Who we are
We are M&S Opticians and are operated by Owl Optical Ltd on behalf of Marks & Spencer plc, London
At M&S Opticians, we’re committed to protecting and respecting your privacy. This policy explains when and why we collect personal information about people who visit our website, contact us via telephone, or visit one of our stores; how we use this information, the conditions under which we may disclose it to others and how we keep it secure.
We may change this policy from time to time, so please check this page occasionally to ensure that you are aware of any changes. By using our website, contacting us by telephone, or visiting one of our stores, you’re agreeing to be bound by this policy.
Any questions regarding this policy and our privacy practices should be sent by email to [email protected] or by writing to The Customer Care Team, M&S Opticians, 60 Islington Row Middleway, Edgbaston, Birmingham B15 1PH. Alternatively, you can call us on 0330 135 5330.
Our responsibility to you as a healthcare provider
As a registered provider of eye care services we have a duty to follow the General Optical Council (GOC) guidelines relating to contacting our customers for essential healthcare check ups and the length of time we must keep patient records.
We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations. We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in GOC guidelines:
Type of record and recommended period of retention
Adults: 10 years, even if the patient has subsequently died
Children and young people: 10 years after they were last seen or until the patient’s 25th birthday if later. If the child or young person has died, keep the records for 10 years after they were last seen
How do we collect information from you?
We obtain information about you when:
You use our website, for example, when you contact us about products and services, book an appointment, download a discount voucher, or if you register to receive offers and updates from us.
You contact us by telephone, for example, to book an appointment with us, or to enquire about our services and products.
You visit us in-store, for example, to book or attend an appointment, or to enquire after our services and products.
What type of information is collected from you?
The personal information we collect might include your name, age, address, telephone number, email address, IP address, your current or preferred store and information regarding what pages you accessed and when.
If you purchase a product from us online, your card information is not held by us, it is collected by our third party payment processors (Barclaycard EPDQ), who specialise in the secure online capture and processing of credit/debit card transactions.
If you purchase a product from us in-store using a credit or debit card, a copy of your credit card number will be kept with all paperwork relating to your order; the CVV number on your card is not kept.
How is your information used?
We may use your information to:
- process orders that you have submitted;
- advise you of the status of any order you have placed with us;
- email you discount vouchers you have requested;
- confirm appointments;
- confirm competition entries;
- process job applications;
- seek your views or comments on the services we provide;
- notify you of changes to our services;
- send you communications which you have requested or that may be of interest to you.
Who has access to your information?
We will not sell or rent your information to third parties.
M&S Opticians provides it’s optical service on behalf of M&S and when you opt-in to receiving offers and information from M&S Opticians you are also agreeing to receive information on other M&S products and services.
You can at any time choose to opt out of receiving communications from M&S Opticians and/or M&S by writing to The Customer Care Team, M&S Opticians, 60 Islington Row Middleway, Edgbaston, Birmingham B15 1PH. Alternatively, you can visit your M&S Opticians store or call us on 0330 135 5330.
Third Party Service Providers working on our behalf:
We may pass your information to our third party service providers, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf, (for example to manufacture glasses and to send you emails). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. We will not release your information to third parties for them to use for their own direct marketing purposes, unless we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
Third Party Product Providers we work in association with:
When you are using our secure online e-commerce pages, your payment is processed by a third party payment processor (Barclaycard EPDQ), who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.
Sale or Closure of our Business
We have a duty of care to ensure you have access to ongoing optical care. Should some or all of our business close or cease to trade, wherever possible we will arrange to transfer your records to another Optical provider chosen by us. If this happens, we will write to you with full details, including details of how you can request your records to be transferred to an alternative provider of your choice. In the unlikely event we cannot find a suitable alternative provider, we will make arrangements to transfer your records to the local Primary Care Organisation (PCO) or a person nominated by the PCO.
Legal and Other Obligations
You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us about any offers, products or services, you can manage your preferences by contacting your local store, or by calling our Customer Care Team on 0330 135 5330.
Please note that as a healthcare provider we are obliged to contact you when you are due or overdue for your next scheduled appointment for eye care.
How you can access and update your information
The accuracy and availability of your personal information is important to us. If you change email address, or any of the other information we hold is inaccurate or out of date, or you would like a copy of the information we hold about you, please email us at: [email protected], or write to us at: The Customer Care Team, M&S Opticians, 60 Islington Row Middleway, Edgbaston, Birmingham B15 1PH. Alternatively, you can telephone our Customer Care Team on 0330 135 5330.
Security precautions in place to protect the loss, misuse or alteration of your information
When you give us personal information, we take steps to ensure that it’s treated securely. M&S Opticians are fully committed to adhering to all principles of GDPR and as such, we have conducted a formal DPIA (Data Protection Impact Assessment) of all our main systems. No unmitigated risks have been identified as a result of this.
When using our website any sensitive information, (such as credit or debit card details), is encrypted When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer or Google Chrome.
Non-sensitive details (your email address etc.) are transmitted normally over the Internet and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given, (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
We may analyse your transactional information to create a profile of your interests and preferences so that we can contact you with information relevant to you. We may also use your personal information to detect and reduce fraud and credit risk. We do not, however, use any automated decision making based on such profiling. If you wish to be excluded from all profiling, please email, write to, or telephone our Customer Care Team using the contact details given above.
Use of ‘cookies’
Cookies are small files saved to the users’ computers hard drive that track, save and store information about the users’ interactions and usage of the website. This allows the website, through its server, to provide the user with a tailored experience within this website.
Users are advised that if they wish to deny the use and saving of cookies from this website on to their computer hard drive, they should the take necessary steps within their web browser security settings to block all cookies from this website and its external serving vendors.
Other cookies may be stored to your computer’s hard drive by external vendors when this website uses referral programs, sponsored links or adverts. Such cookies are used for conversion and referral tracking and typically expire after 30 days, though some may take longer. No personal information is stored, saved or collected.
Links to other websites
In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.
If you are 16 or under
We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian’s permission beforehand whenever you provide us with personal information.
At certain periods, our website may also use specific website recording software. This software may record mouse clicks, mouse movements, page scrolling and any text keyed into certain website forms. The information collected will not include bank details or any sensitive personal data. Any data collected by this software is for M&S Opticians’ internal use only. The information collected is used to improve our website usability and is stored and used for aggregated and statistical reporting.
Review of this Policy
We keep this policy under regular review. This policy was last updated in August 2019.