Behavioural Referrals Ltd Customer Privacy Notice

Privacy Notice

Effective Date: 12 July 2024
Last Updated: 28 July 2025
Practice Name: Behavioural Referrals Ltd Veterinary Practice
Address: 10 Rushton Drive, Upton, CHESTER, Cheshire, CH2 1RE
Telephone: 01244 377365
Email: office@brvp.co.uk

Our Commitment to Your Privacy

We are committed to protecting your personal data. This notice explains how we collect, use, store, and share your information in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What Information We Collect and Why

We collect personal information for the following reasons:

• Appointments & Services: We collect your name, contact details, pet information, and medical history to provide veterinary services under a contractual obligation.
• Payments & Billing: We process payment details and transaction history to fulfil contracts and comply with legal requirements.
• Account Management: Your contact details and treatment history help us manage ongoing client relationships under our legitimate interests.
• Marketing: With your consent, we may use your contact details to send relevant updates and promotional material.
• Research & Clinical Studies: We may use anonymised or pseudonymised data for legitimate research purposes or with your explicit consent.
• Complaints & Feedback: Correspondence and call recordings may be retained to resolve complaints and for legal protection.
• Website Use: We collect browsing/device data using cookies, with consent for non-essential cookies.
• Legal & Insurance: We may need personal and pet details to comply with legal obligations and insurance processes.

How We Collect Your Data

We collect data directly from you when you:

• Register with or contact us
• Visit our website
• Pay for our services
• Submit feedback or complaints
• Consent to marketing or research participation

How Long We Keep Your Data

We retain your data only as long as necessary:

• Patient Records: 7 years after the last treatment, or longer where needed for continuity of care
• Financial Records: 7 years, in line with tax regulations
• Staff/Employment Records: 7 years after employment ends
• Emails & Correspondence: Minimum of 2 years
• Marketing Consent: Until consent is withdrawn
• Research Records: Retained as long as needed; anonymised where possible
• Legal & Compliance Documents: As required by law

After the retention period, records are securely deleted or anonymised.

Who We Share Your Data With

Your data may be shared with trusted third parties, including:

Data Processors:

• IT support providers
• Phone system operators
• Workflow platforms such as Monday.com
• AI platforms (e.g., Copilot, ChatGPT)
• Practice management software (e.g., Vet It)
• Cloud storage (e.g., Google Drive, Dropbox, OneDrive)
• Communication tools (e.g., email platforms, SMS services)

Third Parties:

• Insurance companies (e.g., for claims)
• Veterinary referral or partner practices
• Legal, tax, and regulatory authorities
• Emergency services (when needed)
• Debt recovery agencies
• Placement students or consultants (with appropriate safeguards)
• Public platforms (only with your explicit consent, e.g., testimonials)

International Data Transfers

Where data is transferred outside the UK, we use legally approved safeguards, such as:

• Standard Contractual Clauses (SCCs)
• Transfers to countries with adequacy decisions

You can request more information by contacting us.

Your Data Protection Rights

You have rights regarding your personal data, including the right to:

• Access your data
• Request corrections
• Request erasure (in certain circumstances)
• Restrict or object to processing
• Data portability
• Withdraw consent (where consent is the basis for processing)

We will respond to your request within one calendar month. There is no charge unless the request is unfounded or excessive.

To exercise your rights, contact us at:
office@brvp.co.uk
01244 377365

Cookies and Tracking on Our Website

We use cookies to enhance your experience:

• Essential Cookies: Required for website functionality
• Analytics Cookies: Help us understand website usage
• Marketing Cookies: Used for advertising and remarketing

Non-essential cookies require your consent. See our Cookie Policy to learn more and manage preferences.

Concerns or Complaints

If you have concerns about how we handle your data, please contact us first:

📧 office@brvp.co.uk
📞 01244 377365

If you’re not satisfied with our response, you may contact:

Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
📞 0303 123 1113
🌐 www.ico.org.uk/make-a-complaint

Updates to This Privacy Notice

This notice may be updated periodically. Major changes will be communicated where possible. The latest version will always be available on our website.