Last Updated: 18/02/2026
1. Introduction
This Privacy Policy explains how MediAlarm247 (“we”, “us”, “our”) collects, uses, stores and protects your personal information.
This policy applies to:
- Our website
- Facebook and Instagram Lead Forms
- SMS and WhatsApp communications
- Telephone calls
- Alarm devices and monitoring services
- Subscriptions and billing
- CRM and automation systems
We operate in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).
Due to the nature of our emergency monitoring services, we may process medical information (special category data) strictly under lawful and explicit consent conditions.
2. Who We Are
Medi Alarm 247
ALUM HOUSE
5 ALUM CHINE ROAD
WESTBOURNE
BOURNEMOUTH
DORSET
BH4 8DT
Email: hello@medialarm247.com
Phone: 0800 688 9961
MediAlarm247 acts as the Data Controller for all personal data collected through our website, advertising, subscriptions and alarm services.
3. The Information We Collect
3.1 Personal Information
Full name
Address
Telephone numbers
Email address
Date of birth
3.2 Medical and Safety Information (Special Category Data)
Where necessary for emergency response, we collect medical information only with explicit consent.
This may include:
- Medical conditions
- Allergies
- Medications
- Mobility concerns
- Key safe details
- Access instructions
- Emergency contacts and keyholders
3.3 Device and Monitoring Data
When your alarm device is active, we may process:
- GPS location during alerts or emergencies
- Fall detection alerts
- Call recordings with our Monitoring Centre
- Alert history and device status
- Test call logs
Call recordings are processed under contractual necessity, legitimate interests, and legal obligation for training, quality assurance, evidential purposes, and regulatory compliance.
3.4 Marketing and Communication Data
If you submit your details through our website or Facebook or Instagram advertising, we may collect:
- Consent preferences
- Lead Form responses
- Communication history
- SMS and WhatsApp interactions
- CRM notes
Data provided via Meta Lead Forms, including full name, email and phone number, is transferred securely into our CRM for follow-up communication.
3.5 Website and Technical Data
- IP address
- Browser and device type
- Cookies and analytics identifiers
- Pages visited
3.6 Payment Information
- Billing address
- Subscription records
- Transaction references
We do not store full debit or credit card numbers on our systems.
4. How We Collect Information
We collect information through:
- Website enquiry forms
- Facebook and Instagram Lead Forms
- Telephone calls
- SMS or WhatsApp messages initiated by you
- Alarm device activation
- Subscription sign-ups
- CRM automation systems
- Cookies and analytics tools
All marketing-related forms contain clear consent wording explaining how we may contact you.
5. How We Use Your Information
We use your information to:
- Provide emergency alarm monitoring and response
- Contact emergency services or nominated contacts
- Manage subscriptions and billing
- Respond to enquiries
- Send service-related updates
- Follow up on requests for information
- Improve service quality and safety
- Comply with legal and regulatory obligations
We may use CRM systems and automation tools to organise enquiries, prioritise follow-ups, and ensure timely responses based on your interaction with us.
We do not sell or rent your personal information.
6. SMS, WhatsApp and Telephone Communications
Where you submit your personal information via our website or Meta Lead Forms and have ticked the consent box or otherwise clearly opted in, you consent to receive communications from MediAlarm247 via:
- Telephone
- SMS
Messages may be delivered using secure CRM and automation systems. Message frequency may vary depending on your interaction with us.
Marketing messages will only be sent where explicit opt-in consent has been obtained.
Service-related communications regarding alarm activations, safety alerts, account management, or monitoring updates may be sent even if you opt out of marketing messages, as these are essential to delivering the service.
We only contact individuals who:
- Have submitted an enquiry
- Have provided clear consent
- Are existing customers
- Or where lawful legitimate interest applies
You may opt out of marketing communications at any time by:
Replying STOP via SMS or WhatsApp
Emailing
hello@medialarm247.com
Calling 0800 688 9961
Message and data rates may apply.
We use trusted third-party providers including Twilio and GoHighLevel to facilitate secure SMS and WhatsApp messaging.
We do not request detailed financial information or sensitive medical data via SMS or WhatsApp.
A human support option is always available.
7. Legal Basis for Processing
We rely on the following lawful bases:
Contractual necessity –
to provide alarm monitoring and support
Vital interests –
to protect life during emergencies
Explicit consent –
for medical information
Legitimate interests –
to respond to enquiries, manage communications, and improve service quality
Legal obligation – to meet regulatory and statutory requirements
For electronic marketing communications, we comply fully with PECR and only send promotional messages where consent has been provided.
8. Sharing Your Information
We only share information where necessary for safety or compliance.
This may include:
- Emergency services
- Monitoring Centre operators
- Your nominated emergency contacts
- Payment providers
- IT and hosting providers
- Messaging providers including Twilio
- CRM providers including GoHighLevel
- Advertising platforms such as Meta for the creation of custom audiences or suppression of existing customers
- Regulators where legally required
All third-party providers are required to comply with UK GDPR and appropriate data protection standards.
Strict Limitation on Mobile Information:
No mobile phone number or SMS opt-in data will be sold, shared, rented or transferred to third parties for marketing purposes.
Mobile opt-in consent is used solely for communications from MediAlarm247 and authorised service providers acting on our behalf.
We never sell personal data.
9. Meta Ads, Pixels and Remarketing
We use Meta and Google tracking technologies to measure ad performance and deliver relevant content.
These tools may use cookies or device identifiers to personalise ads based on your website activity.
We do not upload medical information or special category data to advertising platforms.
You can opt out of targeted advertising via:
Cookie consent controls on our website
We comply with Meta’s Advertising Policies, Business Terms, and the WhatsApp Business Messaging Policy.
10. Data Retention
We retain personal data only as long as necessary.
Active customers –
for the duration of service plus applicable legal retention periods
Medical information –
for the duration of service
Call recordings –
up to 12 months unless required for investigation
Marketing enquiries –
up to 12 months unless converted to a customer
Financial records – 6 years for accounting purposes
When data is no longer required, it is securely deleted or anonymised.
11. International Transfers
Some technology providers may process data outside the UK or EEA.
Where this occurs, we rely on:
- UK adequacy decisions
- Standard Contractual Clauses
- Approved secure transfer mechanisms
No personal data is sold or used to train third-party AI systems.
12. Data Security
We use strong security measures including:
- Encrypted systems
- Secure hosting environments
- Access controls
- Staff training
- Regular security reviews
Due to the sensitive nature of our services, data security is treated as a priority.
13. Cookies
Our website may use cookies for:
- Essential functionality
- Analytics and performance monitoring
- Advertising measurement
Users can manage cookie preferences through our website banner or browser settings.
14. Your Rights
Under UK GDPR, you have the right to:
- Access your personal data
- Correct inaccurate information
- Request deletion
- Restrict processing
- Withdraw consent at any time
- Object to marketing communications
- Lodge a complaint with the Information Commissioner’s Office
To exercise your rights, contact: hello@medialarm247.com
15. Changes to This Policy
We may update this Privacy Policy from time to time.
The latest version will always be available on our website.
16. Contact Us
If you have questions about this Privacy Policy or would like to make a data request:
Email: hello@medialarm247.com
Phone: 0800 688 9961
Address:
MediAlarm247
ALUM HOUSE
5 ALUM CHINE ROAD
WESTBOURNE
BOURNEMOUTH
DORSET
BH4 8DT
