Privacy Policy

Flexicare (Group) Limited (Flexicare / we / us / our) are committed to protecting and respecting any personal information you share with us. This privacy policy (policy) describes what types of information we collect from you, how it is used by us, how we share it with others, how you can manage the information we hold and how you can contact us.

The contents of this policy may change from time to time. We may also contact you directly to notify you of changes to this policy..

This version of our policy is live from 01 August 2025.

Who are we?

Flexicare and its subsidiaries collects and uses your personal data when you interact with us. Interactions can include purchasing products from us, requesting information from us, entering into commercial arrangements with us or when we carry out our regulatory duties as a medical device manufacturer, for example, when we deal with complaints. This list is not exhaustive and we will adhere to the terms of this privacy notice during any interaction.

Controller

Flexicare (Group) Limited is a company incorporated in England and Wales with registered number 09109193) that owns and operates the following subsidiary entities:

Trading subsidiaries: Australia PTY Ltd (Australia), Flexicare B.V. (Netherlands), Flexicare Incorporated (USA), Flexicare Korea Co. Ltd (Republic of Korea), Flexicare Medical (India) Pvt Ltd (India), Flexicare Medical Limited (UK), Flexicare Medical Mexico S.A. de C.V. (Mexico) and Flexicare Ventures Limited (UK). Flexicare GmbH (Germany) and Flexicare S.r.l (Italy) are direct trading subsidiaries of Flexicare B.V.

Non-trading subsidiaries: Clement Clarke International Limited (UK); Flexicare EU Ops Limited (UK); Flexicare Deutschland GmbH (Germany) and Flexicare Medical (Switzerland) GmbH (Switzerland).

This policy is issued on behalf of Flexicare and when we mention Flexicare, we, us or our in this policy, we are referring to the relevant company in Flexicare responsible for processing your data.

We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this policy. If you have any questions about this privacy policy, including any requests to exercise your legal rights, please contact the DPO using the information set out in the contact details below.

What information do we collect?

Personal data means any information about an individual from which that person can be identified.

We collect information about you when you contact or engage with us in the course of business or when we are initiating business discussions. Some of this information does not identify you personally, but provides us withinformation about how you use our products and engage with us (we use this information to improve our services and make them more useful to you). The information we collect includes some or all of the following:

Name (including title);
Address (business or personal);
Phone number (business or personal);
Date of birth;
Email address (business or personal);
Job title;
Product requests and if provided, reason for these requests;
The date and time you used our services;
Your IP address;
The internet browser and devices you are using;
Details of any transactions between you and us or any authorised service provider such as our CRM
Where you engage with us in a business context, we may collect your job title, company contact details(including email addresses), and company details.
Any information within correspondence you send to

How do we use this information?

Flexicare will only process information that is necessary for the purpose for which it has been collected. You will always have the option not to receive marketing communications from us (and you can withdraw your consent or object at any time). We will never send you unsolicited ‘junk’ email or communications, or share your personal information with anyone else who might.

There are various ways in which we may use or process your personal information. We list these below:

Consent

Where you have provided your consent, we may use and process your information to contact you from time to time about promotions, events, products, services or information which we think may be of interest to you.

You can withdraw your consent at any time by contacting us on the details provided within the ‘How can I manage the information we hold about you’ section below or, in relation to any marketing messages you receive, by using the unsubscribe option included in those messages.

Contractual performance

We may use and process your personal information where this is necessary to perform a contract with you and to fulfil and complete your orders, purchases and other transactions entered into with us).

Legitimate interests

We may use and process your personal information as set out below where it is necessary for us to carry out activities for which it is in our legitimate interests as a business to do so.

Processing necessary for us to support customers with sales and other enquiries:

To respond to correspondence you send to us and fulfil the requests you make to us (for example: brochure requests, product sample requests or information about specific products).
To provide customer support and services.
Processing necessary for us to respond to understanding customers’ needs.
To analyse, evaluate and improve our products and services so that your visit and use of our website, and customer service department are more useful and enjoyable (we will generally use data amalgamated from many people so that it doesn’t identify you personally).
To undertake market analysis and research (including contacting you with customer surveys) so that we can better understand you as a customer and provide tailored offers, products and services that we think you will be interested in. We will only send marketing communications to you if you have provided your consent for us to do so or which we have obtained in the ways mentioned in the paragraphs above.
For product development purposes (for example to improve product quality, performance and safety).
To send you marketing information from time to time after you have purchased a product or service from us or made a purchasing enquiry, closed your browser with items in your shopping basket or requested a test drive, brochure or other information of interest. We will only contact you with information about our own products and services (and in ways the law allows), which we hope you will like. You have the right to object to us sending you this information at any time.
To contact you from time to time with marketing information (unless you object) if you have expressly indicated to us that you are acting on behalf of a business or where we have obtained your business contact details an online or public business directory. In relation to any such information we send by email or SMS, we will include an option allowing you to object to receiving future messages by unsubscribing.
To contact you with targeted advertising delivered online through Flexicare social media unless you object.
To contact you when we close or move premises.
Processing necessary for us to operate the administrative and technical aspects of our business efficiently and effectively.
To verify the accuracy of information that we hold about you and create a better understanding of you as a customer.
For network and information security purposes i.e. in order for us to take steps to protect your information against loss, damage, theft or unauthorised access.
To comply with a request from you in connection with the exercise of your rights (for example where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression lists in order to be able to comply with your request).
To inform you of updates to our terms and conditions and policies.

Legal obligation

We may process your personal information to comply with our legal requirements. These include compliance with international and country specific regulations relating to medical devices.

Vital interest

Sometimes we will need to process your personal information to contact you if there is an urgent safety or product recall notice and we need to tell you about it.

How do we share this information?

We do not sell your information to third parties, but we do work closely with our authorised provider network and with third party suppliers who fulfil business activities for us (like our CRM system).

We do not sell your information to third parties. However, we may from time to time disclose your information to the following categories of companies or organisations to which we pass the responsibility to handle services on our behalf: CRM service provider, market research and market analytics service providers, our legal and other professional advisors.

We take steps to ensure that any third-party partners who handle your information comply with data protection legislation and protect your information just as we do. We only disclose personal information that is necessary for them to provide the service that they are undertaking on our behalf. We will aim to anonymise your information or use aggregated none specific data sets where ever possible. Due to the international nature of our business, there may be some instances where your information is processed or stored outside of the EU. In those instances, we will ensure that appropriate safeguards are in place for that transfer and storage as required by applicable law. There are circumstances where we share your information with other companies within our Group in order to fulfil orders, transactions, handle complaints or provide you with a service or information that you have requested.

How long do we keep your information for?

We will not hold your personal information in an identifiable format for any longer than is necessary. If you are a customer or otherwise have a relationship with us we will hold personal information about you for a longer period than if we have obtained your details in connection with a prospective relationship.

How can I manage the information we hold about you?

You have the right as an individual to access your personal information we hold about you and make corrections if necessary. You also have the right to withdraw any consent you have previously given us and ask us to erase information we hold about you. You can also object to us using your personal information (where we rely on our business interests to process and use your personal information).

You have a number of rights in relation to your personal information under data protection law. In relation to most rights, we will ask you for information to confirm your identity and, where applicable, to help us search for your personal information. Except in rare cases, we will respond to you within 30 days after we have received any request (including any identification documents requested).

You have the right to:

Ask for a copy of the information that we hold about you;
Correct and update your information;
Withdraw your consent (where we rely on it).
Object to our use of your information (where we rely on our legitimate interests to use your personal information) provided we do
not have any continuing lawful reason to continue to use and process the information. When we do rely on our legitimate interests
to use your personal information for direct marketing, we will always comply with your right to object;
Erase your information (or restrict the use of it), provided we do not have any continuing lawful reason to continue to use and process
that information;
Transfer your information in a structured data file (in a commonly used and machine readable format), where we rely on your consent
to use and process your personal information or need to process it in connection with your contract.

You can exercise the above rights and/or manage your information by contacting us using the details below:

Post: Data Protection Officer, Flexicare (Group) Limited, Cynon Valley Business Park, Mountain Ash, CF45 4ER.

Email: dataprotection@flexicare.com
Phone: 01443 474647

If you have any specific data protection concerns or a complaint, you can address it to our Data Protection Officer at dataprotection@flexicare.com.

If you are unhappy, you have the right to lodge a complaint with a data protection regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed.

Flexicare is headquartered in the UK and the contact details for the data protection regulator in the UK (Information Commissioner’s Office) here: Contact us – public | ICO.