1. Introduction
Bozzles Ark Vets ("we", "our", "us") is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website or use our veterinary services.
Practice Details
Bozzles Ark Vets
39 Jersey Way, Barwell, LE9 8HR
Registered Veterinary Practice (RCVS)
2. Information We Collect
2.1 Personal Information
When you use our services, we may collect the following personal information:
- Contact details (name, address, email, phone number)
- Pet information (name, species, breed, age, medical history)
- Appointment and booking information
- Payment and billing information
- Emergency contact details
- Communication preferences
- Insurance information (where applicable)
2.2 Automatically Collected Information
When you visit our website, we automatically collect:
- IP address and device information
- Browser type and version
- Pages visited and time spent on site
- Referring website or source
- Cookies and similar tracking technologies
2.3 Veterinary Records
As a veterinary practice, we maintain comprehensive clinical records including: examination findings, diagnoses, treatments prescribed, surgical notes, laboratory results, imaging studies, and vaccination history.
3. How We Use Your Information
We process your personal data for the following purposes:
🏥 Service Delivery
To provide veterinary care and treatment to your pet
📅 Appointment Management
To schedule, confirm, and manage appointments
💬 Communications
To send appointment reminders, health updates, and practice information
⚖️ Legal Obligations
To comply with RCVS and regulatory requirements
🚑 Emergency Care
To provide emergency veterinary services when needed
💳 Billing
To process payments and maintain financial records
4. Legal Basis for Processing (UK GDPR)
Under UK GDPR and Data Protection Act 2018, we process your data based on:
Contract Performance
Processing necessary to provide veterinary services under our contract with you when you book an appointment or engage our services.
Legal Obligation
RCVS requirements mandate that we maintain clinical records for a minimum of 6 years. We also have obligations under veterinary medicines regulations and animal welfare legislation.
Vital Interests
Emergency treatment of your pet where consent cannot be obtained, or to protect animal welfare.
Legitimate Interests
Practice management, quality improvement, fraud prevention, and direct marketing to existing clients (where not objected to).
Consent
Marketing communications to non-clients, optional services, and non-essential data processing (which you can withdraw at any time).
5. Data Sharing and Disclosure
We may share your information with:
- Referral Veterinarians: When specialist care is required
- Laboratories: For diagnostic testing
- Insurance Companies: With your consent, for insurance claims
- Veterinary Defence Organizations: For professional indemnity purposes
- Legal Authorities: When required by law or to protect animal welfare
- Service Providers: IT systems, payment processors (under strict data processing agreements)
Important: We never sell your personal data to third parties for marketing purposes.
6. Your Rights Under UK GDPR
You have the following rights regarding your personal data:
📋 Right to Access
Request copies of your personal data and information about how we process it.
✏️ Right to Rectification
Request correction of inaccurate or incomplete data.
🗑️ Right to Erasure
Request deletion of your data (subject to legal retention requirements).
🚫 Right to Restriction
Request that we limit how we use your data in certain circumstances.
📦 Right to Data Portability
Receive your data in a structured, commonly used format.
⛔ Right to Object
Object to processing based on legitimate interests or direct marketing.
🔄 Withdraw Consent
Withdraw consent for marketing communications at any time.
👤 Automated Decision-Making
Not be subject to decisions based solely on automated processing.
Important Note on Data Retention
Under RCVS guidance, clinical records must be retained for a minimum of 6 years. This is a legal requirement, and we cannot delete clinical information during this period except in exceptional circumstances.
To exercise any of these rights, please contact our Data Protection Contact using the details in Section 10.
7. Data Retention Periods
We retain personal data for the following periods:
| Data Type | Retention Period | Legal Basis |
|---|---|---|
| Clinical Records | Minimum 6 years from last treatment | RCVS Professional Conduct |
| Financial Records | 7 years from end of financial year | HMRC Requirements |
| Consent Records | Duration of consent + 7 years | Legal Defence |
| Marketing Consent | Until withdrawn or 3 years of inactivity | PECR Regulations |
| Website Analytics | 26 months | Google Analytics Default |
| CCTV Footage | 30 days | ICO Guidance |
After the retention period expires, we securely delete or anonymize your data unless we are legally required to retain it for longer.
8. Data Security Measures
We implement robust technical and organizational measures to protect your data:
Encryption
SSL/TLS encryption for data transmission. Encrypted storage for sensitive records.
Access Controls
Role-based access, multi-factor authentication, and regular access reviews.
Network Security
Firewalls, intrusion detection, regular security patches and updates.
Backups
Regular encrypted backups stored securely offsite with tested recovery procedures.
Staff Training
Mandatory data protection training, confidentiality agreements, and clear policies.
Audits
Regular security audits, penetration testing, and compliance assessments.
Data Breach Notification
In the unlikely event of a data breach that poses a risk to your rights and freedoms, we will notify you and the ICO within 72 hours, as required by UK GDPR.
9. International Data Transfers
We primarily process data within the UK. If we transfer data internationally, we ensure adequate safeguards are in place:
- UK adequacy decisions (for approved countries)
- Standard Contractual Clauses approved by the ICO
- UK GDPR Article 49 derogations (where applicable)
Any third-party service providers with access to your data are carefully vetted and bound by data processing agreements compliant with UK GDPR.
10. Contact & Complaints
For any privacy-related queries, to exercise your rights, or to raise a concern, please contact us:
Data Protection Contact
Email: privacy@bozzlesarkvets.co.uk
Phone: 01455 710 796
Post: Data Protection Officer
Bozzles Ark Vets
39 Jersey Way
Barwell
LE9 8HR
We aim to respond to all requests within 5 working days.
Right to Lodge a Complaint
You have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe we have not handled your data appropriately:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk
Report online: ico.org.uk/make-a-complaint
11. Children's Privacy
Our services are provided to pet owners. We do not knowingly collect personal information from children under 13 without parental consent. If you are under 18, please ensure a parent or guardian is involved in your interactions with our practice.
12. Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. Material changes will be notified via:
- Prominent notice on our website
- Email to registered clients (where we have consent)
- In-person notification at your next appointment
The "Last Updated" date at the top of this policy indicates when it was last revised. We encourage you to review this policy periodically.
13. RCVS Professional Standards
As a registered veterinary practice, we adhere to the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct, which includes requirements for:
- Maintaining accurate and comprehensive clinical records
- Client confidentiality and data protection
- Professional indemnity insurance
- Appropriate communication with clients and referring veterinarians
- Ethical handling of veterinary information
More information about RCVS standards can be found at rcvs.org.uk