Privacy notice

Who we are

Nelford Clinic Ltd (trading as The Nelford Clinic) is the data controller for personal information handled through this website and the clinical service. Registered office: 3 at 1 Lansdowne Terrace, Morris Lane, Devizes, Wiltshire, SN10 1NX.

Nelford Clinic Ltd is the data controller for personal information handled through this website and the clinical service, and is registered with the Information Commissioner's Office (ICO), the UK's independent regulator for data protection, under registration reference ZC222616.

ICO registration reference: ZC222616. Registered: 14 August 2026. Registration expires: 13 August 2027, unless renewed. ICO-registered address: 3 at 1 Lansdowne Terrace, Morris Lane, Devizes, Wiltshire, SN10 1NX. This registration does not indicate ICO approval, accreditation or endorsement of Nelford Clinic Ltd - it confirms that we are registered as a data controller.

We process personal information in accordance with applicable UK data protection law, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR), as amended by the Data (Use and Access) Act 2025.

Privacy questions: contact@nelfordclinic.co.uk or 020 4569 0644.

The information we collect

On this public website: information you choose to give us through the Contact page (name, email address and your message) and standard website/security logs (for example, IP address, browser type and pages visited) needed to run and secure the site.

Through the clinical service, once you start a consultation: information about your health, symptoms, medical and medication history, and other special-category health information you provide as part of your assessment, together with identity information needed to verify who you are, and administration and billing information needed to manage your consultation and any payment.

We keep the public website's general enquiries and the clinical assessment as separate systems with separate safeguards, and we don't ask for detailed health information through the ordinary public contact route.

Why we use your information, and our lawful basis

We use your information to assess suitability for treatment, to provide clinical care and communicate with you about it, to administer your account and any payment, to comply with our legal and professional obligations, and to keep this website and the clinical service secure and working properly.

Where we rely on consent (for example, for optional communications), you can withdraw it at any time. For most other uses, our lawful basis under UK GDPR Article 6 is that processing is necessary to perform a contract with you, to comply with a legal obligation, or for our legitimate interests in running a safe, secure healthcare service.

Health information is special-category data. Where we process it, we rely on the Article 9 condition that it is necessary for the provision of health or social care, carried out by or under the responsibility of a health professional subject to an equivalent duty of confidentiality, or on your explicit consent where relevant.

Who we may share information with

We may share information with a pharmacy you choose, where necessary to dispense a prescription; with payment processors, to handle billing; with IT and hosting providers who process data on our behalf under contract; and with regulators or other bodies where we are legally required to disclose information.

We do not sell personal information, and we do not share health information with third parties for marketing purposes.

Website analytics (only with your consent)

If you accept analytics cookies on this public website, we use Google Analytics 4 (provided by Google) to count visits, see which public pages are read and whether our adverts help people find us. Google receives the public page address you visit (without any personal details), your device and browser type, an approximate location derived from your IP address, and generic actions such as selecting "Start consultation", "Sign in" or "Register". Our lawful basis is your consent; you can withdraw it at any time using "Cookie settings" at the foot of any page.

Google Analytics never runs on the patient platform (patients.nelfordclinic.co.uk). Nothing you enter in a consultation, your account or your order - including any health information - is sent to Google, and we do not use Google's advertising personalisation or remarketing. Google keeps analytics data for the retention period set in our Google Analytics account, which is never more than 14 months. Google may process this data outside the UK under the safeguards described below.

International transfers

Where a service provider we use processes information outside the UK, we only permit this where an appropriate safeguard required by UK data-protection law is in place (for example, a recognised adequacy decision or standard contractual clauses).

How long we keep information

We keep clinical records for as long as required by applicable professional and legal record-keeping obligations for healthcare records. We keep general website enquiry information for only as long as needed to deal with your enquiry, and website/security logs for a limited operational period. We do not keep information for longer than necessary for the purpose it was collected.

Security

We use technical and organisational measures appropriate to the sensitivity of the information we hold, and restrict access to health information to those who need it to provide or support your care.

Your rights

Under UK data-protection law you have the right to be informed about how your data is used, to access your data, to have inaccurate data corrected, to have data erased in certain circumstances, to restrict or object to certain processing, and to data portability where it applies. Where we rely on your consent, you can withdraw it at any time.

To exercise any of these rights, contact us at contact@nelfordclinic.co.uk. We may need to verify your identity before acting on a request.

Complaints

If you're unhappy with how we've handled your information, please tell us first at contact@nelfordclinic.co.uk so we can look into it. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection, at ico.org.uk.

Changes to this notice

We may update this notice from time to time, for example if our services or legal obligations change. The date at the top of this page shows when it was last updated.