Privacy Policy

Optical Express is committed to protecting and respecting your privacy, being transparent about the personal information we hold and giving you control over how it is used. This Privacy Policy sets out the type of personal information we collect about you, why we collect it and how we use it. It also provides you with information about your rights and who to contact if you have any questions or queries. Your trust is important to us.

Please read the following carefully and contact our Data Protection Officer below, if you have any queries about our privacy practices or policy.

We may update our privacy policy in the future and it is important that you check it from time to time. If we make changes we think are important, we will inform you by placing a notice on the relevant service/website and/or contact you by other methods of communication, such as email.

How do we collect your personal information?

We collect personal information from you:

  • When you fill in forms on our website www.opticalexpress.co.uk This includes at the time of registering to use our website, subscribing to our service or requesting further services including when you request a call back or book an appointment, and when you enter a competition or promotion sponsored by Optical Express, or when applying for a career with Optical Express.
  • When you visit our website (including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise) and the resources that you access. You can find out more about the cookies we use in the section below.
  • When you report a problem with our website.
  • When you fill in electronic or hard copy documents or forms in our clinics and stores associated with the performing of any form of ophthalmic examination, such as an eye examination (sight test), a contact lens related consultation, a pre-operative consultation to assess suitability of surgery, to conduct a surgical procedure or in the provision of any post-operative care.
  • By completing feedback surveys/forms.
  • Should you make a complaint, either verbally or by another form of communication such as letter or email.
  • Through transactions (complete and incomplete orders) you carry out through any medium, such as on our website, in a clinic or store and by telephone.
  • Via telephone calls with you.
  • Via video recording systems such as CCTV operating at our premise.

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:

  • From social media.
  • Via third parties such as external medical professionals (to include your General Practitioner or another Opticians practice), hospitals, and your family members.
  • Companies that provide consumer classification for marketing purposes.

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:

  • contact / demographic details such as name, email address, postal address and telephone number.
  • identification information such as date of birth.
  • health and lifestyle information relating to current or historic eye conditions, medications and health conditions, ethnicity, occupation, hobbies and if you are a driving licence holder.
  • current visual or ocular symptoms or concerns.
  • clinical outcomes of examinations, assessments or diagnostic tests.
  • your visual motivations and current vision correction solutions.
  • your consent to undertake diagnostic imaging, ophthalmic examinations or surgical procedures.
  • your marketing preferences.
  • financial information such as bank details, credit and/or debit card details.
  • information obtained via our cookies as detailed in the cookies section of this Privacy Notice.
  • images obtained from video recording systems such as CCTV.
  • voice recordings from telephone calls with us.
  • details of your next of kin.

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.

  1. Regulatory compliance

 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:

  • necessary to meet a legal or regulatory obligation set by our regulators, such as the General Optical Council (GOC), General Medical Council (GMC), CORU, Irish Medical Council (IMC), Care Quality Commission (CQC), Health Improvement Scotland (HIS), Health Inspectorate Wales (HIW), Regulation and Quality Improvement Authority (RQIA) and our data protection supervisory authorities, the Information Commissioner’s Office (ICO) or the Data Protection Commission (DPC).
  • required the prevention, investigation, detection of criminal conduct, and in order to protect our premises, our customers and staff.
  • required for reasons of substantial public interest such as fraud protection and credit risk reduction.
  1. To fulfil our Contractual Obligations

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. 

  1. Legitimate interest

Where we have a legitimate business reason we will process your personal data for the following reasons:

  • to transmit and use personal information within the Optical Express group for internal administrative tasks, to resolve any complaints, and develop and improve our products and services. This may include details of your visits to our website and the resources you access, and recording telephone calls for training purposes.  At all times we will ensure our business needs do not result in harm to you by impacting on your privacy rights and freedoms.
  • to analyse the clinical or patient reported outcomes of vision correction solutions (surgical and non-surgical, to include information obtained at eye examinations, contact lens consultations or pre- or post-operative refractive surgery consultations and during ophthalmic procedures) provided by Optical Express. We will never publish any research data which allows you to be identified.
  • to establish, exercise or defend our legal rights. This will include our right to defend any legal claim or to pursue a legal claim.
  • to send you direct marketing communications and advertising.
  • to send you eye sight test, contact lens or surgical procedure related reminders. At your eye test, your optometrist will recommend the date of your next eye test. This is normally at least once every two years, unless your optometrist recommends otherwise. To help you look after your eye health, we will contact you to remind you to book an eye sight test shortly before your test is due. If we don’t hear from you, we will follow up to remind you to book an appointment.
  • to send you service related reminders, such as to remind you of an upcoming appointment.
  1. Consent

We may require either your verbal or written consent from you to process your personal data in the following circumstances:

  • to provide your personal information with someone you have would like to act on your behalf, for example, a member of your family.
  • to share your personal data with another optometrist, your General Practitioner or hospital.
  1. Vital interest of the data subject

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:

  • The NHS, for example, to make a referral to your local hospital.
  • Relevant regulators such as such as the General Optical Council (GOC), General Medical Council (GMC), CORU, Irish Medical Council (IMC), Care Quality Commission (CQC), Health Improvement Scotland (HIS), Health Inspectorate Wales (HIW), Regulation and Quality Improvement Authority (RQIA) and our data protection supervisory authorities, the Information Commissioner’s Office (ICO) or the Data Protection Commission (DPC).
  • Our legal advisors and insurance providers.
  • Our clinical services team, to include our in-house optometrists and ophthalmologists.
  • Your private health care provider if they are funding your treatment with Optical Express.
  • The police or other law enforcement agencies if the sharing is required to prevent and detect fraud or criminal activity.
  • Third parties who provide us with services such as mail or email services

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?

  • We will only keep your personal information for as long as reasonably necessary for the purpose of:
  • maintaining a record of your eye examination or treatment.
  • providing you with services that you have requested.
  • to meet obligations set by our regulators.
  • to defend or support ourselves in legal proceedings or to comply with the law.

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.

Your rights

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

We strive to keep your personal information accurate and complete. However if you do believe this is not the case you can ask us to update or amend it. Details on how to contact us are provided in this privacy policy.

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).  

The contact details for the ICO and DPC are contained in the ‘Contact’ section of this Privacy Policy.

Contact

Questions, comments and requests regarding this privacy policy are welcomed and our Data Protection Officer can be contacted by writing to:

Address: Optical Express, 200 St Vincent Street, Glasgow, G2 5RQ

Email: DPO@opticalexpress.com

 

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.

ico.org.uk/global/contact-us/email/

Optical Express Company Details

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