020 8073 0500
Veterinary Emergency services at Home throughout London and Greater London
Veterinary Emergency services at Home
throughout London and Greater London

Emergency Home Vet - Privacy Policy

By using our services, you acknowledge that you have read and understood this detailed Privacy Policy and agree to its terms and practices. This Privacy Policy may be revised to reflect changes in our practices or legal requirements. Please check this statement periodically for any updates.

1. Our contact details

Name: Emergency Home Vet
Address: 65 Boveney Road, Lewisham, London, SE23 3NL
Phone Number: 0330 027 0670
E-mail: contact@emergency-home-vet.com
Date Effective From: 13th November 2023
Data Protection Officer: Pierre Fabing

2. The type of personal information we collect

We currently collect and process the following information :

  • First name and surnames
  • Address, including post code
  • Access requirements to the property, including door codes
  • Mobiles and other telephone numbers
  • Email addresses
  • Social media account information if you contact us that way, and location information where we are referring you to local services or specialist clinics.
  • Information about services you have used or requested
  • Customer service information such as compliments or complaints, opinions and survey responses, contact preferences.
  • Information which our employees might record as they provide services to you or your animals.
  • Recordings of calls you make to our service.
  • 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 do not collect or use ‘special category’ data, such as religion, sexuality, or health data.

3. How we get the personal information and why we have it ?

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 :

  • 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 provide details regarding your pet’s treatment to your veterinary practice (or any vet of your choice) or your insurance company.
  • 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.

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
  • Pet cremation service providers
  • Insurance and other professional and legal advisors e.g. the Veterinary Defence Society (VDS)
  • Debt recovery agencies
  • Law enforcement, fraud prevention agencies and other public authorities
  • Companies approved by you (such as social media sites)
  • 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 :

  • Your consent. You are able to remove your consent at any time. You can do this by contacting contact@emergency-home-vet.com
  • We have a contractual obligation.
  • We have a legal obligation.
  • We have a legitimate interest.

4. How we store your personal information ?

Your 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.

5. Your data protection rights

Under data protection law, you have rights including:

  • Your right of access
    • You have the right to ask us for copies of your personal information.
  • Your right to rectification
    • You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
  • Your right to erasure
    • You have the right to ask us to erase your personal information in certain circumstances.
  • Your right to restriction of processing
    • You have the right to ask us to restrict the processing of your personal information in certain circumstances.
  • Your right to object to processing
    • You have the the right to object to the processing of your personal information in certain circumstances.
  • Your right to data portability
    • You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

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 contact@emergency-home-vet.com if you wish to make a request.

6. How to complain ?

If you have any concerns about our use of your personal information, you can make a complaint to us at contact@emergency-home-vet.com.

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: https://www.ico.org.uk