Version 1.0 · Published 31 October 2026

Privacy complaints and requests

Tell us if you are concerned about how Lens Portal handles personal information, or if you need help exercising your rights.

1. How to contact us

Email us, contact an Eyewear team member through an existing communication channel, or write to:

Luis Fonseca is the privacy lead. You do not need a portal account, a special form or legal terminology to make a complaint or request. We accept concerns received through other channels and will direct them to the appropriate person.

2. What information helps

Explain what happened, approximately when it happened, the account or order reference if relevant, and what you would like us to do. Tell us how to contact you. Share only the information needed to understand the concern. We can arrange a suitable way to provide sensitive supporting material.

If you act for someone else, we may need proportionate evidence of your authority. We may also need to verify identity before disclosing information. We will explain any necessary check and will not routinely require a passport or other formal identity document for every enquiry.

3. What happens to a complaint

1. We record the concern and acknowledge receipt within 30 days.
2. We take appropriate steps to investigate without undue delay. We may ask a focused question or seek relevant records and will keep you informed of progress.
3. We communicate the outcome without undue delay, explaining our findings and any action we have taken or will take.
4. If you remain dissatisfied, tell us what you believe has not been addressed. We will consider that information and explain any further review or the appropriate route to the ICO.

These are the complaint handling steps. A separate legal deadline may apply to a rights request, so making a complaint does not remove or reset an existing rights request deadline.

4. Rights requests

You can ask about access, correction, erasure, restriction, objection or portability as applicable. We normally respond without undue delay and within one month. If law permits more time for a complex request, or a necessary identity or clarification step affects the deadline, we will explain the reason and timing. Most requests are free.

Where an optician controls the patient information and Eyewear processes it on its instructions, we will help identify the responsible optician and pass on the request promptly. We also assist that optician in meeting its duties. We deal directly with any part concerning information for which Eyewear is the controller.

5. Urgent data concerns

If information appears to have reached the wrong person or you suspect unauthorised account access, contact the laboratory promptly through your usual contact route and email lab@itseyewear.com. Tell us what you observed, without forwarding unnecessary patient records. We will assess the concern and any incident response obligations.

6. Contacting the ICO

You have the right to complain to the Information Commissioner's Office. The ICO generally asks you to give the organisation an opportunity to address your concern first. This does not remove your statutory rights.

Make a complaint to the ICO
Telephone: 0303 123 1113
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

7. Information about your complaint

We use information about a complaint or request to investigate it, respond, meet legal duties and maintain an appropriate record. We limit the information shared to what is relevant to those purposes. The privacy notice explains our broader handling of personal information.