Contact us

If you have any questions about your hearing aids, or need your hearing aid adjusted or repaired, please call 0800 0372 080 to book an appointment.

If you’ve seen us before and want to book an appointment to see your hearing care expert, you can call the hearing clinic or centre you originally visited. You’ll find these details on our centre locator page. Alternatively, you can call us free on 0800 0372 080.

If you are new to Hidden Hearing and would like to book a free hearing test, you can either book an appointment here or call 0800 0372 080.

If you need to change an existing appointment, you can call the hearing clinic or centre where your appointment is booked. You’ll find these details on our centre locator page. Alternatively, you can call us free on 0800 0372 080.

Oneplan is our customer care scheme designed to give you total peace of mind. Oneplan is a low-cost benefit, so you won't need to worry if your hearing aid is lost, stolen, accidentally damaged, or stops working, anywhere in the world. Total protection of your hearing aid is available from just £75 per year. For more information on the oneplan, or to make a claim, just call Customer Services on 0800 7408 796.

We want our services to be excellent at all times, but we know that sometimes things may go wrong. If they do, we want you to tell us. In the first instance, please contact your Hidden Hearing care professional or hearing centre.

They’ll want to hear from you and will do what they can to resolve any problem. If you’re not sure who to contact, we can tell you. Just phone us or email our Customer Services team by:

• Calling us on 0800 740 8796 or emailing contact@hiddenhearing.co.uk We will take the details of your complaint or, if you wish, we will send you a formal document for you to complete and return (we will send a pre-paid reply envelope). This form is also available at all our hearing centres

• Or you can write to:

Complaints Team 

Hidden Hearing Limited

Meadow House

Medway Street

Maidstone

Kent ME14 1HL

• Or you can register your complaint by email to: complaints@hiddenhearing.co.uk

Please tell us what happened. We’ll also need to know :

• Your name, address and telephone number

• Information about what went wrong and when and where it happened

We will let you know we have received your complaint within five working days. We will investigate your complaint and you will receive a response no later than 20 working days after we receive it.

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk