Information We Collect  

We may collect the following types of personal and pet-related information:  

• Personal Data: This relates to data collected from clients, prospective employees, visitors, event attendees and / or suppliers and may include name, address, phone number, email, payment information as appropriate.  

• Pet Information: Name, species, breed, age, neuter status, full medical history, insurance policy details.    

• Payment Information: Additional Information collected may include payment card and billing information. Note that information provided in connection with payments is handled by a third-party payment processor in accordance with their terms of service and privacy policies.  

• Other Information: Examples include preferences for reminders or communication methods, preferences for marketing communications and details about your engagement with them, CV and appropriate information from prospective employees.   We may also collect other personal information, which is not specifically listed here, which we will use as described in this privacy policy or as disclosed at the time of collection.   

• CCTV Imaging:  We use CCTV and other image-based security systems for our security.  This may collect personal imagery and vehicle make, model and registration number.  Further detailed information can be found in out CCTV policy.   

• Phone Calls:   We record all phone calls made into and from our practice quality assurance purposes.  

We may collect this information direct from you – alternatively some information may be shared with us by other sources e.g.  

• Referrals.  We may obtain personal information about you through referrals from third party sources.    

• Social media information.  We maintain pages on social media platforms such as Facebook, Instagram and LinkedIn. When you visit or interact with our pages, you or the platforms may provide us with information through the platform.  

How We Use Your Information  

How We Use Your Information  

We use the information collected for purposes including but not limited to:  

• Providing veterinary care and treatment  

• Communicating with clients about appointments, treatment plans, and pet health  

• Processing payments and insurance claims  

• Sending appointment reminders, follow-up care instructions  

• Maintaining accurate medical and business records  

• Marketing events and services  

• Complying with legal and regulatory requirements  

How We Share Information 

If we share data, this will be done securely and only when necessary.  We will not provide your personal information to any third parties for the purposes of direct marketing.  

We may share your information in the following circumstances:  

• With laboratories, referral clinics, or other veterinary professionals as needed for your pets treatment  

• With pet insurance companies for claims processing (with your consent)  

• With third-party service providers (e.g., payment plan providers, car parking surveillance), under strict confidentiality agreements.  

• When required by law, such as in response to legal or regulatory requirements.  

Data Security 

We take reasonable precautions to protect your information:  

• Physical safeguards (locked files, restricted access, shredding of discarded documents)  

• Electronic protections (firewalls, encryption, secure practice management systems)  

• Staff training on data protection and confidentiality protocols  

Client Rights and Choices 

You have the right to:  

• Request a copy of the personal data we hold about you and your pet and information on how we are using this data.   

• Request corrections to your personal or pet information  

• Withdraw consent for non-essential communications  

• Request deletion of records (subject to legal and regulatory retention requirements)  

To exercise these rights, please contact us using the information below.  

You may also make a complaint to the UK information commissioner’s office.    

Data Retention 

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the provision of veterinary services, legal, regulatory, tax, and accounting requirements.  

In accordance with the UK General Data Protection Regulation (UK GDPR) and the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct, we typically retain:  

• Client and patient records for a minimum of 7 years after the last contact or treatment, unless a longer retention period is required by law or justified for ongoing care or legal reasons.  

• Financial records for at least 6 years, in line with HMRC requirements.  

• Insurance and consent forms, clinical notes, and diagnostic results for the same minimum period.  

• CCTV Footage for at least 60 days unless a longer retention period is required by law or justified for ongoing legal reasons.  

• Recorded Phone Calls for at least 60 days unless a longer retention period is required by law or justified for ongoing legal reasons.  

Once the retention period expires, we securely delete or anonymise data unless there is a lawful reason to retain it for longer.  

Clients may request the deletion of their data, subject to any legal or professional obligations we must fulfil.   

Updates to This Policy 

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal obligations. Updates will be posted in our clinic and on our website with the effective date clearly indicated.   

Contact Us 

If you have any questions or comments about this Privacy policy, our privacy practices or if you would like to exercise your rights in relation to your personal information, please contact us by email to info@svs.vet or by post for the attention of the Practice Manager,  Unit 7, Stansted Courtyard, Parsonage Rd, Bishop's Stortford CM22 6PU.