Monnow Eyecare

Privacy Statement

At Monnow Eyecare Ltd we take privacy very seriously and appreciate you have trusted us with your eyecare. You can also trust us with your personal details. Monnow Eyecare Ltd Privacy Policy means that we respect any personal information that you provide us with, or that we ascertain from your eye tests, from any purchase of our products and services or any other interactions with us.

 Monnow Eyecare Ltd are data controllers of your personal data for the purposes of applicable data protection legislation.

In this Privacy Policy, references to you means the person whose personal information we collect, use and process. This includes anyone who contacts us in connection with the products and services we provide or otherwise interacts with us including, for example, via our website at www.monnoweyecare.co.uk (the website) or in store.

1. What personal information is collected?

We may collect and process information about you including:

• your name
• your date of birth
• your contact telephone numbers (including mobile)
• your email and postal address
• your relevant health details including (a) current and past eye, health/conditions, general health condition and spectacles, contact lens; (b) current medication details; and (c) correspondence between optometrist and your GP/ophthalmologist
• your examination and test results
• your payment details
• your employment/lifestyle/driving information
• details of any prescription supplied to you by your healthcare professional or medical practitioner
• information that you provide by filling in forms on our website
• details of your visit to the website and any transactions you carry out on the website
• any other information voluntarily provided to us by you from time to time

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.

1. How is that information used?

Monnow Eyecare Ltd may use your personal information for the purposes of:

• your eyecare treatment
• providing our products and services to you
• letting you know when your next appointment is due and reminding you to book a test if you’ve not had one for a while
• marketing Monnow Eyecare products and services to you
• undertaking customer service surveys to ensure we continually improve our services to you
• helping us review, develop and improve the products and services we offer, for example through research, analysis and planning
• notifying you about changes to our products and services
• responding to queries from you
• processing and retaining personal data relating to your credit/debit card and order details to enable the fulfilment of your order and to deal with any queries or refunds of payment
• carrying out security checks to protect against fraudulent transactions at or following any purchase or order you make to prevent and detect criminal activities. For example, we may undertake verification checks to identify any discrepancies with your payment details
• responding to and addressing any claims made against us
• using cookies and traffic data as set out in section 5 below
• to comply with laws or regulations applicable to the Monnow Eyecare, including prevention and/or detection of non-compliance
• maintaining records for tax, compliance with laws, defence of claims and other corporate purposes
• managing and administrating insurance claims

In order to provide you with the products and services described above, we hold copies of your personal information at:

• Monnow Eyecare Ltd, 11 Cinderhill Street, Monmouth
• In a suitably encrypted electronic format held in a cloud based backup location

If you do not register as a customer instore but contact us through the website (and/or by email at This email address is being protected from spambots. You need JavaScript enabled to view it.) you will be providing us with personal information about yourself, including your email address, name and contact details. This may also include medical information, where volunteered by you.

If you are simply browsing our website we will not collect any information which will identify you by name. However, we will collect information using cookies and/or traffic data which uses IP addresses or other numeric identifiers, which analyse navigation and use of the website.

More information on cookies use is set out in section 5 below.

2. How long is the information kept for? 

Personal information will be retained by us for as long as is reasonably necessary (or as defined under applicable healthcare laws and regulations) to provide products and services, including aftercare services, and to maintain records as required to satisfy tax and other legal or regulatory requirements, as well as to protect and defend against claims.

3. Who is personal information shared with?

When you place an order for products or services the data controller of the personal data will be Monnow Eyecare ltd.

We may from time to time disclose your personal information to third parties, including in the following circumstances:

• We use third parties to help us process personal information but they may not use it for other purposes. We may use the information we receive from third parties to supplement, improve and add to our databases of customer details
• We may disclose personal information to health authorities, including NHS or national equivalent bodies
• We may pass personal information to external agencies and organisations, including the police and other law enforcement agencies, for the prevention and detection of fraud (including fraudulent transactions) and criminal activity. These external agencies may check the information we give them against public and private databases and may keep a record of such checks to use in future security checks
• We may pass personal information to our insurers in the event that a claim is made or could be made against us
• In the event that we sell or buy any business or assets, we may disclose personal information about customers to the prospective seller or buyer of such business or assets
• If we or substantially all of our assets are acquired by a third party, personal information held by us about customers will be one of the transferred assets
• We may pass your personal information to third parties in order to comply with any legal obligation (including court orders), or other agreements we have with you or to protect Monnow Eyecare Ltd rights, property and safety or those of our customers, employees or other third parties
   

4. How is personal information processed?

We take reasonable steps to ensure that your personal information is adequately protected in accordance with the requirements of the UK data protection law.

5. Monnow Eyecare Ltd cookie policy

We use cookies to improve the operation of our website. Further information is available in our Cookie Policy.

6. How to update or amend personal information

You can update or amend your personal information by speaking to one of our receptionists 01600715299 or by notifying This email address is being protected from spambots. You need JavaScript enabled to view it.

7. What rights do you have?

You have certain rights under UK data protection legislation, including the option to:

• access your personal information
• rectify your personal information if it is inaccurate or incomplete
• erase your personal information and prevent further processing in specific circumstances and where there is no other lawful ground for continuing to retain and process that information.
• These include for example:
  • where the personal data is no longer necessary in relation to the purpose for which it was originally collected/processed
  • where you withdraw consent
  • where you object to us processing your personal information
• block or suppress processing of personal information. While we are entitled to store your personal information, we cannot further process it if you request it to be blocked
• move, transfer or port your personal information to another organisation; and
• object to the processing of your personal information:

• if processing is based on legitimate interests or the performance of a task in the public interest/exercise of official authority
• processed for direct marketing
• processed for purposes of scientific/historical research and statistics

To request any of the above rights, please contact our reception staff or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it..

8. What choices do you have?

Monnow Eyecare Ltd may use your personal information to contact you in relation to our products and services.

To ensure that you continue to receive excellent healthcare, we will send you non-marketing material, such as appointment reminders and notices to remind you when your current prescription expires.

You may change your marketing preferences at any time either in reception or by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or phoning reception on 01600 715299.

You can choose to stop receiving marketing emails from us by following the unsubscribe link and instructions on the respective marketing emails we send you.

9. Protecting personal information

We use a variety of security technologies and procedures to help protect your personal information from unauthorised access and use.

We follow the best practices recommended by the Information commissioner’s office and may every attempt to comply with the latest data protection legislation including the GDPR.

10. Updating Our Privacy Policy

We may update this Privacy Policy from time to time. Any updates will take effect as soon as they are posted on our website.

11. Contact us

If you have any questions about our Privacy Policy, or you would like to change any of the preferences you have selected in our practice or online, contact This email address is being protected from spambots. You need JavaScript enabled to view it. 

Last updated February 2018