Privacy Policy

Version Date: November 25, 2023

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. This notice covers most of the ways in which you will interact with us, through our website, veterinary services provided in our clinic, and on social media.

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

Who we are

Veterinary Emergency Services Limited (trading as Veteris) is based at 51 Hoxton Square N1 6PB. We are currently in the process of registering as a data controller with the Information Commissioner's Office.

We have an appointed person who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this notice, including any requests to exercise your legal rights, please contact them:

• 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 Twitter. Those sites will collect further information about you for their own purposes, separately from Veterinary Emergency Services Limited.

What do we collect, how and why?

Most of the personal data we collect is directly from you, as you use or request services from us, or get in touch. Technical information will be generated where you use our website or other online services.

Data that we collect may include:

• Contact details such as your name and 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 or 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 which our employees might record as they provide services to you or your animals;

• Financial information, including payments made, account and credit status;

• Information about how you use our websites and online services including social media pages, including technical identifiers such as cookies.

We will 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 to you and other customers, including gathering feedback from you via surveys, as part of our legitimate business interests;

• We can manage our online and other services effectively and securely, as part of our legitimate business interests and legal obligations to you;

• We can meet regulatory obligations, to prevent or detect crime, or in the public interest, including protection of animal welfare;

• With your consent, so that we can provide you 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.

Who we share your personal data with

As well as using service providers to support our business, we might 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 advisors

• Debt recovery agencies

• Law enforcement, fraud prevention agencies and other public authorities

• Companies approved by you (such as social media sites)

International transfers

All data processing occurs within the United Kingdom. Should this change in future, we will update this policy and ensure appropriate safeguards are in place.

Keeping your personal data secure

We have security and other measures in place to help protect your data and limit how it can be accessed or used, and to identify and handle suspected breaches of personal data 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 will only process your personal data on our instructions, and they are subject to a duty of confidentiality and other contractual terms to protect your data.

Data retention

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

• Clinical records: Minimum 7 years as per RCVS requirements

• Financial records: 7 years as per legal requirements

• Correspondence and complaints: 3 years from resolution

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 some important rights available to you. In summary, these include:

• Request information about how we are using your data

• Request a copy of your personal data

• Request that we correct any personal data that is inaccurate

• Request that we do not make any automated decisions based on your data

• Request that we delete your data

• Where you have been asked for and given us your consent, withdraw that consent

• 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 some circumstances, or subject to exemptions. If you want 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 make a complaint to the UK Information Commissioner's Office (ICO) via their website www.ico.org.uk.

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.