Privacy policy

Last updated: 04/11/2026

This policy explains how Accord Eye Care collects and uses personal information when you visit our website, contact us or ask us to call you back about cataract surgery. We take your privacy seriously. Much of what people tell us about their eyesight is health information, and we handle it with particular care.

This policy covers our website and enquiries.

1. Who we are

Accord Eye Care is Accord Eye Care Ltd, a company registered in Scotland, company number SC797293, with its registered office at at 42 Dock Street, Dundee DD1 3DR.

For the purposes of UK data protection law (the UK General Data Protection Regulation and the Data Protection Act 2018), Accord Eye Care Ltd is the controller of the personal information described in this policy. We are registered with the Information Commissioner’s Office (ICO) under registration number ZB839698.

We work in partnership with Tayside Complete Health, which provides our clinic premises and handles appointment bookings and enquiries on our behalf.

2. How to contact us about your information

Email: enquiries@taysidecompletehealth.com
Phone: 01382 549088
Post: John Ellis, Accord Eye Care, 42 Dock Street, Dundee DD1 3DR

3. The information we collect

When you ask us to call you back

Our “Book a consultation” form asks for:

your first and last name, phone number and email address;
how you would prefer us to contact you;
optionally, the lens you are interested in, whether you are thinking about one eye or both, and the estimated price from our price calculator;
anything else you choose to tell us in the message box; and
your agreement for us to contact you about your enquiry.

We also record the date and time you sent the form, the page you sent it from, and the IP address of the device you used. We use these to help prevent spam and to keep a record of your consent.

When you phone or email us

We keep the details you give us, such as your name and contact details, and a note of what we discussed, so we can answer your questions and arrange your clinic visit.

Referrals from optometrists

Optometrists can refer patients to us through Lutra Connect, a secure referral service run by a third party. Referral information is received and stored in that service rather than on this website.

When you browse our website

Like most websites, our web server keeps short-term technical logs, including IP address, browser type and the pages requested, to keep the site secure and working. We use only the cookies that are needed for the site to work, plus any you agree to through our cookie banner. See section 8 and our cookie policy.

We do not currently use analytics or advertising tracking on this website.

4. Health information

Information about your eyesight or health is “special category” data under UK data protection law. We do not ask for health information on our website form. However, you may choose to tell us about your eyes or medical history in the message box, by phone or by email.

If you do, we use it only to respond to your enquiry and to help plan your care. We rely on:

your explicit consent, which you give by choosing to share the information with us (UK GDPR Article 9(2)(a)), while you are an enquirer; and
the provision of health care by health professionals bound by confidentiality (Article 9(2)(h)), once you become a patient.

Please do not send detailed medical information through the website form. We can discuss it with you in person or by phone.

5. How we use your information, and why we are allowed to

To reply to your enquiry, call you back and arrange your clinic visit. Lawful basis: taking steps at your request before entering into a contract with you (Article 6(1)(b)).
To keep a record of your enquiry and consent, and to deal with any questions or complaints later. Lawful basis: our legitimate interests in running our service properly and showing that we have acted correctly (Article 6(1)(f)).
To keep our website secure and prevent spam or misuse. Lawful basis: our legitimate interests (Article 6(1)(f)).
To meet our legal and regulatory obligations, for example to health care regulators or for accounting. Lawful basis: legal obligation (Article 6(1)(c)).

We will not use your information for marketing, and we will not add you to a mailing list. We never sell your information.

6. Who we share your information with

We share your information only where we need to, and only with:

Tayside Complete Health, our clinic partner, whose team receives website enquiries and arranges appointments
our website and email service providers, 20i who host the website and deliver form notification emails on our behalf. Ocho Consulting Ltd who designed and maintain the site also have access to the website where form sumbissions are held.
Vimeo, which hosts the videos on our website. A video only loads, and Vimeo only receives your IP address and browser details, if you press play. We ask Vimeo not to track you;
Cloudflare, if we add its Turnstile spam check to our form. It checks that the form is being filled in by a person, not a bot.
your optometrist or GP, where this is part of your care and you have agreed; and
professional advisers, regulators, the police or courts, where the law requires it or to protect someone’s vital interests.

Our service providers may only use your information to provide their service to us, under written contracts that require them to keep it secure.

The “Get directions” links on our website open Google Maps. Nothing is sent to Google until you click, and from then on Google’s own privacy policy applies. The same applies to our Facebook and Instagram pages.

7. Information sent outside the UK

Some of our service providers, such as Vimeo, may process information in the United States or elsewhere outside the UK. Where they do, we make sure the transfer is protected, for example by the UK–US “data bridge” or by contracts approved by the UK Government (the International Data Transfer Agreement or Addendum).

8. Cookies

Cookies are small files stored on your device. We use a cookie banner so you can choose which non-essential cookies to allow, and you can change your choice at any time. Our cookie policy lists the cookies we use and why.

If you switch on our “High contrast” view, your browser remembers the choice on your own device. It is not sent to us.

9. How long we keep your information

Website enquiries: enquiries sent through our form are deleted automatically from the website after 12 months. Copies in our email inbox are deleted within the same period if you do not become a patient.
If you become a patient: your records are kept for as long as health care record-keeping rules require.

10. Keeping your information safe

Our website uses encrypted connections (HTTPS). Only authorised staff can see form enquiries, using personal logins. Our staff are trained in confidentiality and data protection.

11. Your rights

Under UK data protection law you have the right to:

access the personal information we hold about you and get a copy;
ask us to correct information that is wrong or incomplete;
ask us to delete your information, where we no longer need it or no longer have a lawful reason to keep it;
ask us to limit how we use your information;
object to us using your information on the basis of our legitimate interests;
ask us to transfer information you gave us to another organisation, where this applies; and
withdraw your consent at any time, where we rely on consent. This does not affect anything we did before you withdrew it.

To use any of these rights, contact us using the details in section 2. There is normally no charge. We will reply within one month, and may need to confirm your identity first.

12. Complaints

If you are unhappy with how we have handled your information, please tell us first and we will try to put it right. You also have the right to complain to the Information Commissioner’s Office, the UK’s data protection regulator: ico.org.uk/make-a-complaint, or call 0303 123 1113.

13. Changes to this policy

We may update this policy from time to time, for example if we change how our website works or which services we use. The date at the top shows when it was last changed.