Privacy policy

    (1) Who we are

    We take your privacy very seriously. Please read this privacy policy carefully as it contains important information on who we are and how and why we collect, store, use and share your personal data. It also explains your rights in relation to your personal data and how to contact us in the event you have a complaint.

    This policy details how we, Dolby Medical Home Respiratory Care Limited, a company registered in Scotland (Company Number: SC063902) having our registered office at North Suite Lomond Court, Castle Business Park, Stirling, Scotland, FK9 4TU and trading as Vivisol (“us” “we” “Vivisol”) collect and use your personal data as data controller including where personal data is collected through your use of this website: http://www.vivisol.co.uk/ (our “Website”).

    It is important to read this privacy policy together with any other privacy notice we may provide or otherwise make available when we are collecting or processing your personal data. This privacy policy supplements other notices and is not intended to override them.

    We have appointed a data protection officer (“DPO”) who is responsible for overseeing questions in relation to this privacy 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 at the bottom of this privacy policy.

    This Website is not intended for children and we do not knowingly collect data relating to children through this website.

     

    (2) How we process personal data

    For the purposes of applicable Data Protection Legislation, we act as either a “data controller” or “data processor” of your personal data.

    In connection with this privacy policy, where we collect personal data from or about you through our Website, we act as a data controller.

    We may process your personal data as data processor. Generally, this is where we have collected or otherwise been provided access to your personal data by or on behalf of our clients (NHS trusts or private hospitals). Where we act as data processor on behalf of our client, we will process that personal data in accordance with our client’s instructions. Please contact the relevant third-party for any questions on how your personal data is handled by us on their behalf.

     

    (3) The types of personal data we collect about you

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

    We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

    • Identity Data includes first name, last name, title, date of birth and gender.
    • Contact Data includes address, email address, telephone numbers and (if applicable) company details.
    • Health Data includes NHS, CHI and H&C numbers, GP practice and GP’s contact details, prescriber and prescriber centre details, prescription information and history, oxygen and consumables usage and meter readings from installed equipment, usage of consumables, and details of your home visits by our technicians.
    • Financial Data includes billing address, billing information, payment card information, bank details, account name, sort code and account number.
    • Usage Data includes information about how you interact with and use our Website.
    • Technical Data includes internet protocol (“IP”) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access our Website.
    • Profile Data includes your username and password when you login to areas of the Website.
    • Role Data includes information about your role, professional qualifications and job title.
    • Marketing and Communications Data includes preferences in receiving marketing from us and your communication preferences.
    • CCTV Data includes images collected through CCTV.

    We may also process aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals' Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our Website to help improve the website and our service offering.

     

    (4) How your personal data is collected

    We use different methods to collect personal data from and about you, including through:

    • Your interactions with us. You may give us your personal data by filling in online forms or corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
      • contact us in relation to a general enquiry, our services or in respect of recruitment opportunities;
      • create an account on our Website;
      • request marketing to be sent to you;
      • visit our offices;
      • provide information through our social media; or
      • give us feedback or contact us.
    • Automated technologies or interactions. As you interact with our Website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We will collect this personal data by using cookies, server logs and other similar technologies. Please see our cookies policy for further details.
    • Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
      • Companies House or HM Land Registry based inside the UK;
      • Social medial accounts;
      • Recruitment agencies;
      • the NHS (including NHS Trusts, Foundation Trusts and GP Practices) (based inside the UK);
      • Private hospitals;
      • Scottish Health boards (based inside the UK);
      • Sleep, ventilation clinical service providers;
      • integrated care systems;
      • Third party oxygen providers (based outside of the UK as part of Vivitravel); and
      • Oxygen Worldwide (based outside of the UK).

     

    (5) How and why we use your personal data

    Under applicable Data Protection Legislation, we can only use your personal data if we have a legal basis for doing so, for example:

    • Legal obligation: to comply with our legal and regulatory obligations. We will identify the relevant legal obligation when we rely on this legal basis.
    • Performance of contract with you: for the performance of our contract with you or to take steps at your request before entering into a contract.
    • Legitimate interests: for our legitimate interests, for example to prevent fraud. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
    • Consent: we rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose.

    The table below explains what we use (process) your personal data for and our reasons for doing so:

    What we use your personal information for

    Type of data

    Legal basis

    To register you for an online account

    (a)Identity

    (b)Contact

    (c) Profile

    Performance of a contract with you.

    To provide Vivitravel or our products and/or services to you, including:

    (a) Manage payments, fees and charges; and

    (b) Collect and recover money owed to us.

    (a)Identity

    (b)Contact

    (c)Financial

    (d) Health

     

    (a)Performance of our contract with you

    (b)Necessary for our legitimate interests (to recover debts due to us).

    To manage our relationship with you which will include:

    (a)Notifying you about changes to our terms or privacy policy

    (b)Dealing with your requests, complaints and queries

     

     

     

     

    (a) To comply with our legal obligations.

    (b)Necessary for our legitimate interests (to keep our records updated and manage our relationship with you).

    Gathering and providing information required by or relating to compliance requirements (including notifications to fire and rescue, audits, enquiries or investigations by regulatory bodies

    (a)Identity

    (b)Contact

     

    To comply with our legal and regulatory obligations.

    Statistical analysis to help us manage our business, e.g., in relation to our financial performance, customer base, product range or other efficiency measures

    (a)Technical

    (b)Usage

    For our legitimate interests or those of a third party, i.e., to be as efficient as we can so we can deliver the best service for you at the best price.

    Ensuring security and safe working practices through CCTV use     

     

    (a) CCTV

    (a) To comply with our legal and regulatory obligations

    (b) For our legitimate interests, for security purposes.

    To administer and protect our business and this Website including troubleshooting, data analysis, testing, system maintenance, support reporting, hosting data, preventing unauthorised access and modifications to systems

    (a)Identity

    (b)Contact

    (c)Technical

    (a)For our legitimate interests, i.e., for running our business, provision of administration and IT services, network security, to prevent and detect criminal activity that could be damaging for us and for you.

    (b)Necessary to comply with a legal obligation.

    (c)To comply with our legal and regulatory obligations

    Responding to speculative CVs, requests for work or during the recruitment process

    (a)Identity

    (b)Contact

    (c) Role

    Performance of a contract with you.

    To send our newsletter and other communications

    (a)Identity

    (b)Contact

    (c) Marketing and Communications

    (a) For our legitimate interests, i.e., to carry out direct marketing, develop our products/services, grow our business and promote our business to existing and former customers.

    (b) consent.

    External audits and quality checks, e.g., for ISO or Investors in People accreditation and the audit of our accounts

    (a) Identity

    (b) Contact

    (c) Health

    (a) For our legitimate interests, i.e., to maintain our accreditations so we can demonstrate we operate at the highest standards.

    (b) To comply with our legal and regulatory obligations.

    To investigate and resolve actual or potential claims and complaints against us

    (a)Identity

    (b)Contact

     

    For our legitimate interests (to ensure complaints are fairly addressed).

     

    (6) Promotional communications

    We may send you direct marketing in relation to our services, including our Newsletter, if you have requested information from us or use the services we provide and you have not opted out of receiving the marketing.

    Opting out of marketing

    You have the right to opt out of receiving promotional communications at any time by:

    • contacting us (see ‘How to contact us’ below);
    • using the ‘unsubscribe’ link in promotional emails; or

    We may ask you to confirm or update your marketing preferences including where there are changes in the law, regulation, or the structure of our business.

    Third-party marketing

    We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.

     

    (7) Who we may share your personal data with

    We may share your personal data where necessary with the parties set out below for the purposes set out in the table above.

    • companies within the Sol Medical group of companies, for which Vivisol is part of.
    • third parties we use to help us run our business, e.g., marketing agencies or website hosts and developers.
    • fire & rescue services.
    • third parties for delivery of “holiday” oxygen services outside our regions.
    • Professional advisers including lawyers, bankers, pension providers, insurers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
    • HM Revenue & Customs, regulators and other authorities based in the United Kingdom and other relevant jurisdictions who require reporting of processing activities in certain circumstances.

    We only allow third parties to handle your personal data if we are satisfied they take appropriate measures to protect your personal data. We also impose contractual obligations on third parties to ensure they can only use your personal data to provide services to us and to you, and in accordance with our instructions.

    We may also need to share some personal data with other parties, such as potential buyers of some or all of our business or during a re-structure. Usually, data will be anonymised, but this may not always be possible. The recipient of the data will be bound by confidentiality agreements and/or contractual, legal obligations.

    Where data is shared it is done so securely using appropriate technological measures in line with our ISO 27001 Information Security Management System processes. Where we develop or commission tools or software to process personal data we will apply security and privacy by design principles.

     

    (8) Transferring your personal data out of the UK

    It may be necessary for us to share your personal data outside the UK, (usually within the European Economic Area (“EEA”), or on occasion outside the EEA). This may include sharing with our service providers located outside the UK.

    Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

    • We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the UK, such as those in the EEA.
    • Where we use certain service providers, we may use specific model contracts approved by the UK.
    • Alternatively, where there is an absence of an adequacy decision or the appropriate safeguards, we will only proceed with a transfer out of the UK if:
      • having informed you of the possible risks of such transfer, you give your explicit consent to us proceeding with the transfer; or
      • the transfer is necessary to protect your vital interests, where you are physically or legally incapable of giving consent; or
      • the transfer is necessary for the performance of a contract between you and us; or
      • the transfer is necessary for the conclusion or performance of a contract concluded in your interest.

    If you would like further data on the specific mechanism used by us when transferring your personal data out of the UK please contact us (see ‘How to contact us’ below).

     

    (9) Data security

    We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality.

    We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

     

    (10) Data retention

    Where we are acting as data controller, we will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

    To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

    By law we have to keep some personal data, including Financial Data for six years for tax purposes.

    In some circumstances you can ask us to delete your data: see your rights below for further information.

     

    (11) Your rights

    You have the following rights under data protection laws in relation to your personal data. You have the right to:

    Access

    The right to be provided with a copy of your personal data (the right of access). This enables you to receive a copy of the personal data we hold about you to check we are lawfully processing it.

    Rectification

    The right to require us to correct any mistakes in your personal data, though we may need to verify the accuracy of the new data you provide to us.

    To be forgotten

    The right to require us to delete your personal data in certain situations. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

    Restriction of processing

    The right to require us to restrict processing of your personal data in certain circumstances, e.g.:

    ·       If you contest the accuracy of the personal data;

    ·       Where our use of the data is unlawful but you do not want us to erase it;

    ·       Where you need us to hold the personal data even if we no longer require it as you need it to establish, exercise or defend legal claims; or

    ·       You have objected to our use of your personal data but we need to verify whether we have overriding legitimate grounds to use it.

    Data portability

    The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party in certain situations.

    To object

    The right to object:

    ·      at any time to your personal data being processed for direct marketing;

    ·      in certain other situations to our continued processing of your personal data, e.g. processing carried out for the purpose of our legitimate interests.

    No fee is usually required

    Generally, you will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

    What we may need from you

    We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

    Time limit to respond

    We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

    For further information on each of those rights, including the circumstances in which they apply, please contact us (see ‘How to contact us’ below).

    If you would like to exercise any of those rights, please:

    • email, call or write to us see below: ‘How to contact us’; and
    • let us have enough information to identify you;
    • let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill); and
    • let us know what right you want to exercise and the information to which your request relates.

     

    (12) Third Party Links

    Our Website includes links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our Website, we encourage you to read the privacy policy of every website you visit.

     

    (13) How to contact us and complaints

    We welcome any enquiry or feedback on how we manage personal data and our role in respect of personal data.

    In the unlikely event you are not satisfied with how we have handled your concern or complaint you have the right to complain to the Information Commissioner (“ICO”) who may be contacted at https://ico.org.uk/concerns or telephone: 0303 123 1113. We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

    Email: Dataprotection@vivisol.co.uk 

    Post: Data Protection Officer
    Vivisol UK
    Palladian, Manor Royal, 
    Old Brighton Road, 
    Crawley 
    RH10 9PY

     

    (14) Changes to this privacy policy and your duty to inform us of changes

    It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example you have a new address or email address.

    We may change this privacy notice from time to time. When we do, we will update this privacy policy on our website.

    This privacy policy was last updated in February 2025.

     

    Contact info

    Registered Office Address:

    Dolby Medical Home
    Respiratory Care Ltd
    North Suite, Lomond Court,
    Castle Business Park, Stirling,
    FK9 4TU

    View on Map

    Registered in Scotland
    No. 063902

    Telephone:

    Home oxygen enquiries: 0800 833 531

    Respiratory support: 0800 121 4012

    Gatwick Office Address

    Vivisol UK
    Palladian, Manor Court,
    Manor Royal,
    Crawley,
    RH10 9PY

    View on Map

    Telephone:

    Home oxygen enquiries: 0800 917 9840

    Respiratory support: 0800 121 4012

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    © Copyright 2026 Vivisol. All Rights Reserved.

    To find out more about The Vivisol Group and The SOL Group click on the links here: The VIVISOL Group | The SOL Group