Privacy

Last updated: 29 September 2026

Envisage Dental (“we”, “us”, “our”) is committed to protecting your personal data and being transparent about how we collect, use and store it. This Privacy Policy explains how your personal information is handled when you visit our websites, contact us or receive care at one of our dental clinics.

1. Who We Are

Envisage Dental is a group of dental clinics operating across the UK. Each clinic operates under its own brand name but forms part of the Envisage Dental group.

Data Controllers

Individual dental clinics are the Data Controller for patient care and clinical records.

Envisage Dental UK Ltd acts as:

Data Controller for group level marketing, websites and digital platforms
Joint Controller with individual clinics where personal data is shared for operational or marketing purposes

This structure helps ensure that personal data is managed safely, lawfully and transparently.

Group entity:
Envisage Dental UK Ltd
The Hub
Devonshire House
Aviary Court
Basingstoke
RG24 8PE

Data protection contact:
dataprotection@envisage-dental.co.uk

2. What Personal Data We Collect

2.1 Information you provide

We may collect:

Your name and contact details
Appointment requests and enquiries
Medical and dental information required for your care
Marketing and communication preferences
Payment and billing information, where applicable
Feedback, complaints or information you provide when contacting us

2.2 Website and digital interactions

When you use one of our websites or online services, we may collect:

Your IP address and device information
Browser and operating system information
Pages visited and interactions with our website
Cookie and analytics information
Online booking activity
Contact form submissions
Marketing source and campaign information

Nonessential cookies and tracking technologies will only be used in accordance with the choices you make through our cookie banner.

2.3 Messaging and automated communication tools

If you contact us through live chat, a chatbot, WhatsApp or another messaging platform, we may collect:

The content of your messages
Your contact details
The date and time of your interactions
Technical information required to operate the service
Information about your enquiry or appointment

These tools are used to support enquiries and improve our services. They are not intended to provide a clinical diagnosis or emergency medical advice.

2.4 Telephone calls and call recordings

Some incoming and outgoing telephone calls may be recorded. Where a call is recorded, we may collect:

An audio recording of the conversation
The caller’s telephone number
The date, time and duration of the call
The names of the people participating in the call
Information discussed during the conversation
Information about appointments, treatment or health where this is shared during the call

Callers will be informed when a call is being recorded and the reason for the recording.

2.5 Artificial intelligence and AI assisted tools

We may use approved artificial intelligence and AI assisted technologies to support certain administrative, communication and operational activities.

Depending on the service being used, these tools may process:

Contact details
Appointment and enquiry information
Call recordings or transcripts
Messages and other communications
Website interaction information
Information required to support the administration of dental care

We only use personal data with AI assisted tools where it is necessary and appropriate for the relevant purpose.

3. How We Use Your Personal Data

3.1 Providing dental care

We may use your information to:

Book and manage appointments
Provide dental treatment and care
Maintain accurate clinical records
Communicate with you about your appointments and treatment
Send service messages and appointment reminders
Process payments
Comply with professional, regulatory and legal obligations

3.2 Customer service and enquiries

We may use your information to:

Respond to questions and requests
Manage enquiries
Provide information about our services
Manage feedback, concerns or complaints
Maintain an accurate record of communications

3.3 Marketing and promotional communications

Where required, and where you have provided consent, we may send you:

Clinic news and updates
Information about services
Offers and promotions
Invitations to events

Marketing communications may be sent by email, SMS, telephone or WhatsApp.

You can withdraw your consent or unsubscribe from marketing communications at any time. Service communications relating to your appointments, treatment or ongoing care are not marketing messages.

3.4 Website improvement and analytics

We may use information collected through our websites to:

Understand how visitors use our websites
Improve website content and functionality
Improve the patient journey
Measure the effectiveness of marketing activity
Monitor website security and performance
Identify and resolve technical problems

3.5 Call recording

We may record telephone calls for purposes including:

Staff training and quality monitoring
Maintaining accurate records of enquiries and instructions
Improving patient service
Investigating complaints, concerns or disputes
Protecting patients, staff and the organisation
Preventing or investigating fraud or misuse
Meeting legal, professional or regulatory requirements

Call recordings will not be used for unrelated purposes.

3.6 Use of artificial intelligence

We may use AI assisted tools to:

Transcribe or summarise telephone calls and communications
Help route and manage enquiries
Support appointment administration
Assist staff with preparing routine communications or information
Analyse service performance and identify areas for improvement
Support website chat or enquiry services
Improve the efficiency and consistency of administrative processes

AI assisted tools are used to support our staff and do not replace professional clinical judgement.

We do not use AI to make solely automated decisions about diagnosis, treatment or patient care that have a legal or similarly significant effect without appropriate human involvement.

Information generated or suggested by an AI assisted tool will be reviewed by an authorised member of staff where appropriate before it is relied upon or added to a patient record.

4. Lawful Bases for Processing

We process personal data under the UK GDPR using one or more of the following lawful bases:

Contract: Where processing is necessary to provide dental care or another service you have requested
Legal obligation: Where we need to maintain clinical records or comply with legal, professional or regulatory duties
Consent: For certain marketing communications, nonessential cookies and optional communication services
Legitimate interests: For service administration, website security, service improvement, call recording, quality monitoring, staff training and maintaining accurate records, provided these interests do not override your rights and freedoms
Vital interests: Where processing is necessary to protect someone’s life in an emergency
Legal claims: Where information is required to establish, exercise or defend a legal claim

Medical and dental information is classed as special category data. Where we process this information, we also rely on an appropriate condition under Article 9 of the UK GDPR, including where processing is necessary for the provision or management of health or social care.

The lawful basis used for information processed through an AI assisted tool will depend on the underlying reason for which the information is being used. We do not treat the use of AI as a separate lawful basis.

We may share personal data with:

Clinicians and staff involved in your care
Dental laboratories and specialist providers
IT, booking, CRM and clinic management software providers
Payment processors
Marketing and analytics providers, where the appropriate permissions apply
Messaging and communication providers, including WhatsApp Business
Telephone and call recording providers
Approved transcription, automation and AI technology providers
Professional advisers, insurers or legal representatives
Regulators, law enforcement agencies or public authorities where legally required

Where an external provider processes personal data on our behalf, it must act under an appropriate written agreement, maintain suitable security measures and only process the information in accordance with our instructions.

We do not sell personal data.

6. International Data Transfers

Some of our service providers may process personal data outside the UK.

Where personal data is transferred internationally, we take steps to ensure that appropriate safeguards are in place. These may include:

UK adequacy regulations
The UK International Data Transfer Agreement
The UK Addendum to the European Commission’s Standard Contractual Clauses
Other legally recognised safeguards and protections

Further information about the safeguards used for international transfers can be requested by contacting dataprotection@envisage-dental.co.uk .

7. Data Retention

We retain personal data only for as long as it is required for the purpose for which it was collected and to meet our legal, professional and regulatory obligations.

Our typical retention periods include:

Clinical records: A minimum of 11 years or until the age of 25 for children, where applicable
Marketing information: Until consent is withdrawn, you unsubscribe or the information is no longer required
Website and analytics information: Typically for up to 26 months, depending on the platform and your cookie choices
Chatbot and messaging information: In accordance with the relevant provider settings and our business requirements
Call recordings: Retained only for as long as necessary for training, quality monitoring, record keeping, complaints, legal claims or regulatory requirements
Call transcripts and AI generated summaries: Retained in accordance with the retention period applying to the relevant communication, enquiry or patient record

A call recording may be retained for longer where it is required to investigate a complaint, respond to a legal claim, meet a regulatory obligation or protect the interests of a patient or the organisation.

We do not retain personal data for longer simply because it has been processed using an AI assisted tool.

8. Your Rights

Depending on the circumstances, you may have the right to:

Access the personal data we hold about you
Request the correction of inaccurate or incomplete information
Request deletion of your personal data where legally permitted
Request that we restrict how your information is processed
Object to certain uses of your information
Withdraw your consent at any time
Request the transfer of your personal data
Request human intervention where a significant decision has been made solely through automated processing
Make a complaint about how your information has been handled

These rights are not always absolute. For example, we may need to retain clinical records to comply with legal or professional requirements.

Requests can be made by emailing dataprotection@envisage-dental.co.uk .

We may need to confirm your identity before responding to a request.

9. Cookies and Tracking Technologies

Our websites use cookies and similar technologies to:

Enable essential website functionality
Remember your preferences
Measure website performance and usage
Improve website content and user experience
Support marketing activity where you have provided consent

Essential cookies may operate without consent because they are required for the website to function.

Analytics, advertising and other nonessential cookies will only be used in accordance with the preferences you select through our cookie banner.

You can review or change your cookie preferences at any time through the cookie settings available on our websites. You can also control cookies through your browser settings.

Please see our Cookie Policy for further information.

10. Messaging, Call Recording and AI Assisted Tools

If you contact us by telephone, WhatsApp, live chat, chatbot or another digital communication service:

Your communication may be stored securely
Telephone calls may be recorded for the purposes described in this policy
Conversations may be monitored for quality, training and compliance
Metadata may be processed by the relevant platform provider
Approved AI assisted tools may be used to transcribe, summarise, route or help staff respond to communications
Information will only be accessible to authorised staff and approved service providers
Sensitive clinical information should only be shared when requested through an appropriate secure channel

AI assisted tools are used to support our staff. They are not a substitute for advice from a qualified dental professional and should not be used to obtain an emergency diagnosis.

We take reasonable steps to ensure that information processed through AI assisted tools is handled securely and checked by an authorised member of staff where appropriate.

11. Automated Decision Making

We do not currently use solely automated decision making to make decisions about diagnosis, treatment or patient care that would have a legal or similarly significant effect on an individual.

If this changes, we will update this Privacy Policy and provide information about:

How the automated decision is made
The information used
The likely effect of the decision
How you can request human intervention
How you can challenge the decision or express your point of view

12. Data Security

We use appropriate technical and organisational measures to protect personal data. These include:

Secure systems and encryption where appropriate
Access controls and authentication measures
Staff training and confidentiality requirements
Supplier checks and contractual protections
Regular audits and reviews
Data minimisation and retention controls
Procedures for identifying and responding to personal data breaches

Although we take reasonable steps to protect personal data, no online system or method of communication can be guaranteed to be completely secure.

13. Complaints and Regulator Contact

If you have concerns about how your personal data has been handled, please contact us first so that we can investigate.