Your personal information is used for a number of different reasons depending on what it is. We only collect what is necessary in order to provide our service to you. The tables below set out what information is collected, our purpose for collecting it and our lawful basis (why we need to collect it) in line with data protection legislation.
Your personal details, such as your name, date of birth, address, email address, phone number and insurance policy number. |
What we do and why |
Our lawful basis |
Identify who you are when you visit the practice so we can ensure it’s your pet, and our records are accurate. |
As part of our contract with you. |
Send you appointment reminders so you know when to bring your pet in to see us. |
Our legitimate interests are to ensure your pet is, and remains in, good health and to optimise time efficiency in our practices by reducing missed appointments |
Send you treatment, vaccination, flea or worming reminders to keep you informed about when your pet needs treatment. |
Our legitimate interest to ensure your pet is, and remains in, good health |
Communicate with your insurance provider if applicable so that any claims can be submitted efficiently. |
This is a legal requirement and part of our contract with you. |
Send you service updates such as changes to our T&Cs or practice disruptions to inform you of any changes to the services we provide. |
This is a legal requirement and part of our contract with you. |
Send you information about animal health concerns in your area to keep you informed on issues that may affect your pet. |
Our legitimate interest to ensure your pet is, and remains in, good health |
Send you information about our wider services, events and resources. We like to keep you up to date and help you get the best from our services (you can find out more in the section on Marketing messages below) |
Only with your consent, so the choice is yours. |
We sometimes ask for your feedback about our overall service. More often than not, they are anonymised, but we may want to respond to you directly if you’re unhappy with something. |
Our legitimate interest to address your concerns and continue to improve our services for our customers and their pets. |
Please note that, where we are required to process your personal information as part of our contract with you and you do not provide us with this information, we may not be able to provide our services to you.
Additionally, we may automatically obtain information about you such as your image or your vehicle registration number via our CCTV systems operating at our practice. We operate CCTV for our legitimate interests of helping to secure our premises and keep our customers, visitors and staff safe.
We may also record telephone calls for training, quality assurance and monitoring purposes.
Your payment information
This is information provided when you are required to pay directly for any practice services. We don’t store your card details, GlobalPay are our payment services provider.
What we do and why |
Our lawful basis |
Take payments for the service we provide and give refunds where necessary as some of our services require direct payment. |
As part of our contract with you. |
Keeping a record of financial transactions so we know what you’ve paid for. |
It’s a legal requirement. |
Your contact history with us
This covers things you’ve said, whether that be via email, telephone or the ‘Contact Us’ page on our website. Calls made to our practice may be recorded as referenced above.
What we do and why |
Our lawful basis |
Provide customer service and support. |
It’s up to you whether you contact us via the methods above so it depends on the nature of your query. It could be part of our contract with you. |
Improve our support services to ensure our customer service is the best it can be. |
Our legitimate interest to keep our team trained to the highest standard to provide the best possible service to you and your pets. |
Resolve complaints and disputes and claims |
Our legitimate interest to resolve complaints and disputes in a timely manner and to exercise our legal rights |
We may also anonymise and/or aggregate your personal information, so you aren’t identifiable. This process may be used to facilitate the testing of our IT systems, research, data analysis, improving our site and developing new products and services.