Privacy Policy

Dundas Veterinary Group Ltd
Last Updated: 21/01/2025

At Dundas Veterinary Group Ltd, we are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Data Controller
Dundas Veterinary Group Ltd is the data controller responsible for your personal data. You can contact us at:
Post: Dundas Veterinary Group, 99 Dundas Street, Edinburgh, EH3 6SD
Email: nurses@dundasvetgroup.co.uk
Phone: 0131 557 1819

2. Personal Data We Collect
We may collect and process the following types of personal data:

• Personal identification information: Name, address, phone number, email address, and emergency contact details.
• Pet information: Pet’s name, breed, age, medical history, and treatment records.
• Payment information: Bank details or payment card information for billing purposes.
• Communication preferences: Details of how you prefer to be contacted.
• CCTV footage: If you visit our premises, you may be recorded by CCTV for security purposes.
• Phone call recordings: Phone calls are recorded for training and monitoring purposes.
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3. How We Use Your Personal Data
We use your personal data for the following purposes:

• To provide veterinary services, including diagnosis, treatment, and follow-up care.
• To manage appointments and send reminders.
• To maintain accurate medical records for your pet.
• To communicate with you about your pet’s care or our services.
• To comply with legal obligations, such as maintaining medical records, tax, fraud prevention and audit purposes.
• For billing and payment purposes.
• To enable us to use debt collection agencies, in extreme circumstances.
• To ensure the safety and security of our premises.
• To process insurance claims.
• To track external laboratory results, cremation requests and referrals to external veterinary specialists.
• We will disclose your personal information if required to do so by law, in connection with legal proceedings, and in order to establish, exercise or defend our legal rights.

4. Lawful Basis for Processing
We process your personal data under the following lawful bases:

• Performance of a contract: To provide the veterinary services you have requested.
• Legal obligation: To comply with regulatory requirements for maintaining medical and financial records.
• Legitimate interests: For security, fraud prevention, and ensuring high-quality care.
• Consent: When you explicitly consent to marketing communications.

5. Data Sharing
We may share your personal data with:

• External laboratories or specialists for diagnostic purposes.
• Insurance companies for claims processing (with your consent).
• Debt collection agencies in cases of unpaid bills.
• Regulatory or legal authorities if required by law.
• Service providers that assist with IT, payment processing, or communication systems.

We will never sell your data to third parties.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes outlined in this policy or to comply with legal obligations. Medical records for your pet will typically be retained for 15 years after your last interaction with the practice.

7. Your Data Protection Rights
Under the UK GDPR, you have the following rights:

• The right to access the personal data we hold about you.
• The right to request correction of inaccurate or incomplete data.
• The right to request deletion of your data, where applicable.
• The right to restrict or object to the processing of your data.
• The right to data portability, allowing you to request your data in a commonly used format.
• The right to withdraw consent for marketing communications.

To exercise your rights, please contact us using the details provided above.

8. Marketing
We may occasionally send you information about services or offers we believe may interest you. You can opt out at any time by clicking “unsubscribe” in our emails or contacting us directly.

9. Data Security
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, or misuse. All information that you provide is stored on our secure servers and our website is encrypted via SSL.
 

10. Cookies
Our website may use cookies to enhance user experience and analyse website traffic. Please refer to our Cookie Policy for more information.

11. Complaints
If you have concerns about how we handle your personal data, please contact us directly. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

12. Updates to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website or at our practice.

Last Updated: 21/01/2025

For further information, please contact us using the details provided above.