The following privacy notice tells you about the information we collect from you, either in store, by phone or via our website. In collecting this information, we are acting as a data controller and, by law, we are required to provide you with information about us, about why and how we use your data, and about the rights you have over your data.
It also applies even if you are not one of our customers and you choose to interact with us, such as by taking part in a survey or trial, entering a prize promotion or making general enquiries about our services via our website, in person or by phone.
In addition to your basic contact information (name, date of birth, telephone numbers and your addresses) we will collect other relevant details including current and past health and medication information, your examination results, payment details and lifestyle information. We may also store associated information received from other health care professionals as part of your ongoing care.
The information we collect about you is used to ensure we provide you with the best and most appropriate products and services. In addition to your ongoing eye care, we will remind you when appointments are due and suggest relevant products or services that we believe would be of interest. We use your contact information to respond to queries from you, and where appropriate your bank details to collect Direct Debit payments as agreed. We may occasionally contact you to ask for your feedback on services we have provided and to offer the opportunity to trial new products. You can explore the various ways your personal information is used below:
We will use your information provide you with products and services that are directly linked to your eye care needs.
We use your information in this way for the purpose of proving health care and as we consider it our legitimate interest, so that we can operate as an efficient and effective business as possible.
We will use your personal information to provide you with products and services that are not directly linked to your eye care needs.
We use your information to provide products and service to you, and consider it in yours and our legitimate interest to do so, so that we can operate as an efficient and effective business as possible.
We may use your personal information to send direct marketing for products and services that we believe may be of interest to you, either due to new products and services becoming available that you may be unaware of or based on your previous purchase history with us.
We may send you information about the products and services we offer by phone, post, email and text message, as well as via our MySight portal, where applicable. We also use the information to personalise these message wherever we believe we can, as we believe it is important to make them relevant to you. We do this as we have a legitimate interest, and believe that you also have a legitimate interest, in keeping you up to date with our products and services. In each email and text message you receive you have the option to opt-out of such communication in the future.
You can ask us to stop sending you marketing information at any time, or change your preferences as to how we communicate with you, via our MySight portal or in-store.
We may use your personal information to send direct marketing for products and services that we believe may be of interest to you. We do that if you have been in touch with us via our website.
We may send you information about the products and services we offer by phone, post, email and text message, as well as via our MySight portal, where applicable. We also use the information to personalise these message wherever we believe we can, as we believe it is important to make them relevant to you. We do this if you given us your express consent to do so. In each email and text message you receive you have the option to opt-out of such communication in the future.
You can ask us to stop sending you marketing information at any time, change your preferences as to how we communicate with you, or withdraw your consent at anytime via our MySight portal or by contacting a member of our team.
If we use your personal information to help us develop our business we do so because we have a legitimate business interest of operating an effective and efficient business, which can adapt and improve to better meet our customers’ needs.
We will use your personal information if you opt to pay for products and services via direct debit.
We will use your personal information for the purpose of direct debit payments because you have given us express permission to do so and for the legitimate interests of the business.
If you don’t pay any outstanding amounts owed to Clapham Optical, we may ask a debt-recovery agency to collect what you owe.
We may also sell your debt to another organisation to allow us to receive the amount owed to us.
If we use your personal information for the purpose of debt recovery it is because we have a legitimate interest to do so in order to recover the debt for the financial security of the business. We will only share the minimum information required to complete the debt recovery.
We may have to share you personal information with third party organisations to meet our legal and regulatory obligations. An example of such sharing would be in the event of a complaint being made against us, where one of our governing bodies requires information to investigate the complaint.
In such circumstances we will contact you to outline the nature of the complaint and to advise of the information being shared, such as you contact details, clinical history and purchase details. We will seek your consent wherever possible, but in order to meet certain legal and regulatory obligations information may be shared without prior consent.
To provision and manage our services, your data is stored and processed by Optix Software Ltd within their UK facilities that are certified to ISO27001. If we collect Direct Debits from you these payments will be processed by Eyecare Payments Ltd. Any third-party company is only permitted to process your data for the specified purposes and in accordance with our instructions.
We retain your information for as long as reasonably necessary to provide our products and services and to maintain records to satisfy tax and other legal requirements.
We use some third-party service providers to carry out services on our behalf, to help us provide service to you or to fulfil our clinical obligations.
Where we use a third-party organisation we will still control your personal information and have controls in place to make sure it is properly protected.
In these cases, only the minimum information required will be shared. Rarely, the law requires us to pass on information to prevent serious crime or injury. Where possible, we will inform you of requests to share personal information.
If there’s a change (or expected change) in who owns us, or any of our assets, we might share personal information to the new (or prospective) owner. If we do, they will have to keep it confidential.
You are entitled to access the personal information that we hold on you; any such request should be made using our contact details below. If any data we hold is inaccurate, this will be corrected promptly on request. In certain circumstances you can request that we erase your data which we will do where this would not prevent us meeting our legal and regulatory obligations.
You may ask that we do not send you communications using any of the contact details we hold on our records, this may include your email, SMS, telephone and postal information. You may also request we restrict our communications to clinically necessary messages. Your personal preferences can be changed at any time by using the link at the end of every email and SMS message we send, via our MySight portal at Clapham Optical Mysight or by using our contact details below.
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You can reach Clapham Optical by email: h[email protected], telephone: 02380865493 or by post at 9 Commercial Road, Totton, Hampshire, SO40 3BX