We are FrownDocs Group ("FrownDocs Group", "we", "us", or "our"), the trading name for two separate legal entities:
- FrownDocs Limited
a Private Limited Company registered in Scotland (company number SC617427) with registered office at 24 Allan Park, Stirling, FK8 2QG, United Kingdom; and
- FrownDocs Lenzie Limited
a Private Limited Company registered in Scotland (company number SC731100) with registered office at 29 Kirkintilloch Road, Kirkintilloch, Glasgow, G66 4RJ, United Kingdom.
FrownDocs Limited and FrownDocs Lenzie Limited are joint Data Controllers of your personal data, and FrownDocs Limited is the primary contact point for data protection matters.
We care about your privacy and are committed to processing your personal information fairly and transparently, and in accordance with all applicable data protection law, including the UK GDPR and the Data Protection Act 2018.
How to contact us
If you have any questions about this Privacy Notice, please get in touch at:
When we collect personal data
- when you request information about our products and/or services
- when you book an appointment for our services
- when you make an online payment for our services
- when you sign up for email newsletters
- when you visit our website, where you've accepted cookies
Types of personal data we collect
- first/last name
- date of birth
- sex
- personal contact details (including email address, telephone number, address)
- emergency contact details (including telephone number and their relationship to you)
- information about your device and how you use our website (such as your IP address, the pages you visit and your browser type), collected through cookies where you've consented
- health and treatment-related information relevant to your booking (e.g. medical history, allergies, or conditions relevant to your treatment), which we hold in our practice management platform, Cliniko
Health and treatment-related information is "special category data" under UK GDPR, meaning we need a specific legal condition to process it in addition to a lawful basis - see below.
How we use personal data
We may use your personal data for the following purposes:
- Purpose: to respond to a query or request for products and/or services.
- Lawful basis for processing: Legitimate interests, balanced against your interests, rights and freedoms.
- Purpose: to process and provide services, including managing payments, fees and charges.
- Lawful basis for processing: Contract.
- Purpose: to maintain customer records.
- Lawful basis for processing: Legitimate interests, balanced against your interests, rights and freedoms.
- Purpose: to contact you with appointment reminders and booking confirmations.
- Lawful basis for processing: Contract.
- Purpose: to contact you with marketing communications we believe are relevant to you.
- Lawful basis for processing: Consent.
- Purpose: to assess your suitability for treatment and deliver it safely, including recording relevant medical history, allergies or conditions.
- Lawful basis for processing: Contract, with explicit consent as our Article 9 condition for the health data involved.
- Purpose: to understand how our website is used, to measure how well our advertising works, and to show you FrownDocs adverts on other websites and apps after you've visited our site - known as 'remarketing' (using Google Analytics and Google Ads). Remarketing is based on your visits to our website, not on any medical or treatment information you've given us.
- Lawful basis for processing: Consent, given through our cookie banner.
Where we rely on consent, you can withdraw it at any time — for marketing emails, using the unsubscribe link in any message; for cookies, using the cookie icon in the bottom-left corner of our website; or by contacting us using the details above. Withdrawing consent won't affect the lawfulness of anything we did with your data before you withdrew it.
How long we keep personal data
We keep booking and payment records for 5 years to meet our accounting and tax obligations, and marketing contact details until you unsubscribe or ask us to delete them. Website analytics data is kept for no longer than 14 months.
When we disclose personal data
We don't sell your personal data. We share it only with:
- service providers who process it on our behalf so we can run our business - including Cliniko, our practice management and booking platform, which holds your booking and treatment/health records. We only share the personal data each provider needs to perform its role, and you can find further detail in Cliniko's Privacy Policy; and
- Google, which provides our website analytics (Google Analytics) and advertising, including remarketing (Google Ads), where you've consented to the relevant cookies. You can also manage how Google personalises the ads you see through Google's My Ad Center; and
- other parties, where we're required to do so by law.
Cookies
This website uses cookies and similar technologies. For details of what we use them for and how you can manage your preferences, please see our Cookie Policy.
Your personal data rights
Individuals have the following rights in relation to their personal data:
- Informed — the right to know what personal data is being processed, and for what purpose.
- Access — the right to access the personal data we may hold about you.
- Rectification — the right to have inaccurate personal data rectified or completed.
- Erasure — the right to request us to delete any of your personal data.
- Restrict processing — the right to request the restriction or suppression of personal data.
- Data portability — the right to obtain and reuse personal data for your own purposes across different services.
- Object — the right to object to the processing of personal data in certain circumstances.
- Rights related to automated decision-making, including profiling.
If you would like to exercise any of these rights, or are in any way concerned about the way we have collected and used your personal data, please contact us and we'll do our best to help.
If you are unhappy with the way we have handled your personal data, you have the right to contact the Information Commissioner's Office.
How we keep personal data secure
We treat the protection of your personal data very seriously and we take all appropriate steps to ensure it's stored in a secure environment to prevent any unauthorised access.
We may use external data service providers to process personal data on our behalf. Any data transfers between us and external service providers are securely encrypted, and where service providers are located outside the UK or the EEA, we have additional contractual arrangements in place, such as the UK International Data Transfer Agreement or an equivalent approved transfer mechanism.
