Privacy Policy

20 20 Opticians and Hearing Care ("us", "we", or "our") operates www.2020opticians.com (the "Site"). At 2020 Opticians and Hearing Care we take the privacy and security of personal data very seriously and this policy outlines the procedures we have in place to safeguard your personal data.

Your Privacy

At 20 20 Opticians we are committed to providing a high quality service and however you choose to interact with us, we will only collect data that is necessary for us to deliver the best possible service, remind you of any appointments or any essential health related information. The 20 20 privacy policy provides detailed information on when and why we use your personal information, how we use it and the very limited conditions under which we may disclose it to others.

Collection of Personal Information

We collect your personal information via disclosure directly from you or your parent or guardian. This might be via our website, via our booking system, telephone or face to face engagement.

Categories and Type of Personal Data Collected and processed.

We collect contact details from you including:

  • Name
  • Postal Address
  • Telephone number(s)
  • email addresses
  • Date of Birth

In addition to this contact information we collect clinical data including:

  • Current and past relevant health and medication information.
  • Examination results including retinal images.
  • Relevant lifestyle information such as pastimes, driving information or work impacting on eye care.
  • Correspondence between your optometrist or audiologist and your GP or ophthalmologist

We collect financial information where appropriate including:

  • Payment card details via EPOS.
  • Banking details for direct debit mandates.

We treat all personal data as sensitive but acknowledge that we also process special category data.

We also collect information from other interactions including:

  • Information that you provide by filling in forms on our website;
  • If you enter a competition or complete a survey form;
  • Details of your visit to the website and any transactions you carry out on the website;
  • any information or images you give us when you use our virtual try-on technology; and
  • any other information you have voluntarily given us.

    We mainly collect this information from you when you give it to us voluntarily, but we may also collect it from other sources if it is legal to do so. This includes from the NHS or other healthcare providers, institutions or people you have authorised to provide information on your behalf (for example, parents or guardians), third-party service providers, government, tax or law-enforcement agencies, and others. We can also combine this information with information from public sources.

    We use cookies to track usage of our website and more information on cookies can be found in our cookie policy.

    In addition to your basic contact information (name, date of birth, telephone numbers and addresses) we will collect other relevant details including current and past health and medical information, your examination results, payment details and lifestyle information. We may also store associated information received from other healthcare professionals as part of your ongoing care.

    This information will primarily be collected from you as voluntarily provided to us, but we may also collect it from other sources where it is lawful to do so, including but not limited to, the NHS or other health care providers, institutions or individuals you have authorised to provide information on your behalf (eg parents or guardians), third party service providers, government, tax or law enforcement agencies, and other third parties. Such information can also be combined with information from public sources.

    How we use this information

    The information that we collect from 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, promotions or services that we believe would be of interest.

    We use your contact information to respond to queries from you, and where appropriate collect 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.

    Our policy on storage, processing and retention of your information

    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.

    How and when we may share your Personal Information

    Where necessary we may disclose your information to health care professionals including the NHS. We may also pass information to external agencies and organisations, including the police, for the prevention and detection of fraud and criminal activity. Should any claim be made, we may pass your personal information to our insurers and if our business is wholly or partially transferred to a third party, your personal information may be one of the transferred assets.

    We use other organisations to help us process personal information but any third-party company is only permitted to process your data for the specified purposes as instructed by us and cannot use it for any other purpose.

    Your rights with respect to the Personal Information we hold

    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.

    Updating your communication preferences

    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 or by contacting your local branch.

    Log Data

    Like many site operators, we collect information that your browser sends whenever you visit our Site ("Log Data"). This Log Data may include information such as your computer's Internet Protocol ("IP") address, location, browser type, browser version, operating system, the pages of our Site that you visit, the time and date of your visit, the time spent on those pages and other statistics.

    Use of Cookies

    Cookies are files with small amount of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a web site and stored on your computer's hard drive.

    Like many sites, we use "cookies" to collect information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Site. For details of cookies see our cookie policy.


    The security of your Personal Information is important to us and we do strive to use the most effective acceptable means to protect your Personal Information.

    We use a variety of security technology and procedures to help protect your personal information from unauthorised access and use. Examples of these are shown below.

    Encryption, meaning that information is hidden so that it cannot be read without special knowledge (such as a password). This is done with a secret code or what’s called a ‘cypher’. The hidden information is said to then be ‘encrypted’.

    Controlling access to systems and networks as this allows us to stop people who are not allowed to view your personal information from getting access to it.

    Training our staff so we make them aware of how to handle information and how and when to report when something goes wrong.

    Regular testing of our technology and ways of working, including keeping up to date on the latest security updates.

    Links To Other Sites

    Our Site may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.

    We have no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party sites or services.

    Changes To This Privacy Policy

    We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on the Site. You are advised to review this Privacy Policy periodically for any changes.

    Contact Us

    If you have any questions about this Privacy Policy or would like to change your preferences or request a data access form you contact us at: info@2020opticians.com or write to 20 20 Opticians, c/o Duncan and Todd Group, 14 Crown Terrace, Aberdeen AB11 6HE.

    Last updated: Jan 2021