Privacy & Cookies Policy


Merck Serono Ltd (“Merck“, “we” or “our“) respects the privacy of visitors to our websites and are committed to the protection of their personal information.

This policy together with our website’s terms of use, (and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.

By using our Website, you indicate that you accept this Privacy Policy and that you agree to abide by it. If you do not agree to this Privacy Policy, please refrain from using our website.

Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. For the purpose of data protection legislation the Data Controller is Merck.

1. We may collect and process the following data about you:

  1. Information that you provide by filling in forms and/or registering on the MySupport website. We may also ask you for information when you report a problem with our site;
  2. If you contact us, we may keep a record of that correspondence;
  3. Details of your visits to our site including, but not limited to, traffic data, location data and other communication data and the resources that you access.

2. Use of IP Addresses
An Internet Protocol (IP) address is a set of numbers that is automatically assigned to your computer whenever you log on to your internet service provider. Web servers automatically identify your computer by the IP address assigned to it during your session online.

Merck, or third party companies acting on our behalf may collect information about your computer, including where available IP addresses, operating system and browser type, for the purposes of systems administration and to audit the use of our site. We do not ordinarily link a user’s IP address to personally identifiable information of that user, which means each user’s session will be logged, but the user remains anonymous to us. However, we may use IP addresses to identify users of our site when we feel it is necessary to enforce compliance with our terms of use, or to protect our service, site or other users.

3. Cookies
Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site. You can find more information about the individual cookies we use and the purposes for which we use them below:

Cookie: Google Analytics
Name: __utma – __utmz
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.
Click here for an overview of privacy at Google

Cookie: Accept cookies
Name: tplis_cl_cookie_policy_accepted
This cookie is used to identify users that have accepted cookies on this website and prevents users seeing the Cookie message on return visits. More Info: Expires 365 days

Cookie: WordPress logged in
Name: wordpress_logged_in_xxxxx
WordPress uses this cookie to indicate when you’re logged in and who you are for most interface use.
More Info: Expires after each session (when you close the browser)

Cookie: WordPress
Name: wordpress_sec_xxxxx
WordPress uses these cookies to store your authentication details and their use is limited to the admin console area.
More Info: Expires after each session (when you close the browser)

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site. To find out more about cookies, including to see what cookies have been set and how to manage and delete them, visit

4. Where we store your personal data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”). It may also be processed by staffs operating either within or outside the EEA who work for us or for one of our suppliers. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.

All information you provide is stored on our secure servers. You are responsible for keeping confidential the password given to you or chosen by you when registering to our site to access the site. We ask you not to share this password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will always use strict procedures and security features to prevent unauthorised access.

5. How we use information held about you
We will not use your data for marketing purposes or for any purposes other than the specific purposes listed below. We may use your data:

  1. To provide post-prescription nursing services to you via our support line unless you opt out of such service;
  2. To contact you, in the manner detailed below, to ask you to complete surveys or to carry out market research into medical conditions and the usefulness of the health information that we provide, although you do not have to respond to them;
  3. To ensure that content from our site is presented in the most effective manner for you and for your computer;
  4. To allow you to participate in interactive features of our service (if any), when you choose to do so; and/or
  5. To inform you when updates to our site are made available.

Market research / surveys – where we wish to conduct surveys or market research which we use for our own internal research purpose, we may engage an independent professional service provider for the sole purpose of conducting such survey or market research on our behalf. This is to preserve the anonymity of respondents and to ensure that the research is unbiased. In this event, we will contact you to obtain your consent prior to passing your details.

6. Disclosure of your information
We may disclose your personal information to third parties (within the meaning of the Data Protection Act 1998) only in the following circumstances:

  1. In the event that Merck becomes a party to a merger, acquisition or any other corporate restructuring, we may disclose your personal data to the third party involved in such corporate transaction. Any such disclosure would only be made for the sole purpose of ensuring continuity of the services provided to you (if any);
  2. If we are legally obliged to disclose your information, such as reporting of drug adverse events, or in order to enforce or apply our terms of use and to protect our rights or property, or those of others.

7. Third party websites
Our site may, from time to time, contain links to and from third party websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

8. Access to information
The Data Protection Act 1998 (the “Act”) gives you the right to access information held about you and to have any such information corrected or deleted. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

9. Revocation of consent
You may at any time revoke your consent to the terms of this privacy policy and your use of our site. In such circumstances you must notify MySupport line in writing at Merck, Bedfont Cross, Stanwell Road, Feltham, Middlesex TW14 8NX or by email: On receipt of such a request, your details will be deleted as soon as reasonably practicable and access to our site by you will be revoked.

10. Changes to our privacy policy
We may occasionally update this privacy policy and we encourage you to periodically review it to stay informed about how we are helping to protect the personal information we collect. Your continued use of the site constitutes your agreement to the privacy policy and any updates.

11. Contact
For all questions, comments and requests regarding this privacy policy (other than as set out in paragraph 9 above) or other material on our site, please contact the Merck UK Medical Information Department, Bedfont Cross, Stanwell Road, Feltham, Middlesex TW14 8NX, United Kingdom, Tel: +44 (0) 20 8818 7373, Email:

Reporting of side effects
If you get any side effects, talk to your doctor, pharmacist or nurse. This includes any possible side effects not listed in the package leaflet. You can also report side effects directly via the Yellow Card Scheme at In the Republic of Ireland, side effects can be reported online at By reporting side effects, you can help provide more information on the safety of this medicine.
UK&IE/REB/0117/0002 | Feb 2017