Privacy policy
Who we are
Flovio is the trading name of Carl Ashfield, a sole trader, at Grosvenor House, 11 St Paul’s Square, Birmingham B3 1RB. Flovio builds lead conversion systems for private clinics in the UK. We are the data controller for the information you give us on this website. The section on lead leak audits below explains how we handle notes and replies from audits, including information about clinic staff. You can contact us about anything in this policy at hello@flovio.agency.
What we collect
When you request a lead leak audit, we collect your name, clinic name, work email, mobile number, clinic website, main treatment, approximate monthly enquiries and approximate monthly ad spend. We also record the date and the page you sent the form from.
We do not use analytics or advertising cookies on this website.
Lead leak audits
When a clinic’s owner or manager asks us for a free lead leak audit and agrees to it, we make a few test enquiries to the clinic, as a new patient would, over a few days. We use the clinic’s website, the pages its ads lead to, and its phone. It’s a condition of the audit that the clinic lets its team know, in general terms, that new patient enquiries may be checked from time to time.
For these enquiries we use email addresses Flovio owns and Carl’s own mobile number. During the audit we note:
- the time of each reply and follow-up
- whether we were offered a booking
- the replies our test enquiries receive (emails, texts and any voicemails), which may include the sender’s name and work contact details
- the role of the person who replied, for example “receptionist”
Our notes give roles only, never names, and we don’t copy names from replies into them. We don’t record calls.
We use these notes only for the clinic’s audit call, a short written summary we give the clinic afterwards and, if the clinic becomes a client, as the starting point for measuring improvement. The summary reports findings by channel (phone, website and ad pages), not by person. We tell the clinic which enquiries were ours, so it can delete them and stop any follow-up messages to them. We never write about a clinic’s audit, even without naming the clinic, unless it gives us written permission.
If you work at a clinic we have audited, the rights under “Your rights” below apply to these notes and replies too. Contact us at hello@flovio.agency.
Why we use it
- To reply to your audit request, carry out the audit and arrange a call with you.
- To decide whether our service is a good fit for your clinic. The form uses your enquiry volume and ad spend to flag whether we’re likely to be a good fit, and Carl reviews every request personally.
Our lawful basis is your consent, given when you tick the box on the form, and our legitimate interest in responding to a business enquiry you started. We will not add you to a marketing list or sell your details.
Who we share it with
We use a small number of trusted providers to run this website and store enquiries: Cloudflare (website hosting), Zoho (our email, including replies to audit test enquiries) and Google (the spreadsheet where enquiries are stored, our lead leak audit notes, and the automatic email confirming your request). Some of these providers may process data outside the UK. Where they do, we rely on UK adequacy regulations or the provider’s standard data transfer terms. You can ask us for details.
How long we keep it
We keep audit requests for up to 24 months, unless you become a client, in which case we keep the information for as long as we work together and as the law requires afterwards.
We delete lead leak audit notes, and the replies our test enquiries received, 90 days after the audit call, or 90 days after our last test enquiry if no call takes place. If the clinic becomes a client, we keep the timings and notes (not the replies) while we work together, as the starting point for measuring improvement, and delete them within 90 days of the contract ending.
Your rights
You can ask us to see, correct or delete the information we hold about you, to limit or object to how we use it, to withdraw your consent, or to stop contacting you, at any time by emailing hello@flovio.agency. If you are unhappy with how we handle your information, please tell us first at hello@flovio.agency. We will acknowledge your complaint within 30 days and tell you the outcome. You can also complain to the ICO (now formally the Information Commission) at ico.org.uk.