Priory Veterinary Group Privacy Policy
Effective from 1st October 2025
Priory Veterinary Group (“we”, “our”, “us”) is committed to protecting and respecting your privacy. This policy explains how we use your personal information, both online and within the practice, and how we keep it safe.
- Who we are
Priory Veterinary Group is an independent veterinary practice providing veterinary care across Dorset and the New Forest. We are the data controller for the personal information you share with us.
If you have any questions, please contact us:
📍 59 Purewell, Christchurch, BH23 1EN
📞 01202 484466
📧 [email protected]
You can also contact the Information Commissioner’s Office (ICO) if you are unhappy with how we handle your data: www.ico.org.uk
This policy is available in alternative formats. Please contact us if needed.
- What information we collect
We may collect and process:
- Your name, address, phone number and email
- Animal details linked to your account
- Medical history, treatment notes, test results, prescriptions
- Payment information and insurance details
- Information you give via forms (online, email, in person)
- Feedback, complaints or correspondence
- Marketing preferences
- Website usage data (cookies, IP addresses, Google Analytics)
- Call recordings (incoming calls only)
- Lawful basis for processing
We only process your data where we have a lawful reason to do so:
- Contract – to provide veterinary services you have requested
- Legal obligation – e.g. medicines record-keeping or tax rules
- Legitimate interest – e.g. debt collection, updating client details
- Consent – for marketing emails, reminders, case studies, and images
Special category data (e.g. information about a client’s health that affects pet care) will only be processed with your explicit consent.
- How we use your information
We may use your data to:
- Register you and your pet as a client
- Provide veterinary treatment and record clinical care
- Manage payments, insurance claims and accounts
- Refer your pet to another veterinary surgeon or laboratory (with your consent)
- Remind you about vaccinations, health checks or medication due (with your consent)
- Handle complaints, feedback or disputes
- Send you marketing (only if you have opted in)
- Comply with legal or regulatory requirements
- Marketing and communication
We will only send you marketing if you have opted in.
- Consent must be clear, freely given and positive
- You can withdraw consent any time using unsubscribe links or by contacting us
- Vaccine reminders may only be sent if you have opted in
- How long we keep data (retention)
We keep personal data only as long as necessary:
- Clinical and client records: 7 years
- Medicines records: 5 years
- Financial/tax records: 7 years
- Feedback/complaints: retained until resolved, then anonymised or deleted
- Marketing data: until you withdraw consent
When data is no longer needed, it is securely destroyed or anonymised.
- Your rights
Under GDPR you have the right to:
- Be informed about how we use your data
- Access your data (free of charge, within 1 month)
- Have incorrect data corrected
- Request deletion of your data (“right to be forgotten”)
- Restrict or object to processing in certain circumstances
- Request transfer of your data to another provider (data portability)
- Withdraw consent at any time
To exercise these rights, contact us using the details above.
- Data security and breaches
We use appropriate technical and organisational measures to keep your data secure.
If a data breach occurs that risks your rights and freedoms, we will: Notify the ICO within 72 hours and inform you without delay if the breach is likely to cause significant risk (e.g. identity theft, fraud)
- Staff responsibilities
All members of the Priory Veterinary Group team are trained in data protection and must comply with this policy. Breaches may result in disciplinary action.
- Research, case reports and images
We may occasionally ask for consent to use anonymised case information or pet photographs for:
- Clinical research or teaching
- Case reports, newsletters, social media, or promotional materials
This will only be done with your express, written consent.
- Children’s data
We do not knowingly collect personal data from individuals under the age of 16 without parental or guardian consent. If you believe we have collected such data in error, please contact us immediately.
- International transfers
Some of our providers may store data outside the UK/EEA. We ensure they use appropriate safeguards such as EU-approved standard contractual clauses.
- Cookies and website usage
We use cookies to improve your experience on our website. For more information, please see our Cookie Policy https://prioryvetgroup.com/cookie-policy/
- Updates to this policy
We may update this policy from time to time. Any changes will be posted on our website and available at reception.