Who we are
Big Smile is the trading name of LP Smiles Limited, a company registered in England and Wales (company number 17513170). Our registered office is 2nd Floor, Grove House, 55 Lowlands Road, Harrow, Middlesex, HA1 3AW.
LP Smiles Limited is the data controller for the personal information described in this policy. This means we decide how and why it is used and we're responsible for looking after it.
- Email: smile@bigsmile.co.uk (please put "Privacy" in the subject line)
- Phone: 0333 054 1234, Monday to Friday, 8:30am to 5:30pm
- ICO registration number: [add your number once registered]
- Data protection lead: [name or role]
Treatment is planned and prescribed by dentists registered with the General Dental Council. [If your dentists are independent and are separate data controllers for clinical records, explain that here.]
What this policy covers
This policy applies to personal information we collect through our website, our free online assessment, our contact form, by email and phone, and while we provide clear aligner and teeth whitening treatment.
In this policy, "we", "us" and "our" mean LP Smiles Limited, trading as Big Smile. "You" means anyone who uses our website, gets in touch with us or has treatment with us. "Personal information" means any information that identifies you, or could identify you.
Our website and treatment are intended for adults aged 18 or over.
Information we collect
Information you give us
- Identity and contact details: your name, email address, phone number, postal address, postcode and date of birth.
- Health information: your answers about your teeth, gums and dental history, smile photos, dental impressions or scans, treatment plans, progress photos and notes from your dentist.
- Order and payment details: what you've ordered, delivery details and payment records. Card payments are handled by our payment provider, and we don't see or store your full card number.
- Communications: messages, emails, call notes and anything else you send us.
- Preferences: how you'd like us to contact you, and whether you've agreed to receive marketing.
Information collected automatically
When you use our website, we and our providers may collect technical information such as your IP address, browser and device type, and the pages you visit. Some of this is collected using cookies (see section 11).
Information from others
We may receive information from your finance provider about whether your application was approved, from couriers about your deliveries, and from your dentist or dental laboratory about your treatment.
How and why we use it
Data protection law requires a lawful basis for each way we use your information. For health information, which is a "special category" of data, we also need an extra condition.
We need your contact details and health information to assess you and provide treatment. If you don't give them, we won't be able to treat you.
We don't make decisions about you based solely on automated processing. A dentist always decides whether treatment is suitable for you.
Transfers outside the UK
Some of our providers may store or access information outside the UK. [List any, for example: an aligner manufacturer or cloud service based abroad.] When this happens, we make sure your information is protected. Either the country has UK "adequacy" status, or we use approved safeguards, such as the UK International Data Transfer Agreement. Contact us if you'd like more details or a copy of these safeguards.
How long we keep it
We only keep your information for as long as we need it. In summary:
Deleted information may remain in secure backups for a short time before it's overwritten.
Keeping it safe
We take the security of your information seriously, particularly your health details and photos.
- Our website uses encrypted connections (HTTPS).
- Access to records is restricted to people who need it, using personal log-ins.
- We use reputable providers with strong security standards.
- Everyone who handles your information is bound by confidentiality.
- We have procedures for dealing with any suspected data breach, and we'll tell you and the ICO when the law requires it.
Please never send card details by email. If you think your information has been misused, contact us straight away.
Your rights
You have the right to:
- Access your personal information and get a copy of it
- Correct information that's wrong or incomplete
- Delete your information. We may need to keep dental records for the periods above, even if you ask us to delete them.
- Restrict how we use your information in some circumstances
- Move information you've given us to another organisation, where this applies
- Withdraw consent at any time, where we rely on it, without affecting anything we did before
To use any of these rights, email smile@bigsmile.co.uk. There's usually no charge. We'll reply within one month, and may need to confirm your identity first.
Marketing
We'll only send you offers and smile tips by email if you've agreed to it. You can unsubscribe at any time using the link in any email, or by contacting us. Unsubscribing won't affect messages about your treatment or orders.
Questions and complaints
If you have a question or concern about how we use your information, please contact us first at smile@bigsmile.co.uk or on 0333 054 1234. We'll acknowledge your complaint within 30 days and look into it without undue delay.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator:
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
Changes to this policy
We'll update this policy when how we use information changes. The latest version will always be on this page, with the date it was last updated. If we make important changes that affect you, we'll let you know.
Questions about your data?
Email us with "Privacy" in the subject line.