Optical Services - Privacy Notice

We collect the personal data we need to provide you with optical services. This includes:

• Your name and contact details, including postal address, telephone number and email addresses. If you are under the age of 13, your parents', guardians’ or carers’ name and contact details, including postal address, telephone number, and email addresses.
• Your medical history and information relating to your lifestyle, such as employment, hobbies and whether you drive, that may help us to best meet your needs
• Your membership number and details of any membership cards if you present them
• Contact details for your GP in case we need to make a referral
• Records we create including your eye examination, test results, prescriptions, referrals and any glasses or contact lenses provided
• Payment card information, when you make a payment by credit or debit card
• Personal data contain in any communication you may enter into with us
• Footage and/or images of you, which may be recorded on CCTV when you visit our premises
• Your communication and marketing preferences
• Any other personal data you give us

• To provide eye care services, to handle enquiries and orders, to process payments and to liaise with you about the products and services you have bought. We do this on the basis of contractual obligation and the processing of special categories of data is necessary for health care pursuant to a contract with a health professional.
• To let you know about appointments on the basis of our legitimate interest in managing our resources to meet the needs of customers
• To communicate with your parents, guardians or carers about your eyecare where required to by law or with your consent.
• If you are a member and present your membership card, we collect information and use it as set out in the membership section of our privacy notice
• To send you information about offers, promotions, products, services and events which we think will be of interest to you. When you have enquired about or bought eye care from us we will do this on the basis of our legitimate interest in growing our business – you may opt out by contacting us at any time or unsubscribing from our mailing list, otherwise we will do this only when you consent.
• To deal with communications including enquiries, complaints and compliments on the basis of our legitimate interest in managing our relationship with you.
• We use non-identifiable information about our services for statistical analysis and business planning, for instance to identify trends, to plan to meet future demand, to improve our products and services and to develop new ones. We do this on the grounds of a legitimate interest in continually improving our service to customers.
• We use CCTV monitoring to protect our customers and colleagues and to safeguard our property and assets. We do this in the legitimate interests of the Society, customers and colleagues. We also do this in the public interest, to prevent and detect crime and accidents.

Sometimes we may refer you to your GP or to another healthcare professional. We will normally discuss this with you beforehand. Please let us know if you have any privacy concerns.

Your personal data may be processed by organisations acting on our behalf. They may only use this data for the purpose we agree with them, unless they are required by law to process your personal data for other purposes. For instance, we may use a mailing service provider to send you offers, vouchers and information about products, services and events.

When you pay by credit or debit card we pass your payment and card details securely to our card payment service provider. We do not keep your card details.

When you pay by direct debit, we will share your payment details with the relevant banks.

We may share your personal data, where necessary, with our auditors, legal advisors and other professional advisors acting in their professional capacity, for instance, for the purposes of allowing us to exercise or defend our legal rights.

We may share your information with the NHS if you are an NHS patient.

We may share your personal data, where necessary, with our statutory or professional regulators, either to evidence our compliance with legal or professional obligations, or to assist them in any investigations arising from any complaints made about us.

We may be required to share your personal data to comply with laws or with legal obligations, such as in response to a valid court order or to e.g. HMRC, or where we consider that there is a legitimate interest to do so, such as reporting details of a suspected criminal incident to the Police.

We will keep your personal data only for as long as is necessary for the purposes described in this notice, including where it is needed to comply with our legal obligations, to resolve disputes or to enforce agreements. This means we may keep your personal data for up to seven years after you last use our services.

We do not keep credit or debit card details.

CCTV footage and/or images are normally kept for 31 days. Images and/or footage of incidents that require investigation will normally be kept for up to 7 years from the conclusion of any investigation and/or any subsequent legal proceedings, unless we are legally required to retain this footage or images for longer.