Privacy Policy

Version Date: June 14, 2025

Welcome to Veterinary Emergency Services Limited (trading as Veteris).

This notice explains how we collect, use and protect information about you, who we may share it with, and the rights that you have. It covers most of the ways in which you interact with us – through our website, the veterinary services we provide at our hospitals, our CCTV, audio and telephone recording, and our social media.

If we need to use your personal data in ways not covered by this notice, we will let you know. We update this notice from time to time.

Who we are

Veterinary Emergency Services Limited (trading as Veteris), company number 12819395, registered office 51 Hoxton Square, London N1 6PB.

We are registered with the Information Commissioner’s Office (ICO) as a data controller, registration reference ZB956745.

We have an appointed person responsible for overseeing questions in relation to this notice. If you have any questions, including any request to exercise your legal rights, please contact:

• By email – [email protected]
• By phone – 020 3808 0100

Other controllers

Where you use our websites and click on external links, or visit our social media pages, your personal data may also be processed by the providers of those services – for example Meta (Facebook) or X (Twitter). Those sites collect further information about you for their own purposes, separately from us.

What we collect, how and why

Most of the personal data we collect comes directly from you, as you use or request services from us or get in touch. Technical information is generated where you use our website or other online services. We also record audio and video at our hospitals (see “CCTV and audio recording” below).

Data we collect may include:

• Contact details such as your name, address and telephone number, including email and social media account information if you contact us that way, and location information where we are referring you to local services, specialist clinics or labs;
• Information about services you have used or requested, customer service information such as compliments or complaints, opinions and survey responses, contact preferences, and information our staff record as they provide services to you or your animals;
• Financial information, including payments made and account and credit status;
• Audio and video recordings made at our hospitals, and recordings of telephone calls;
• Information about how you use our websites and online services, including technical identifiers such as cookies.

We collect this data so that:

• We can provide the services you are using or have requested, and manage payment for them, as part of our contract with you;
• We can improve our services and gather feedback, as part of our legitimate business interests;
• We can manage our services effectively and securely, as part of our legitimate business interests and legal obligations;
• We can protect the safety of our staff and clients and keep accurate records (see “CCTV and audio recording”);
• We can meet regulatory obligations, prevent or detect crime, or act in the public interest, including protecting animal welfare;
• With your consent, we can provide information about products and services that may be of interest.

If you do not want us to use some of your personal data, we may not be able to provide services to you – for example payment data or contact details.

We do not normally collect or use ‘special category’ data such as religion, sexuality or health data. Our audio recordings may, however, incidentally capture sensitive or financial information mentioned in conversation; we minimise this and restrict access as described below.

CCTV and audio recording

Our clinical sites operate continuous CCTV that records both video and audio.

Where we record: in clinical areas only – consultation rooms, treatment and preparation areas, and ward and kennel areas. We do not record in toilets, changing areas or staff rest areas. Because recording is continuous and includes sound, conversations in these areas may be recorded, including at times when our staff are not present in the room.

Why we record:

• • To protect the safety of our staff and clients and to record any incident. Our hospitals operate 24 hours a day, often with lone staff overnight;
• • To support emergency clinical care – in particular, to evidence the information given to owners and the consent obtained for treatment, which in emergencies is often given verbally and at speed;
• • To maintain an accurate record of care, and to investigate complaints and resolve queries about treatment or billing fairly;
• • To prevent and detect crime and protect our premises.

Our lawful basis: our legitimate interests (Article 6(1)(f) UK GDPR) in the safety of staff and clients, the integrity of emergency consent and clinical records, and crime prevention. We have carried out a Legitimate Interests Assessment, which is available on request.

How long we keep recordings: recordings are automatically overwritten after 30 days. We keep footage longer only where it has been specifically flagged – for example, in connection with an incident, a complaint or a legal claim – and only for as long as needed for that purpose.

Who can access recordings: access is restricted to our directors and operations management. Our CCTV system is provided by Verkada, which processes the footage on our behalf under a data processing agreement and stores it on a UK-hosted cloud. We do not share footage with anyone else unless we are required to by law, or in connection with a legal claim or a request you make.

Requesting footage: you can ask for a copy of footage in which you appear (a subject access request) using the contact details above. We respond within one calendar month. We may need to verify your identity, and we will protect the privacy of other people in the footage, for example by redaction.

Telephone calls

We record incoming and outgoing telephone calls, including calls handled by our triage line, for training and quality monitoring, to support safety and accurate clinical and service records, and to resolve queries fairly. Our lawful basis is our legitimate interests in these purposes. Where a call is recorded, you will hear a notification at the start of the call. Recordings are kept for [CONFIRM – e.g. 6 months] unless flagged in connection with an incident, complaint or legal claim, and you may request a copy of a call in which you took part.

Who we share your personal data with

As well as using service providers to support our business, we may share information with other separate organisations who are also controllers. This may include:

• Royal College of Veterinary Surgeons;
• Other veterinary practices, specialists and laboratories where necessary;
• Pet microchip registers;
• Pet cremation service providers;
• Insurance and other professional and legal advisers;
• Debt recovery agencies;
• Law enforcement, fraud prevention agencies and other public authorities;
• Companies approved by you (such as social media sites).

International transfers

Our veterinary, administrative and CCTV processing takes place in the United Kingdom. Our CCTV and audio recordings are stored on the UK-hosted cloud platform provided by Verkada, with data residency in the United Kingdom.

Should any of our processing take place outside the UK in future, we will update this policy and ensure that an appropriate safeguard is in place, such as the UK adequacy regulations or the UK International Data Transfer Agreement.

Keeping your personal data secure

We have security and other measures in place to help protect your data, limit how it can be accessed or used, and identify and handle suspected breaches and other security threats.

We limit access to your personal data to those employees, agents, contractors and service providers who have a need to know. They process your personal data only on our instructions and are subject to a duty of confidentiality and other contractual terms to protect your data. Access to CCTV and audio recordings is further restricted to our directors and operations management, and access is logged.

Data retention

We retain your data only for as long as reasonably necessary for the purposes we collected it for, including to satisfy any legal, regulatory, tax or reporting requirements. This typically includes:

• Clinical records: minimum 7 years (RCVS requirement);
• Financial records: 7 years (legal requirement);
• Correspondence and complaints: 3 years from resolution;
• CCTV and audio recordings: 30 days, unless specifically flagged in connection with an incident, complaint or legal claim.
• Telephone call recordings: [CONFIRM – e.g. 6 months], unless flagged in connection with an incident, complaint or legal claim.

Cookie policy

Our website uses the following types of cookies:

• Essential cookies: required for basic website functionality;
• Analytics cookies: to understand how visitors use our site;
• Preference cookies: to remember your settings and choices.

You can control cookie settings through your browser preferences.

Being in control of your own information

Under UK data protection law you have important rights, which in summary include the right to:

• Request information about how we are using your data;
• Request a copy of your personal data, including CCTV footage in which you appear;
• Request that we correct any personal data that is inaccurate;
• Request that we do not make automated decisions based on your data;
• Request that we delete your data;
• Withdraw consent, where you have given it;
• Request that we stop processing all or part of your data;
• Request that we transfer elements of your personal data to another service provider.

Some of these rights may be limited in certain circumstances or subject to exemptions. To exercise your rights, or to make a complaint, please contact us at [email protected].

If we cannot resolve a complaint as you would wish, you may also complain to the UK Information Commissioner’s Office (ICO) at www.ico.org.uk or on 0303 123 1113.

Changes to this policy

We reserve the right to update this privacy policy at any time. Any changes will be posted on our website and, where appropriate, notified to you by email. This version is dated 14 June 2025.