Privacy Policy

Last updated: October 2026

Arthur Hayes Eyecare takes your privacy seriously. This policy explains what personal information we hold about you, why we hold it, who we share it with, how long we keep it and what your rights are. It covers our patients, people who contact us and visitors to this website.

Who we are

Arthur Hayes Eyecare is the trading name of Arthur Hayes Crowborough Ltd, registered in England and Wales, company number 13096647. Our registered office is c/o Adams Beeny, 4 Sudley Road, Bognor Regis, West Sussex PO21 1EU. Our practice is at Campbell House, Croft Road, Crowborough TN6 1DR.

We are the data controller for the information described in this policy.

If you have any questions about this policy or your information, please contact us:

What information we collect

If you are a patient, we collect:

  • your name, date of birth, address, phone number and email address

  • your GP's details

  • information about your eye health, vision, general health and medication, family history of eye conditions, and the results of your tests and scans, including OCT retinal images

  • your spectacle and contact lens prescriptions and the products you buy

  • for hearing and ear care appointments, information about your hearing and ear health

  • NHS eligibility information, where you are entitled to an NHS sight test or optical voucher

  • payment records (we do not store full card numbers)

If you contact us or use this website, we collect the information you choose to give us, such as your name, contact details and the reason for your enquiry. We also collect limited technical information about how you use the website (see Cookies below).

If you sign up to our emails, we collect your name and email address.

For children, we collect the same patient information, provided by a parent or guardian.

Why we use your information and our legal basis

Data protection law requires us to have a legal basis for each way we use your information.

What we do Legal basis Providing eye examinations, hearing and ear care, spectacles, contact lenses and other care Necessary to provide the care you have asked for (contract), and for the provision of health care Keeping clinical records and meeting our professional and NHS obligations Legal obligation, and the provision of health care Referring you to your GP, a hospital or another specialist when needed Provision of health care Sending you reminders when your next eye test or contact lens check is due Legitimate interests: making sure patients receive regular care. You can opt out at any time. Arranging delivery of contact lenses and solutions to your home, if you choose this. Contract. Replying to enquiries made by phone, email or through this website. Legitimate interests: responding to people who contact us. Sending newsletters and offers by email. Your consent. You can withdraw it at any time. Understanding how people use this website so we can improve it. Your consent, given through our cookie banner. Keeping financial records: Legal obligation

Health information is a special category of personal data. We process it because it is necessary for the provision of health care by, or under the responsibility of, registered health professionals (UK GDPR Article 9(2)(h) and the Data Protection Act 2018, Schedule 1).

Who we share your information with

We only share your information when we need to, and only what is necessary:

  • NHS bodies, to claim for NHS sight tests and vouchers and as required for NHS audits

  • Your GP, hospital eye services or other health professionals, when you need a referral or when we need to tell them about something we have found

  • Laboratories and suppliers that make your spectacles or supply your contact lenses, including suppliers who deliver lenses to your home if you choose home delivery

  • IT and service providers that host our practice management system, website and email (including Squarespace for this website and our email newsletter, and Google for website analytics), under contracts that require them to protect your information

  • Professional advisers, such as our accountants, lawyers and insurers

  • Regulators, courts or the police, where the law requires us to

  • A buyer of the practice, if the business is ever sold, so that your care can continue

We never sell your information, and we do not share it with other businesses for their own marketing.

Information sent outside the UK

Some of our service providers, such as Squarespace and Google, may store data outside the UK, including in the United States. When this happens, we make sure it is protected by the safeguards UK law requires, such as the UK Extension to the EU–US Data Privacy Framework or the UK International Data Transfer Agreement.

How long we keep your information

  • Clinical records are kept for the periods set by NHS and professional guidance for optical practices. For adults this is at least [10] years after your last visit. For children, we keep them until at least their [25th] birthday, or [10] years after their last visit if that is later.

  • We keep financial records for 6 years, as required by tax law.

  • Website enquiries that do not lead to an appointment are deleted within [12] months.

  • Email newsletter details are kept until you unsubscribe.

Keeping your information safe

We keep your information secure using appropriate technical and organisational measures. These include access controls on our practice systems, staff confidentiality obligations and secure storage of paper records. Our clinical staff are registered with the General Optical Council and bound by its confidentiality standards.

Your rights

You have the right to:

  • access the personal information we hold about you

  • correct information that is wrong or incomplete

  • ask us to delete your information. We may not be able to delete clinical records we are required by law to keep

  • ask us to restrict how we use your information

  • object to us using your information for our legitimate interests, including appointment reminders

  • withdraw consent for marketing emails or website analytics at any time

  • ask us to transfer information you have given us to another organisation, where this applies

To make a request, contact us using the details above. There is no charge. We will reply within one month. We may ask for proof of identity before releasing information. A parent or guardian can make a request on behalf of a young child.

Marketing emails

We only send newsletters and offers if you have agreed to receive them. Every email includes an unsubscribe link, or you can contact us to stop them. Appointment reminders are part of your care, not marketing. You can still ask us to stop sending them.

Cookies

This website uses cookies, which are small files stored on your device. Some are essential for the site to work. Others, such as Google Analytics, help us understand how visitors use the site. We only use analytics cookies if you accept them through the cookie banner. You can change your choice at any time through the cookie settings link on this site, or by clearing cookies in your browser.

Links to other websites

This website links to other sites, such as our social media pages and frame brands. We are not responsible for how those sites handle your information, so please read their own privacy policies.

Complaints

If you are unhappy with how we have handled your information, please contact us first so we can try to put it right.

You also have the right to complain to the Information Commissioner's Office:

  • Website: ico.org.uk/make-a-complaint

  • Phone: 0303 123 1113

  • Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.