Privacy Policy

Privacy Policy

Optical Consumer Complaints Service and Nockolds Solicitors Limited ("We") are committed to protecting and respecting your privacy.

This policy (together with our terms of use and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting www.opticalcomplaints.co.uk you are accepting and consenting to the practices described in this policy.

For the purpose of the Data Protection Act 1998 (the Act), the data controller is Nockolds Solicitors Limited of 6 Market Square, Bishop’s Stortford, Hertfordshire CM23 3UZ.

Information we may collect from you
We may collect and process the following data about you:
  • Information that you provide by filling in forms on our site http://www.opticalcomplaints.co.uk/ (our site). This includes information provided at the time of subscribing to our service or requesting further services. We may also ask you for information when you report a problem with our site.
  • Log files - we will gather certain anonymous, non-personal information automatically and store it in web server log files. This information includes internet protocol addresses, browser type, internet service provider (ISP) details, site entry/exit pages, operating system details, date/time stamp, and clickstream data. We use this information to improve our site, analyse trends, administer the site, track users' movements around the site and gather information about our user base as a whole.
  • If you contact us, we may keep a record of that correspondence.
  • Details of your visits to our site and the resources that you access.

IP address
We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

Where we store your personal data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Uses made of this information 
We use information held about you in the following ways:
  • To ensure that content from our site is presented in the most effective manner for you and for your computer.
  • To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
  • To carry out our obligations arising from any contracts entered into between you and us.
  • To allow you to participate in interactive features of our service, when you choose to do so.
  • To notify you about changes to our service.

We may also use your data, to provide you with information about services which may be of interest to you and we or they may contact you about these by email, post or telephone.

Disclosure of your information
Where you have subscribed to our services we may disclose your personal information to third parties only in the following circumstances.
  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Optical Consumer Complaints Service, Nockolds Solicitors Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its clients will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use terms of use.
  • To analytics and search engine providers that assist us in the improvement and optimisation of our site.

Your rights
You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at enquiries@opticalcomplaints.co.uk.

Our site may, from time to time, contain links to and from other websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to information
The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

Contact
If you have any questions, comments and requests regarding this privacy policy please contact the IT department on 01279 755 777 or email enquiries@opticalcomplaints.co.uk.
 
2016-17 has been an incredibly busy year for the OCCS. As practices become more aware of what we do, and consumers learn more about the service, we have seen an increase of 45% in complaint enquiries. There are over 22 million sight tests and eye examinations each year. The overwhelming majority of these are an efficient and positive experience for the consumer and the practice. The OCCS are here to help when a complaint arises and on the rare occasion, that the consumer’s concerns cannot be resolved. Just over half of the enquiries received, concern complaints at an early stage and we encourage the consumer to raise their concerns with the practice. If matters cannot be resolved, we are here and I am incredibly proud of the OCCS team’s commitment and dedication to helping find a resolution for both parties, which they are able to do in 98% of the complaints received.  Our annual report will be published shortly and provide more information on the OCCS activity during 2016-17 and what we can learn from these complaints and enquiries going forward.