Last updated: Febuary 2026

 

M S Kalsi Opticians is committed to protecting your privacy and ensuring that your personal data is handled safely and responsibly. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

 

 

Who We Are

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M S Kalsi Opticians

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We are a UK-based optical practice providing eye examinations, optical appliances, and specialist eye care services.

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If you have any questions about this policy or how we handle your data, please contact us using the details in the Contact & Complaints section below.

 

 

What Personal Data We Collect

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We may collect and process the following information:

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• Name, date of birth, address, email address, and telephone number

• Medical and clinical information relevant to your eye health

• Prescription details

• Appointment history

• Payment and billing information

• Correspondence with us (email, phone, online forms)

 

 

How We Use Your Information

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We use your personal data to:

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• Provide eye care services and optical products

• Maintain accurate patient records

• Arrange and manage appointments

• Communicate with you about your care

• Meet legal, regulatory, and professional obligations

• Improve our services

 

 

We only use your data where we have a lawful basis, including:

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• Performance of a contract (providing eye care services)

• Legal and regulatory obligations

• Vital interests (healthcare provision)

• Legitimate interests

• Explicit consent (where required)

 

 

Special Category Data

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Health information is classed as special category data under UK GDPR. We process this information only when necessary for healthcare purposes and in line with professional and legal requirements.

 

 

How We Store and Protect Your Data

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Your data is stored securely in electronic and/or paper-based systems. We use appropriate technical and organisational measures to protect your information against unauthorized access, loss, or misuse.

Access to patient data is restricted to authorized staff only.

 

 

Data Sharing

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We may share your data where necessary with:

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• NHS services

• Optical laboratories

• Professional bodies and regulators

• IT and practice management system providers

 

All third parties are required to keep your data secure and use it only for the agreed purpose.

 

We do not sell your personal data.

 

 

How Long We Keep Your Data

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We retain patient records in line with NHS, GOC, and legal retention requirements. Once data is no longer required, it is securely deleted or destroyed.

 

 

Your Rights Under UK GDPR

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You have the right to:

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• Access your personal data

• Request correction of inaccurate data

• Request erasure of your data (where applicable)

• Restrict or object to processing

• Request data portability

• Withdraw consent (where consent is the lawful basis)

 

Requests can be made using the contact details below.

 

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Returns, Repairs & Warranty (Service Terms)

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The following terms relate to the supply of optical products and services and sit alongside this Privacy Policy.

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Returns & Exchanges

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• Spectacles and prescription lenses are classed as medical devices.

• All lenses are manufactured to the customer’s individual prescription and cannot be refunded.

• We offer exchanges only, subject to our exchange policy.

• Varifocal lenses are covered by a 60-day exchange period, starting from the date of collection.

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Repairs & Cleaning – Customer Risk

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• All repairs & cleaning services are carried out entirely at the customer’s risk.

• Repairs and cleaning may be carried out in-house or by external laboratories.

• Where items are sent away for repairs or cleaning, we cannot accept responsibility for loss or damage during transit.

• We use reputable courier services; however, transit remains at the customer’s risk.

• We are not responsible for damage caused by third-party repair providers.

• If a repair or cleaning is unsuccessful, no repair charge will be applied, although an administration fee may still be payable.

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Spectacle Re-glazing – Customer Risk

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• Re-glazing services are carried out entirely at the customer’s risk.

• Frames (new or old) may be weakened through prior use or age, and breakage can occur during the re-glazing process.

• We cannot accept responsibility for loss or damage in transit or during the re-glazing process.

• If a frame is lost or damaged, a replacement may not be available, and we may be unable to source an alternative.

• If re-glazing is unsuccessful, no service charge will be applied, although an administration fee may still apply.

 

Warranty Claims

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• Warranty claims are subject to administration charges, which may include postage, packaging, and handling costs.

• Warranty coverage does not extend to accidental damage, misuse, or general wear and tear.

• All warranty claims are assessed in accordance with manufacturer terms and conditions.

 

Complaints & Concerns

 

If you have a concern or complaint about how we handle your personal data or any aspect of our service, please contact us first so we can resolve the issue promptly.

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We aim to acknowledge and respond to all complaints within 24–48 hours.

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If your complaint relates to clinical care, optical services, or products rather than data protection, please refer to our Complaints Policy, which is available on our website or in practice.

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Contact for Complaints and Data Protection Requests:

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Practice Manager - Parvir Kalsi

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📧 Email: mskalsiopticians@gmail.com

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📞 Telephone: 02083999887

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📍 Address: M S Kalsi Opticians, 24 Claremont Road, Surbiton, KT6 4QU

 

If you are not satisfied with our response, you have the right to raise a complaint with the UK supervisory authority:

Information Commissioner’s Office (ICO)

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Website: https://ico.org.uk/concerns/

 

 

Changes to This Privacy Policy

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We may update this Privacy Policy from time to time to reflect changes in law or our practices. The most recent version will always be available on our website.

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