Please read the following carefully and contact our Data Protection Officer below, if you have any queries about our privacy practices or policy.
How do we collect your personal information?
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. With the exception of clinician-led consultations, we delete call recordings after 14-days.
Where we have a pre-surgery clinician discussion call we keep the audio and a written record of the call for 10 years as part of your patient file. .
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 categories of 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 only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances where:
We may monitor the effectiveness of our marketing activities using our existing customer data to understand how audiences respond to our online and TV advertising campaigns. The information we use for analysis includes customer postcodes and email addresses. To enable us to better understand our audience, we may share this information securely with third parties who we partner with to identify opportunities to improve how we advertise Optical Express. We carry out this activity on the basis of legitimate interest. If you do not wish for your personal data to be used for this purpose, please contact email@example.com.
When we process special category personal data, in addition to the above legal bases, the additional bases for processing that we rely are:
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 to:
We will never publish any research data which allows you to be identified.
We may require either your verbal or written consent from you to process your personal data in the following circumstances to:
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 Group and our Other Subsidiary Company or with third parties. Third parties that we may share your personal information with include:
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
How long do we keep records for?
We will only keep your personal information for as long as reasonably necessary for the purpose of:
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.
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). Information we collect during your laser or lens consultation or treatment is considered by our regulators to form part of your medical record and must be retained for a minimum period of 10 years.
We share your personal data within the Group and our Other Subsidiary Company. This will involve transferring your data outside the UK and European Economic Area (EEA).
Many of our external third parties are based outside the UK/EEA so their processing of your personal data will involve a transfer of data outside the UK/EEA.
We also transfer personal data to and from Ireland and the UK.
Whenever we transfer your personal data out of the UK and EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the UK and/or the EEA.
Under certain circumstances, 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 object to processing
In certain circumstance you can object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
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. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see above), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. 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
The supervisory body for data protection matters in Ireland is the Data Protection Commission (www.dataprotection.ie).
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,SK95AF.
Telephone: 0303 123 1113.
Optical Express Group Details
Optical Express is the trading name of the following legal entities:
Optical Express Ltd SC161469
Optical Express (Westfield) Ltd SC161695
Optical Express (Gyle) Ltd SC150432
The Frame Zone Ltd SC182069
The above limited companies are registered at: The Ca'd'oro, 45 Gordon Street, Glasgow G1 3PE
Other Subsidiary Company
Anglia Community Eye Service Ltd 05632363
Registered at: Cromwell Road, Wisbech, Cambridgeshire PE14 0SN
Last update: 21.12.22