Terms and Conditions

How to make a complaint

We do everything to make sure our services are excellent but in the very unlikely case that something goes wrong, we want to know about it. The first and simplest method is to speak directly to your Hearing Aid Dispenser by visiting, calling or emailing your local branch.

However, if you feel your situation is more serious, you can make a formal complaint by following the steps below.

  1. As above, first contact Viney Hearing Care in writing. Please send us your name, address and contact number, as well as information about what went wrong in your experience with us. We will let you know that we have received your complaint within a week. We will investigate your complaint. You will receive a response and/or explanation no later than 20 working days after we receive it.
  2. If you feel that your complaint has not been resolved to your satisfaction then you can contact the British Society of Hearing Aid Audiologists (BSHAA). BSHAA’s Conciliation Officer will then work to resolve the problem. To do this you can complete a Complaint Form online at www.bshaa.com or get in touch directly on 0333 335 6028 or at 61 Bridge Street, Kington, Herefordshire, HR5 3DJ.
  3. If you are not satisfied after the Conciliation Officer has tried to help you, you can ask the BSHAA for access to binding Independent Arbitration. This will not cost you anything. This process is designed to offer a comprehensive procedure to find a positive outcome to your complaint. The BSHAA complaints resolution will always be free of charge to you.

July 2025 Prize Draw terms and conditions

Eligibility

The prize draw is open to all residents in the United Kingdom aged 18 years and over except for employees of Viney Hearing Care, their immediate families, and any third party directly associated with the prize or administration of the prize draw.

How to enter

To enter the Prize Draw you must have a free hearing test with Viney Hearing Care at our Llansamlet branch (16A Axis Court, Mallard Way, Llansamlet, Swansea SA7 0AJ) which shows a hearing loss that would benefit from hearing aids being fitted. The hearing test must be carried out in July 2025. No purchase is necessary. Only one entry per person is permitted.

Winner

The winner will be chosen by a random draw performed either by a computer process or supervised by an independent person. The random draw will take place on Monday 4th August 2025. The winner will be notified by telephone or email (as per the details given to us at entry) within 14 days of the draw taking place. All reasonable efforts will be made to contact the winner however, if the winner cannot be contacted with 14 days then Viney Hearing Care reserve the right to offer the prize to another entry chosen as per the method stated above.

Prize

The winner will receive a pair of rechargeable hearing aids from our Premium range, up to the value of £4,250. In the event that your hearing loss requires only one hearing aid or non-rechargeable hearing aids then we will provide an alternative product from our Premium range, up to the value of £4,250. The prize is non-exchangeable and non-transferable. There is no cash alternative.

Publicity

The winner consents to Viney Hearing Care using their name and/or photograph in any post-winning publicity unless we have been notified of their objection to make this information public at the time of entry.

Limitation of Liability

Insofar as is permitted by law, Viney Hearing Care will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prizes except where it is caused by the negligence of Viney Hearing Care or its employees. Your statutory rights are not affected.

General

Viney Hearing Care reserves the right to amend these terms and conditions at any time and without notice.

Viney Hearing Care reserves the right to amend, void, suspend or cancel the Prize Draw where it becomes necessary to do so.

Participants in the draw are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. Viney Hearing Care reserves the right to refuse entry or refuse to award the prize to anyone in breach of these terms and conditions.

Viney Hearing Care shall use and take care of any personal data supplied as described in our Privacy Policy, and in accordance with data protection legislation. By entering the Prize Draw, you agree to the collection, retention, usage and distribution of your personal information in order to process and contact you about your Prize Draw entry.

These Prize Draw terms and conditions shall be governed by the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

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