Black and Lizars Group Privacy Policy

We understand that privacy and the security of your personal information is extremely important. Because of that, this policy sets out what we do with your information and what we do to keep it secure. It also explains where and how we collect your personal information, as well as your rights over any personal information we hold about you.

This policy applies to you if you use our products or services in store, over the phone, online, through our mobile applications or otherwise by using any of our websites or interacting with us on social media (our “Services”). This policy gives effect to our commitment to protect your personal information and has been adopted by all of the companies and businesses in our group (including Trotters and Clements Hearing Care Services).

Who are we

When we say 'we' or 'us' in this policy, we're generally referring to the companies within the Black and Lizars Group (although it does depend on the context). These include:

  • Black and Lizars Ltd (registered office: 17 Robert Drive, Glasgow, G51 3HE)
  • Trotters Ltd (44 George Street, Edinburgh, EH2 2LE)
  • Clements Hearing Care Services (registered office: 17 Robert Drive, Glasgow, G51 3HE)

It also includes any other businesses we add to this group in the future. If you'd like more information about which Black and Lizars Group Company you're dealing with, check the terms and conditions of the product or service you're using.

What sorts of information do we hold

  • Information that you provide to us such as your name, address, date of birth, telephone number, email address, bank account and payment card details and any feedback you give to us, including by phone, email, post, or when you communicate with us via social media;
  • Information about the Services that we provide to you (including for example, the things we have provided to you, when and where, what you paid, the way you use our products and Services, and so on);
  • Sensitive medical details such as photographic imagery and details of relevant medical conditions.
  • When reviewing your application for products and Services offered by Black and Lizars Ltd (for example interest free credit) we will take into account other information about you such as your employment details, financial position, information taken from identification documents such as your passport or driving licence etc
  • Any account login details you may have, including your user name and chosen password;
  • Information about any device you have used to access our Services (such as your device's make and model, browser or IP address) and also how you use our Services. For example, we try to identify which of our apps you use and when and how you use them. If you use our websites, we try to identify when and how you use those websites too;
  • Your contact details and details of the emails and other electronic communications you receive from us, including whether that communication has been opened and if you have clicked on any links within that communication. We want to make sure that our communications are useful for you, so if you don't open them or don't click on any links in them, we know we need to improve our Services; and
  • Information from other sources such as specialist companies that provide customer information (like credit reference agencies, fraud prevention agencies, claims databases, marketing and research companies, social media providers and the DVLA as well as information that is publicly available.

How do we use your information

The information we collect may be used to:

  • Make available our Services to you;
  • Process your orders;
  • Send you recalls/reminders for any appointments due;
  • Take payment from you or give you a refund;
  • Where required, refer you on to another healthcare provider, eg. Your GP, or specialist hospital department
  • Personalise your shopping experience, for example by understanding your location or how you use our apps and websites to provide you with personalised offers or services;
  • Help us ensure that our customers are genuine and to prevent fraud;
  • Conduct market research, either ourselves or with reputable agencies;
  • For statistical analysis;
  • Help us understand more about you as a customer, the products and services you consume, the manner in which you consume them and how you shop across the Black and Lizars Group, so we can serve you better;
  • Find ways to improve our Services, stores apps and websites;
  • Contact you about products and services from us;
  • Provide you with online advertising;
  • For Interest free credit purposes, where you have applied for this facility;
  • Provide for the safety and security of our colleagues and customers; and
  • Help answer your questions and solve any issues you have.
  • On extremely rare occasions where your clinician deems the health of yourself or others to be at serious risk the strict rules of patient confidentiality may be over-ridden by contacting certain agencies eg. DVLA, social services team or the safeguarding team.

Our website uses Google Analytics and Google Ads to track user behaviour when spending time on this site and for remarketing purposes to serve ads online to previous visitors.

Third-party vendors, including Google, use cookies to serve ads based on a user’s past visit to the Black & Lizars site. Ads can be served to you as you continue to browse online and visit other sites across the Internet. Ads may be specific to actions that you have taken or the pages that you have visited on the site.

You can opt out of being served ads by re-configuring your Google Ad Settings or by visiting the Network Advertising Initiative opt out page.

Black and Lizars Ltd

Credit Referencing

If you apply for any of our credit-based products (e.g. interest free credit) we will perform searches with credit reference agencies. We may give details of your account and how you conduct it to credit reference agencies. If you borrow and do not repay in full and on time, we may inform credit reference agencies who will record the outstanding debt.

The information below provides further details about how credit reference agencies, us and other lenders use your information.

  • Q: What is a credit reference agency?
  • A: Credit reference agencies (CRAs) collect and maintain information on consumers' and businesses' credit behaviour, on behalf of lenders in the UK.
  • Q: What is a fraud prevention agency?
  • A: Fraud Prevention Agencies (FPAs) collect, maintain and share information on known and suspected fraudulent activity. Some CRAs also act as FPAs.
  • Q: Why do you use them when I have applied to your organisation?
  • A: Although you have applied to us, we will also contact CRAs to get information on your credit behaviour with other organisations. This will help us make the best possible assessment of your overall situation before we make a decision.
  • Q: Where do they get the information?
  • A: Publicly available information:
    • The Electoral Register at Local Authorities;
    • County Court Judgments from Registry Trust;
    • Bankruptcy information from the Insolvency Service;
    • Fraud information from fraud prevention agencies; and
    • Credit information comes from information on applications to banks, building societies, credit card companies etc and also from the conduct of those accounts.
  • Q: How will I know if my information is to be sent to a CRA or FPA?
  • A: When you apply for a product, where relevant, we will notify you if your information may be sent to a CRA or FPA.
  • Q: Why is my personal information used in this way?
  • A: We and other organisations want to make the best possible decisions we can, in order to make sure that you will be able to repay us. Some organisations may also use the information to check your identity. In this way we can ensure that we all make responsible decisions. At the same time we also want to make decisions quickly and easily and, by using up to date information, provided electronically, we are able to make the most reliable and fair decisions possible.
  • Q: Who controls what credit reference agencies are allowed to do with my personal information?
  • A: All organisations that collect and process personal information are regulated by the Data Protection Act 1998, overseen by the Information Commissioner's Office. All credit reference agencies are in regular dialogue with the Commissioner. Use of the Electoral Register is controlled under the Representation of the People Act 2000.
  • Q: Can just anyone look at my personal information held at credit reference agencies?
  • A: No, access to your information is very strictly controlled and only those that are entitled to do so may see it. Usually that will only be with your consent or (very occasionally) if there is a legal requirement.

What do Credit Reference Agencies do?

  1. When credit reference agencies receive a search from us they will:
    1. Place a search "footprint" on your credit file whether or not this application proceeds. If the search was for a credit application the record of that search (but not the name of the organisation that carried it out) may be seen by other organisations when you apply for credit in the future. This may affect your ability to obtain credit elsewhere in the near future; and
    2. Link together the records of you and anyone that you have advised is your financial associate including previous and subsequent names of parties to the account. Links between financial associates will remain on your and their files until such time as you or your partner successfully files for a disassociation with the credit reference agencies.
  2. Supply to us:
    1. Credit information such as previous applications and the conduct of the accounts in your name and of your associate(s) (if there is a link between you);
    2. Public information such as County Court Judgments (CCJs) and bankruptcies;
    3. Electoral Register information; and
    4. Fraud prevention information.
  3. When information is supplied by us, to them, on your account(s):
    1. Credit reference agencies will record the details that are supplied on your personal account including previous and subsequent names of parties to the account and how you manage it/them;
    2. If you borrow and do not repay in full and on time, credit reference agencies will record the outstanding debt; and
    3. Records shared with credit reference agencies remain on file for 6 years after they are closed whether settled by you or defaulted.
  4. How your personal information will NOT be used by credit reference agencies:
    1. It will not be used to create a blacklist; and
    2. It will not be used by the credit reference agency to make a decision.
  5. How your personal information WILL be used by credit reference agencies:
    1. The information which we, other organisations and fraud prevention agencies provide to the credit reference agencies about you and your financial associates may be supplied by credit reference agencies to other organisations and used by them to:
      1. Verify your identity if you or your financial associate applies for other facilities including all types of insurance applications and claims;
      2. Make decisions on credit, credit related services and on motor, household, life and other insurance proposals and insurance claims, about you, your partner, other members of your household or your business;
      3. Trace your whereabouts and recover payment if you do not make payments that you owe;
      4. Conduct checks for the prevention and detection of crime including fraud and/or money laundering;
      5. Manage your personal account;
      6. Undertake statistical analysis and system testing.
    2. Your personal information may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998 and any other relevant or replacement legislation, such as the General Data Protection Regulation.
    3. Your personal information may also be used to offer you other Services, but only if you have given your permission. That will be on the front of any form that you have completed.

If you would like to find out more, you can contact the 3 agencies currently operating in the UK; the information they hold may not be the same so it is worth contacting them all. They will charge you a small statutory fee.

  • CallCredit, Consumer Services Team, PO Box 491, Leeds, LS3 1WZ or call 0870 0601414 or log on to
  • Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS or call 0800 014 2955 or log on to
  • Experian Ltd., Consumer Help Service, PO Box 8000, Nottingham NG80 7WF or call 0344 481 8000 or log on to

If you have been refused credit you can get advice from your local Trading Standards Department, Citizens Advice Bureau or Consumer Advice Centre and the agencies' web sites. The Information

Commissioner also produces a useful leaflet entitled 'Credit Explained'. You can obtain a free copy on the Information Commissioner's website or by telephoning 0870 600 8100.

Fraud Prevention Agencies

We have systems that protect our customers and ourselves against fraud and other crime. Personal information can be used to prevent crime and trace those responsible. If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies.

Who might we share your information with

The Black and Lizars Group

We may share your personal information with other Black and Lizars Group Companies from time to time, so we can provide you with a high quality service across our group. That includes sharing information with the companies that operate Black and Lizars stores and online shopping.

Our service providers

We work with partners, suppliers and agencies so they can process your personal information on our behalf…but only where they meet our standards on the processing of data and security! We only share information that allows them to provide their services to us or to facilitate them providing their services to you. For example, some of our service providers place advertising for us online, about our products and services and those of our retail partners, suppliers and third parties. As a result, where you have indicated you are happy to receive marketing from us, you might see online advertising that we have placed on the web sites you visit, or the interactive services you use.

Other organisations and individuals:

We may transfer your personal information to other organisations in certain scenarios. For example:

  • If we're discussing selling or transferring part or all of a business, we may share information about you to prospective purchasers - but only so they can evaluate that business;
  • If we are reorganised or sold to another organisation, we may transfer information we hold about you to them so they can continue to provide the Services to you;
  • If required to by law, under any code of practice by which we are bound or we are asked to do so by a public or regulatory authority such as the Police or the Department for Work and Pensions;
  • If we need to do so in order to exercise or protect our legal rights, users, systems and Services; or
  • In response to requests from individuals (or their representatives) seeking to protect their legal rights or the rights of others.

Keeping you informed about our products and services

We would like to tell you about the great offers, ideas, products and services of the Black and Lizars Group from time to time that we think you might be interested in. Where you have consented to us doing so, we may do this through the post, by email, text message, online, using social media, push notifications via apps, or by any other electronic means.

We will only send you marketing messages if you have opted in to receive them. If you wish to amend your marketing preferences at any time, you can do so by contacting us at our Central Support Office in writing to 17 Robert Drive, Glasgow, G51 3HE or via email to

Your rights

Access and correction of your personal information

You have the right to access the personal information that we hold about you in many circumstances. This is sometimes called a 'Subject Access Request'. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide it to you or them free of charge.

Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us that we can locate your personal information.

If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it.

If you would like to exercise these rights, please contact us as set out below.

Right to stop or limit our processing of your data

You have the right to object to us processing your personal information if we are not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.

If you would like to exercise this right, please contact us as set out below.

How long will we keep your information for?

In accordance with legislation data contained within patient records are required to be kept as follows;




  • 10 years from the last appointment date for any adult patient.
  • For a patient last seen under the age of 16 records must be held until they reach the age of 26.
  • Full details must be retained so long as the patient is actively engaging our services.




  • 10 years from the last appointment date for any adult patient.
  • Full details must be retained so long as the patient is actively engaging our services.

Sharing your thoughts

When using one of our websites or mobile applications, you may be able to share information through social networks like Facebook and Twitter. For example when you 'like', 'share' or review our Services. When doing this your personal information may be visible to the providers of those social networks, their other users and/or Black and Lizars Group Companies. Please remember it is your responsibility to set appropriate privacy settings on your social network accounts so you are comfortable with how your information is used and shared on them.


We take security measures to protect your information including:

  • limiting access to our buildings to those that we believe are entitled to be there (by use of passes, key card access and other related technologies);
  • implementing access controls to our information technology, such as firewalls, ID verification and logical segmentation and/ or physical separation of our systems and information;
  • never asking you for your passwords;
  • advising you never to enter your password into an email or after following a link from an email.

Contact us

If you would like to exercise one of your rights as set out above, or you have a question or a complaint about this policy, the way your personal information is processed, please contact us by one of the following means:

By email: By post: Data Protection Officer, 17 Robert Drive, Glasgow, G51 3HE.

You also have the right to lodge a complaint with the UK regulator, the Information Commissioner. Go to to find out more.

Policy change

This privacy policy was most recently updated in April 2019.