacy Policy – Medical Alarms Ltd.

Medical Alarms - PRIVACY POLICY

Who we are

Medical Alarms Ltd respects an individual’s right to data privacy and data protection in line with data protection legislation. This includes the Data Protection Act 2018, the UK General Data Protection Regulation (UK GDPR), and the EU General Data Protection Regulation (EU GDPR). In this policy, “we”, “us”, and “our” refer to Medical Alarms Ltd.

Our website address is: www.medicalalarms.co.uk

This Privacy Policy has been developed to advise you of how we will collect, store, use, share, and protect (collectively known as ‘process’) your personal information. By giving us your information or by using our website, you are confirming that you accept the practices outlined in this policy. If you do not accept these practices, please do not provide us with your information or use our website.

For the purposes of data protection legislation, MEDICAL ALARMS LTD is the Data Controller (the company responsible for and controlling the processing of your personal data) of the information you supply.

Lawful & Transparent Data processing

We process personal data strictly in accordance with the lawful bases set out under Article 6 of the GDPR. Our legal bases for processing your personal data include:

Consent: You have given clear consent for us to process your personal data for a specific purpose, such as for certain marketing communications.
Performance of a Contract: Processing is necessary for the performance of a contract with you (e.g., to supply and maintain a medical alarm system you have requested) or to take steps at your request before entering into a contract.
Legal Obligation: Processing is necessary for us to comply with the law (e.g., retaining records for HMRC or trading standards).
Legitimate Interests: Processing is necessary for our legitimate interests or the legitimate interests of a third party, provided these are not overridden by your interests and rights. This includes:
- Promoting, marketing, and advertising our products and services (where consent is not required).
- Understanding our customers’ behaviour, preferences, and needs.
- Improving our existing products and services (including personal alarm units and monitoring services) and developing new ones.
- Handling customer contacts, queries, complaints, or disputes.
- Monitoring the performance of our website to keep it updated and relevant.

Special Category Data (e.g., health data)

We may need to collect certain health information (such as details of medical conditions, mobility issues, or fall risks) to provide you with an appropriate medical alarm service. We will only collect such sensitive personal data with your prior explicit consent and will process it strictly for the purposes of delivering and supporting your alarm system.

How We Use Your Data

We use your personal data for the following purposes:

To provide you with services you have requested, including the supply, installation, setup, and maintenance of medical alarm systems (e.g., pendant alarms, fall detectors, GPS trackers).
To process your payments (including initial purchases and any recurring monitoring fees). Credit or debit card information may be supplied directly to a third-party payment processor who will process the data in accordance with their own privacy notices.
To verify your identity and your emergency contact details.
To communicate with you about your order, installation, or support appointments.
To handle customer contacts, queries, complaints, or disputes, including emergency call handling if you activate your alarm.
To obtain your customer feedback on our performance.
To monitor and improve our website and services.

We do not sell personal information collected through this site.

Marketing Communication

We may use your personal data to send you information about our latest products, services, and special offers that may be of interest to you. We will only do this with your consent, where required by law.

You can opt out of marketing communications at any time by any of the following methods:

Email: Send your request to info@medicalalarms.co.uk, confirming your full details and your desire to opt out.
Phone: Call us on 0203 5424 181 and ask to be removed from our marketing lists.
Post: Write to us at 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX with your full details and a clear instruction that you wish to opt out of marketing communications.
Unsubscribe Link: Follow the unsubscribe link included in any marketing email you receive from us.

Once we receive your request, we will amend our records accordingly. Please allow up to 14 days for your request to be fully processed.

Sharing Your Information

We will only disclose your personal information in the following circumstances:

With our 24/7 alarm monitoring centre (a trusted third-party partner) to enable emergency response when you activate your medical alarm. This may include sharing your name, address, medical notes, and emergency contact details.
With installers or engineers who visit your home to set up or maintain your medical alarm equipment.
With trusted third-party payment processors to handle your payments securely.
With third-party suppliers who assist us in providing our services (e.g., IT support, CRM providers, logistics for dispatching equipment), who act as data processors on our behalf.
As required by law or to comply with legal obligations (e.g., to emergency services if your alarm is activated).

Where we engage third-party processors, we have contracts in place to ensure they process data securely and in compliance with GDPR.

Data Minimisation & Retention

We apply strict data minimisation principles, ensuring we only collect and process data that is relevant and necessary for the purposes outlined in this policy.

In accordance with the UK GDPR storage limitation principle, your personal data is retained in our database only for as long as necessary to fulfil the purposes for which it was collected. This includes, but is not limited to:

The duration of any guarantee or warranty period on your medical alarm equipment.
The period required to respond to any issues you may have with our products or services.
Any statutory or regulatory retention requirements under UK law (e.g., call logging from alarm activations may be retained for safeguarding purposes).

As a general rule, we will retain your personal data for a maximum of 5 years from the end of our relationship with you (e.g., from the date your monitoring contract ends or your alarm unit is returned), unless a longer retention period is required or permitted by law.

Retention periods may be extended in the event of legal proceedings, an ongoing investigation, or if we are required to do so by a regulatory authority (such as the Care Quality Commission or local safeguarding bodies). When personal data is no longer needed, we will securely and permanently delete or anonymise it.

Your Rights Under UK GDPR

Under data protection law, you have rights regarding your personal information. We fully respect and facilitate all statutory data subject rights, including:

The right to be informed: You have the right to be provided with clear, transparent information about how we use your data (as provided in this policy).
The right of access: You have the right to request access to the personal data we hold about you (commonly known as a “Subject Access Request”).
The right to rectification: You are entitled to have your personal data corrected if it is inaccurate or incomplete.
The right to erasure (The right to be forgotten): You have the right to request the deletion or removal of your personal data where there is no compelling reason for its continued processing (note that some records may need to be retained for safeguarding or legal reasons).
The right to restrict processing: You have the right to ‘block’ or suppress the processing of your personal data.
The right to data portability: You have the right to obtain and reuse your personal data for your own purposes across different services.
The right to object: You have the right to object to processing based on legitimate interests or direct marketing (including profiling).

If you wish to exercise any of these rights, please contact us at info@medicalalarms.co.uk. We will handle your request within the statutory timeframes and without undue delay.

Use of Cookies

Our Site, like many others, uses small files called cookies. A cookie helps us get the best out of the Site and helps us provide you with a more customised service.

We use cookies to:

Track users’ progress, allowing us to make improvements based on usage data.
Understand and save user’s preferences for future visits.
Compile aggregate data about site traffic and site interactions.

Third-Party Links

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites, and such sites are not governed by this privacy policy. You should exercise caution and look at the privacy policy applicable to the website in question.

Your right to Lodge a Complaint

You have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues. Further information, including contact details, is available at https://ico.org.uk. We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

Changes to This Policy

We keep this Policy under regular review and reserve the right to make changes at any time. We recommend that you regularly review this page to ensure you are aware of any changes and how your information may be used. This Policy was last updated on 20th Apr 2026.

Contact Details

Email: info@medicalalarms.co.uk
Tel: 0203 5424 181
Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX