Calls to our Customer Contact Centre and clinics may be recorded for training purposes.
Please read the following carefully and contact our Data Protection Officer below, if you have any queries about our privacy practices or policy.
We collect personal information from you:
We may record telephone calls with you in order to check facts, for ensuring compliance with regulatory practices and improving the quality of our customer service.
We also collect your personal information from different sources:
What personal information do we collect?
The personal information we collect will depend on the relationship we have with you. We may collect the following personal information:
How do we use your personal information?
We may use the personal information we hold about you in different ways for different purposes. We have listed below the personal information we collect, how we use this information and our legal basis for processing this information.
We will use your personal data where it is required to meet our regulatory requirements or to comply with the law.
This will include where the use of your personal data is:
We will use your personal data as it is necessary for our contract with you or to potentially enter into a contract with you.
This would apply if we need to use your personal information to provide you with a service and/or vision correction solution/product, such as to fulfill orders for glasses, contact lenses, ocular lubricants or medications and contact lens cleaning solutions, to undertake an eye examination (sight test), to complete a pre-operative consultation to assess your suitability of surgery or to undertake a surgical procedure such as laser treatment or lens replacement.
Where we have a legitimate business reason we will process your personal data for the following reasons:
We may require either your verbal or written consent from you to process your personal data in the following circumstances:
We may need to share your personal information without your consent to protect your vital interests.
This would only apply in exceptional circumstances, for example, if a hospital required information about your eye health and you were unable to give your consent to the transfer of the information.
Who do you share my information with?
We may share your personal information within the Optical Express Group or with third parties. Third parties that we may share your personal information with include:
If you advise us that you have a membership plan with VSP through your employer or health plan, we will share your information with VSP to allow you to access membership benefits.
How long do we keep records for?
If you receive an eye sight test, we are required by our regulators to retain a copy the results for a minimum period of 10 years.
For example, if you are interested in receiving laser or lens treatments with us, we will request that you attend one of our clinics for a consultation to assess your suitability for surgery. At the consultation, we will gather information from you including your contact details, information relating to your health and lifestyle to assess your suitability for surgery and complete an eye examination (sight test). This information is considered by our regulators to form part of your medical record and must be retained for a minimum period of 10 years.
Data Protection law provides you with rights to the personal information we hold about you. These rights are:
The right to access your personal information
You are entitled to access your personal information we hold. This means you can request a copy of the personal information held by us. There is not usually a charge for dealing with your request. For any additional copies however we will charge a reasonable fee for administrative costs. We will usually provide your information in writing, unless otherwise requested, or where you have made the request electronically we will strive to provide you with your data by electronic means where possible.
Your rights in relation to marketing
You can ask us to stop sending you marketing at any time.
Each of our marketing communications clearly carries an unsubscribe option in the event that such information is not welcomed.
The right to withdraw consent
We will ask for your consent for certain uses of your personal information, for example, if you have authorised a family member to act on your behalf. Where we process your personal information based on your consent, you can withdraw consent at any time.
The right to rectification
The right to erasure
In certain circumstances you have the right to ask us to erase your personal information, for example when the personal information is no longer necessary in relation to the purposes for which it was collected or where you have withdrawn your consent. However we may not fulfil such a request if there are legal or regulatory obligations that mean we cannot erase your personal information or where it is necessary to continue eye care services or treatment.
The right to restriction of processing
In certain circumstances you have the right to ask us to stop using your personal information, for example where you believe the information we hold about you is inaccurate. However we may not fulfil such a request if there are legal or regulatory obligations that means we cannot do so or where it is necessary to continue eye care services or treatment.
The right to data portability
In certain circumstances you have the right to ask us to transfer personal information, that you have provided to us, to another third party where this is technically feasible. Once your personal information has been transferred to a third party, of your choice, they are responsible for safeguarding your personal information.
The right to lodge a complaint
You have a right to make a complaint with the relevant supervisory body at any time in circumstances where consider your personal information has been used by us in a way that does not comply with data protection law. The supervisory body for data protection matters in the UK is Information Commissioner’s Office (ICO) and in Ireland you can contact the Data Protection Commission (DPC).
Address: Optical Express, 200 St Vincent Street, Glasgow, G2 5RQ
We aim to directly resolve all complaints about how we handle personal information. However, you also have the right to lodge a complaint with the relevant supervisory body:
If you would like to contact the UK’s Information Commissioner’s Office directly write to:
Address: the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Telephone: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.
Optical Express Limited SC161469 – Incorporated on 3 November 1995
The Ca'D'Oro, 45 Gordon Street, Glasgow, G1 3PE
Optical Express (Westfield) Ltd SC161695 - Incorporated on 17 November 1995
The Ca'D'Oro, 45 Gordon Street Glasgow, G1 3PE
Optical Express (Gyle) Ltd SC150432 - Incorporated on 22 April 1994
The Ca'D'Oro, 45 Gordon Street, Glasgow, G1 3PE
The Frame Zone Ltd SC182069 Incorporated on 13 January 1998
The Ca'D'Oro, 45 Gordon Str