Privacy Policy

Privacy Policy2018-05-22T13:32:48+00:00


Privacy Notice

This privacy notice tells you how Bourne Vets will collect and process your personal data if you register as a client, purchase our services and products, and use our website.

About Us

Bourne Vets is a small animal veterinary practice in Bekesbourne, near Canterbury. We protect the health and well-being of your pets, offering a range of services that include: diagnosing and treating sick and injured animals, advising owners on the right pet care, and providing a range of care related products for purchase.

Who to Contact regarding your Personal Data

We take your privacy very seriously. Our Data Protection Manager, Rachel looks after data protection and would be happy to answer any of your questions about this privacy notice and how Bourne Vets uses your data. Rachel can be contacted directly at Bourne Vets on 01227 832322.

The personal data we collect and process

There are 4 main ways we process the personal data you provide. We endeavour to keep this information accurate and up to date, and not keep it longer than is necessary.

1) To administer your account as a client

In order to provide our service effectively and ensure the best possible care for your pet, we need to collect and process the following personal data when we register you as a client: We will need your first and last name, address including Post Code, Phone number ( Landline & Mobile) and email address.

This personal data will be used for the following services and purposes:

  • To administer your account and provide the products and services you have requested from us, e.g.. invoicing, calling to change an appointment and to keep a record for legal and accounting purposes.
  • To inform you by email of service information about the practice, e.g.. notification of seasonal opening times or changes to out of hours availability.
  • If you have pet insurance and you wish to make a claim, we will pass on your pet’s clinical history with your name and address to your insurance company to allow them to process your claim.
  • If we take a sample from your pet, we send the sample to our laboratories and provide your pet’s id, surname and post code for identification purposes only.
  • If you decide to purchase our healthcare plan and pay by direct debit, you will also need to provide bank account details to set up and confirm your direct debit. We do not retain this information once your direct debit is confirmed.

2) To support your pets welfare

We send all our clients the following communications:

  • Reminders for pet vaccinations, arranged appointments and administering preventative healthcare treatments.
  • News information on animal welfare, like top tips for exercise and health checks you can do yourself.
  • Promotions and the latest related product offers.

Clients find these communications useful in administering care to their pets and to keep up to date with what is going on at the surgery. They are only sent to existing clients who can opt out at any time.

The personal data that we process for these communications is first name, email address and mobile phone number.

We would like our clients to enjoy these communications, so it is important to note that you can opt-out at any time by:

  • Clicking the ‘Unsubscribe’ link in any marketing communications email.
  • Calling the surgery on 01227 832322.
  • Dropping into the surgery and speaking to a member of staff.

3) To share with veterinary 3rd parties with your consent

There will be occasions where we will need to ask for your consent to share your personal data with a 3rd party:

  • If you would like your pet to be referred to a specialist veterinary surgeon, we will provide them with your pet’s clinical history with your name and address to enable them to confirm your referral appointment.
  • Should you wish to move to an alternative veterinary practice, we will provide your pet’s clinical history with your name and address to your new vets before closing your account.
  • Should you wish to microchip your pet, we register your name, address and contact number with the chip provider. Note that chipping dogs is a legal requirement and we share your personal data in this case under a legal requirement to do so.
  • Should you wish to purchase a dog tag, we will provide your name for identification and your contact number for engraving to the dog tag provider.

Bourne Vets will not pass on your personal data to any third parties without your consent unless the law requires us to do so. We will not provide any personal data to the suppliers of the medicines we administer or the pet care products we sell.

4) When you use our website:

When someone visits we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things like the number of visitors to the various parts of the website. This information is processed in a way that does not identify anyone.

We provide contact forms on our website and collect users’ personal information to help them complete certain tasks. The forms detail the information required and an explanation of what the form is for. Once an enquiry has been dealt with, the data is deleted.


In addition to the above, we use standard cookies on our website, which also collect personal information.


Cookies are small files which are sent to your web browser and stored on your computer’s hard drive to ‘remember’ who you are. The majority of web browsers accept cookies, but you can usually change the browser settings to restrict or block all cookies if you wish. However, please be aware that if you do, some functionality may be lost when you use this website.


Each time a user visits our website, web analytics software provided by a third party generates an anonymous analytics cookie. This is for statistical purposes and includes information such as IP addresses, types of browsers used to access our site, referring sites, most popular pages, path analysis, geographical and demographic information. The information collected is not linked to any personally identifiable information.


It is usually possible to stop your browser accepting cookies, or to stop it accepting cookies from a particular website. All modern browsers allow you to change your cookie settings. These settings will typically be found in the ‘options’ or ‘preferences’ menu of your browser. In order to understand these settings, the following links may be helpful, otherwise, you should use the ‘Help’ option in your browser for further details.

Click Here To Adjust Cookie Settings

Disclosure of personal data to our service providers

We may pass your personal data to service providers contracted to Bourne Vets in the course of dealing with you. They act as a data processor on our behalf and are obliged under contract to keep your details secure, and only use them to fulfil the services they provide on our behalf. When they no longer need your data to fulfil this service, they will dispose of it.

How long do we process your data for?

Bourne Vets is required to retain information in accordance with the law, such as information needed for income tax and audit purposes.

We will only process your personal data whilst you are a client.

  • After 18 months of inactivity we will email or call clients to prompt them to see if they wish to remain as a client.
  • After 2 years we will write to or call clients again.
  • After 2 years and 6 months with no activity or no response to our enquiries we will close the client’s account and archive and inactivate the data.

In order to comply with our professional liability insurance, medical history, drug sensitivity and treatment records, we keep archived data securely stored. This includes full name, email address and telephone number, but excludes bank account details. This archived data will be anonymised after 7 years.

Your rights as a data subject

  • Right of Access – you have the right to request a copy of the information that we hold about you. We will give you a description of the information that we hold, tell you why we are holding it, tell you who it could be disclosed to and let you have a copy of the information. Please note that you will need to provide proof of identity – a current passport or driving licence, and to complete an SAR, Subject Access Form, in order to obtain this information.
  • Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
  • Right to restriction of processing – where certain conditions apply you have a right to restrict processing.
  • Right of portability – you have the right to have the data we hold about you transferred to another organisation.
  • Right to object- you have the right to object to certain types of processing such as direct marketing.
  • Right to object to automated processing, including profiling- you also have the right to be subject to the legal effects of automated processing and profiling.
  • Right to judicial review – in the event that Bourne Vets refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.


We take the processing of your personal data very seriously and are here to help with any concerns that you may have. Please contact Rachel on 01227 832322 if you have any concerns.

If you are still not happy with how your personal data is being processed by us or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioners Office by calling 0303 123 1113.