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Privacy police | Vet Emergency in London



We currently collect and process the following information :

  1. First name and surnames
  2. Address, including post code
  3. Access requirements to the property, including door codes
  4. Mobiles and other telephone numbers
  5. Email addresses
  6. Social media account information if you contact us that way, and location information where we are referring you to local services or specialist clinics.
  7. Information about services you have used or requested
  8. Customer service information such as compliments or complaints, opinions and survey responses, contact preferences.
  9. Information which our employees might record as they provide services to you or your animals.
  10. Recordings of calls you make to our service.
  11. Financial information, including payments made, account and credit status;
  12. Information about how you use our websites and online services including social media pages, including technical identifiers such as cookies.
  13. We do not collect or use ‘special category’ data, such as religion, sexuality, or health data.


Your information is used to provide emergency veterinary care, home visits, triage assessments, and medical treatment for your pets.

Most of the personal information we process is provided to us directly by you for one of the following reasons :

  1. We can provide the services you are using or have requested, and manage payment for them as part of our contract with you;
  2. We can provide details regarding your pet’s treatment to your veterinary practice (or any vet of your choice) or your insurance company.
  3. We can improve our services to you and other customers, including gathering feedback from you via surveys, as part of our legitimate business interests;
  4. We can manage our online and other services effectively and securely, as part of our legitimate business interests and legal obligations to you;
  5. We can meet regulatory obligations, to prevent or detect crime, or in the public interest, including protection of animal welfare;
  6. 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.

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 :

  1. Royal College of Veterinary Surgeons
  2. Other veterinary practices
  3. Pet cremation service providers
  4. Insurance and other professional and legal advisors e.g. the Veterinary Defence Society (VDS)
  5. Debt recovery agencies
  6. Law enforcement, fraud prevention agencies and other public authorities
  7. Companies approved by you (such as social media sites)
  8. Any legally appointed guardian or responsible person who acts as your representative

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are :

  1. Your consent. You are able to remove your consent at any time. You can do this by contacting
  2. We have a contractual obligation.
  3. We have a legal obligation.
  4. We have a legitimate interest.


our information is securely stored.

We keep any personal information for as long as we may need access to it, for a minimum of 5 years since our last interaction with you. This includes personal nonsensitive information such as animal details. Call recordings will be retained for no longer than 30 days.

You have the right to request, in writing, early deletion of your data at anytime, provided you accept this will limit our ability to provide data to other Controllers, such as your veterinary practice, insurance companies or governing bodies.

We will dispose your information by deleting your records from our database and shredding any paper documents.

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.

When data is no longer needed, it will be securely and responsibly disposed of to prevent unauthorized access.

In the event of a data breach, we have established procedures to notify you promptly and to take the necessary steps as required by applicable data protection laws.
We implement strict security measures to protect your information. Data is stored securely, both physically and electronically, with access limited to authorized personnel.

When sharing data, we use secure methods to protect your information during transmission, ensuring its confidentiality and integrity.


Under data protection law, you have rights including:

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you under normal circumstances and following ICO guidance. Please contact us at if you wish to make a request.


If you have any concerns about our use of your personal information, you can make a complaint to us at

Our named Data Protection Officer is Pierre Fabing.

You can also complain to the ICO if you are unhappy with how we have used your data.
Information Commissioner’s Office
Wycliffe House
Water Lane
Helpline number: 0303 123 1113
ICO website: