Queensway Dental Website Privacy Policy

1. Introduction

We take your privacy very seriously. Please read this privacy policy carefully as it contains important information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to your personal information and how to contact us or the UK Information Commissioner's Office (ICO) in the event you have a complaint.

We collect, use and are responsible for certain personal information about you. When we do so, we are subject to the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We are responsible as the ‘controller’ of that personal information for the purposes of those laws.

2. About us

When we say "we" or "us" in this privacy policy, we mean Queensway Dental. You can contact us at:

3. Personal information we collect about you

We may collect and use the following personal information about you:

• your full name
• your email and phone number
• your postcode
• information about your appointment with us, including what orthodontic services you have requested
• limited information about your health (such as previous orthodontic work) in connection with your appointment
• information about how you use our website
• information about the device and programmes you are using to use our website such as your browser and operating system

This personal information is required to provide services to you. If you do not provide personal information we ask for, it may delay or prevent us from providing services to you.

4. How your personal information is collected

We collect personal information directly from you, for example when you complete forms on our website or contact us to enquire about or arrange an appointment.

We may also collect personal information automatically through your use of our website, including via cookies (more information is set out in section 10 below), and from our internal IT systems used to manage appointments and communications. Where applicable, personal information may also be collected via CCTV for the purposes of safety and security.

5. How and why we use your personal information

Under UK data protection law, we can only use your personal information where we have a lawful basis for doing so. This includes:

• to perform our contract with you, or to take steps at your request before entering into a contract (for example, arranging your appointment);
• to comply with our legal and regulatory obligations;
• where it is necessary for our legitimate interests or those of a third party, provided those interests are not overridden by your rights and interests; or
• where you have given your consent.

If you contact us to book an appointment or enquire about our services, we will collect and use personal information as necessary to process your request and provide the services you have asked for.

Technical information collected through your use of our website (including through cookies, where consent is required) may include personal data. This information is used for our legitimate interests in ensuring our website functions properly, improving its performance, and understanding how visitors use our website.

6. Marketing Communications

We may use your personal information to send you updates by email, text message, telephone or post about our services, events, news and promotions, in accordance with applicable data protection and marketing laws.

Where permitted, we may send marketing communications to you as an existing patient about similar services we think may be of interest to you. You will always be given the opportunity to opt out or unsubscribe from these communications.

We will always treat your personal information with care and will not share it with third parties for their own marketing purposes.

You have the right to opt out of receiving marketing communications at any time by using the “unsubscribe” link in our emails or by contacting us using the details set out in this policy.

From time to time, we may ask you to review or update your marketing preferences, for example if there are changes to the law, regulation, or the way we operate our business.

7. Who we share your personal information with

We may share personal information with trusted third parties where this is necessary to operate our website, deliver our services, and meet our legal and regulatory obligations. This may include:

• third-party service providers who support our business operations, such as IT, website hosting, digital services, and email communications;
• our professional advisers, including lawyers, accountants, and auditors;
• analytics and website performance providers, such as Google Analytics, which help us understand how visitors use our website and improve its functionality; and
• email delivery providers, such as SendGrid, which we use to send website notifications and confirmation emails.

We only allow our service providers to process personal information on our behalf where we are satisfied they have appropriate security measures in place. We require all such providers to use personal information only in accordance with our instructions and applicable data protection law.

We may also disclose personal information to law enforcement agencies, regulatory authorities, or other public bodies where required to do so by law.

In the event of a business sale, reorganisation, or restructuring, we may need to share personal information with relevant third parties. Where possible, information will be anonymised, and where this is not possible, it will be shared subject to appropriate confidentiality obligations.

8. How long your personal information will be kept

We will retain your personal information only for as long as is necessary for the purposes for which it was collected. This may include:

• responding to enquiries, complaints, or claims made by you or on your behalf;
• providing our services to you and maintaining appropriate records;
• demonstrating that we have treated you fairly; and
• complying with our legal and regulatory obligations.

We will not keep personal information for longer than necessary. When it is no longer required, your personal information will be securely deleted or anonymised.

Different retention periods apply to different types of personal information. Further details about our retention practices are available on request.

9. International transfers of personal information

We do not routinely transfer NHS patient personal information outside the United Kingdom.

In some limited circumstances, personal information relating to website use or digital communications (such as analytics or email delivery services) may be processed by trusted third-party service providers located outside the UK.

Where any personal information is transferred outside the UK, we ensure that appropriate safeguards are in place in accordance with UK data protection law. This includes the use of UK-approved international data transfer agreements or other lawful transfer mechanisms designed to protect personal information.

We take all reasonable steps to ensure that any personal information transferred internationally is kept secure and protected to a standard equivalent to that required under UK GDPR.

Further information about international data transfers is available on request.

10. Cookies

A cookie is a small text file which is placed onto your computer (or other electronic device) when you access our website. We use cookies on our website to:

• recognise you whenever you visit our website (this speeds up your access to the website as you do not have to log in each time);
• obtain information about your preferences, online movements and use of the internet;
• carry out research and statistical analysis to help improve our content; and
• make your online experience more efficient and enjoyable.

In most cases we will need your consent in order to use cookies on this website. The exception is where the cookie is essential in order for us to provide you with a service you have requested.

We use a cookie consent tool on our website to manage the use of non-essential cookies. Non-essential cookies will only be placed on your device where you have provided your consent. You can manage or update your cookie preferences at any time via the cookie settings available on our website.

The table below provides some information on the cookies which we use on our website:

If you do not want to accept cookies, you can change your browser settings so that cookies are not accepted. If you do this, please be aware that you may lose some of the functionality of our website. For further information about cookies and how to disable them please go to the ICO’s webpage on cookies: https://ico.org.uk/for-the-public/online/cookies/.

11. Your Privacy Rights

Under UK data protection law, you have a number of rights in relation to your personal information. If you would like to exercise any of these rights, please contact us using the details set out in this policy.

• Access: you may request access to a copy of your personal information.
• Withdraw Consent: where our processing of your personal information is based on your consent, you can withdraw your consent at any time.
• Rectification: you may ask us to rectify any inaccurate information we hold about you.
• Erasure: you may ask us to delete the personal information we hold about you, where there is no reason for us to continue to hold your information.
• Portability: you may ask us to provide you with the personal information that we hold about you in a structured, commonly used, machine readable format, or you can ask us to send your information in this format to another controller.
• Object: you may object to our processing of your personal information.
• Restriction: you can ask us to restrict the personal information we use about you where you have asked for it to be erased or where you have objected to our use of it.

If you are not happy with the way in which we process your personal information, or the way in which we handle any request by you to exercise your privacy rights, you may make a complaint to the ICO by visiting their website at https://ico.org.uk/concerns/ or on 0303 123 1113.

12. Keeping your personal information secure

We have appropriate technical and organisational measures in place to protect personal information against accidental loss, unauthorised access, use, alteration, or disclosure. Access to personal information is restricted to those who have a genuine business need to access it, and all individuals who process personal information do so in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to identify and respond to suspected personal data breaches. Where we are legally required to do so, we will notify affected individuals and the relevant supervisory authority.

13. Changes to this privacy policy

This privacy policy was last updated on 19th January 2026.

We may update this privacy policy from time to time to reflect changes in the law, regulatory guidance, or the way we operate. When we do, we will update this page to show the most recent version.