Hearbase: most-reported complaints
Automated analysis of 3 public Trustpilot reviews published 2021-06-09 to 2023-08-04. TrustScore 4.9 from 316 total reviews — see the Trustpilot page. Quick answer: is Hearbase legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 3 Trustpilot reviews analysed, the most-reported issues with Hearbase were: Faulty product (2 reports), Support unhelpful (2 reports). There are not enough reviews to establish a trend.
How to reach Hearbase
These are the contact details Hearbase publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0800 028 6179, email [email protected], address Sandgate Road 140, Folkestone, CT20 2TE, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2019-04-23. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HEARBASE LIMITED (no. 04695866), active, incorporated 2003 (23.5 years); next accounts due 2026-09-30, last accounts filed 2026-04-28. 3 current officers (9 on record historically), 1 resignation in the last 24 months; 6 filings in the last 12 months (86 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
In the accounts to 2024-12-31, audited by Kreston Reeves Audit LLP, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “The directors have taken the decision to close the company, and accordingly the company is expected to cease trading within 12 months of the approval of these financial statements. For this reason, the annual financial statements have been prepared on a basis other than that of a going concern”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 3★ on Google (2 reviews)
What their policy promises
refund window: 7 years
“The longest we will normally hold any personal data for private patients is seven years beyond the end of the relationship.”
refund window: NHS guidelines
“In the case of NHS patients we use current NHS guidelines which can be found on the NHS direct website”
refund window: 30 days
“in some cases phone conversations, which are recorded for training purposes and are automatically deleted after 30 days”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-22.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 54 company-invited reviews in the recent window average 4.98★, while 41 organic (uninvited) reviews average 4.68★.
18% of its 95 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 67% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 1 of this company’s 316 Trustpilot reviews (0%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Hearbase?
Faulty product
2 reports · 67% of complaints“Within 24 hrs I had excruciating ear pain with discharge”
The company replied on 2023-08-07: “Thank you for sharing your recent experience with us. We sincerely value your feedback as it helps us ensure the quality of our services. We're sorry to learn about the discomfort you faced following…”
Our classifier read this reply as a template response.
“still charge me full price when I didn’t need any treatment in and out in 3 minutes”
Support unhelpful
2 reports · 67% of complaints“Within 24 hrs I had excruciating ear pain with discharge”
The company replied on 2023-08-07: “Thank you for sharing your recent experience with us. We sincerely value your feedback as it helps us ensure the quality of our services. We're sorry to learn about the discomfort you faced following…”
Our classifier read this reply as a template response.
“Was locked out and turned away from hearbase in Deal because I'm exempt from wearing a mask”
The company replied on 2021-06-10: “Thank you for your feedback. In these current times, Hearbase is not able to see a patient who does not have an appointment when they walk into a branch without a mask. If you are exempt, we will be…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-08-23.