Independent Veterinary Behaviour Services Ltd

 

Introduction

We are committed to protecting your personal information and maintaining your privacy. This Privacy Policy explains how Independent Veterinary Behaviour Services Ltd ("we", "us", or "our") collects, uses, stores, and protects your personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

 

Data Controller

Independent Veterinary Behaviour Services Ltd (Company Number: 17043913) is the data controller responsible for the personal data we collect and process. Our Information Commissioner's Office (ICO) registration number is ZC101306. 

You can contact us at:


Dr Nicholas Walters BVetMed MRCVS


Independent Veterinary Behaviour Services Ltd


35 Stamford New Road  

Altrincham  

Cheshire  

United Kingdom  

WA14 1EB

Email: nick@nickthebehaviourvet.co.uk


Telephone: 07429526427

 

We have not appointed a Data Protection Officer. Under Article 37 of the UK GDPR, we are not required to appoint a DPO as we are a small organisation and do not carry out processing operations that require regular and systematic monitoring of individuals on a large scale, nor do we process special categories of data on a large scale as our core activity.

 

What Information We Collect

We collect the following categories of personal data:

• Personal identification details including: full name, postal address, email address, telephone number(s), and date of birth where relevant.

• Information about your pet including breed, age, medical or behavioural history, and any other information relevant to providing behavioural services.

• Communication records including: emails, completed forms, telephone call notes, text messages, and any other correspondence between you and our practice.

• Website usage data including cookies and analytics, and audio or video recordings of consultations.

• Payment and financial information including: billing address, payment method details (though we do not store full card numbers), transaction history, and invoicing records.

 

How We Collect Your Data

Your data may be collected in the following ways:

• Directly from you via online forms, email, phone, or during consultations.

• Automatically when you use our website through cookies and tracking tools (subject to your cookie preferences). 

• Through audio or video recording during consultations only where you have provided explicit prior consent via our Recording Consent Form.

• From third parties such as veterinary practices, referral organisations, or insurance companies.

 

Cookies and Tracking on Our Website

Cookies are small text files placed on your device when you visit our website. We use both essential cookies (necessary for the website to function) and non-essential cookies (which require your consent). We use cookies to:

• Enable website functionality.

• Support analytics to understand site performance.

You can manage your cookie preferences at any time through the cookie consent banner on our website, or by adjusting your browser settings to refuse or delete cookies. If you choose to disable cookies, some website features may not function fully. We use Usercentrics to manage cookie consent preferences in accordance with the Privacy and Electronic Communications Regulations (PECR). Essential cookies (necessary for the website to function) do not require consent, while non-essential cookies (such as those used for analytics) will only be placed on your device if you consent through the cookie banner. We use privacy friendly analytics from Plausible Analytics to understand how visitors use our website. This tool does not use cookies and does not collect personal data.

 

How We Use Personal Information

Your information will be used for the following purposes, each with its own legal basis as set out in the "Legal Bases" section below:

• Provide veterinary behavioural services.

• Manage your case and maintain accurate records.

• Communicate with you regarding services.

• Process payments and administration.

• Improve service quality and website performance.

• We do not sell your personal information.

 

Legal Bases for Using Your Information 

We process your information on the following legal bases: 

• Contract: to provide our veterinary behavioural services and manage your case. 

•  Legitimate interests: where we have a legitimate business interest that does not override your rights and freedoms, including: (a) maintaining business records and archives; (b) improving our services through analysis of anonymised or aggregated data; (c) communicating with you about service-related matters; (d) fraud prevention and security; and (e) defending legal claims. We have conducted a Legitimate Interests Assessment (LIA) for these processing activities, which is available on request. 

• Legal obligation: to meet legal and regulatory requirements including record keeping and responding to lawful requests.

• Consent: where you have given clear, informed, and freely given consent for optional activities such as: (a) receiving marketing communications; (b) audio or video recording of consultations; (c) use of identifiable case material, images, video, or audio recordings for research, training, promotional, or publication purposes. Your consent must be given through a clear affirmative action (such as ticking an opt-in box or signing a consent form) and you will be informed of your right to withdraw consent at the time consent is requested. You can withdraw consent at any time by contacting us in writing, and withdrawal will take effect from that point forward without affecting the lawfulness of processing based on consent before its withdrawal.

 

Marketing 

We may ask if you would like to receive updates about our services or resources, or if you consent to us using images, video, or audio recordings of your pet for promotional or marketing purposes. We will only send marketing communications or use such materials if you have opted in, and you can opt out at any time by contacting us or using the unsubscribe option where available. Separate consent for use of images or recordings is requested via our Media Consent Form.

 

 

Sharing Your Personal Data

We may share your data with:

• Data processors including digital platforms, cloud-based transcription services, and AI tools used to generate clinical notes and deliver services securely. Details of the specific tools and processors we use are available on request.

• Veterinary professionals, insurance companies, or other referral providers when necessary for your pet’s care or to process insurance claims.

• Financial or debt recovery services where necessary.

• Legal or regulatory authorities if required by law.

 

International Data Transfers

Some of the digital services we use may store or process information outside the UK. When this happens, we ensure that appropriate safeguards are in place in accordance with UK GDPR Chapter V requirements. This includes using approved legal mechanisms such as the UK's International Data Transfer Agreement (IDTA), International Data Transfer Addendum to the EU Standard Contractual Clauses, or transferring data only to countries that the UK has recognised as providing adequate data protection. We conduct transfer impact assessments where required. You can request more details about these safeguards at any time.

 

How Long We Keep Your Data

We retain personal data for a minimum of six years. Behavioural case records are also stored for six years after your last date of service. After this period all information is securely deleted. In some cases we may need to retain information for longer where: (a) required by law (such as regulatory or professional body requirements); (b) necessary for the establishment, exercise or defence of legal claims; or (c) you have specifically requested continued retention of your records. We will inform you if we intend to retain your data beyond the standard retention period and the reasons for doing so.

 

Security

We implement appropriate technical and organisational measures to protect your information in accordance with UK GDPR requirements. Electronic data is encrypted and stored on password-protected systems with restricted access controls. Manual records are kept in secure, locked storage with access limited to authorised personnel only.

 

Your Data Protection Rights

Under the UK GDPR and Data Protection Act 2018, you have the right to:

• Access the information we hold about you.

• Request correction of inaccurate data.

• Request deletion or limit processing in certain circumstances.

• Object to processing.

• Request data portability.

• You may withdraw your consent for any optional uses of your information, such as marketing or identifiable case material (including images, video, or audio recordings), at any time by contacting us in writing. Withdrawal of consent will only affect future use and will not affect: (a) data that has been properly anonymised in accordance with UK GDPR standards such that you can no longer be identified, or (b) materials, research, case studies, or publications that have already been completed, published, or distributed prior to your withdrawal. This does not affect data we must process to provide our services, maintain records, or meet legal requirements.

 

Withholding Information

You may choose not to provide certain information. However, some services may not be possible without essential data.

 

Access Requests

You may make a subject access request for the information we hold about you by contacting us directly. We will respond within one month of receiving your request, though this may be extended by up to two additional months where requests are complex or numerous. We will inform you of any such extension within one month of receiving your request.

 

External Links

Our website may link to external sites. We are not responsible for the privacy practices or content of external websites. We recommend reviewing the privacy policies of any external sites you visit.

 

Social Media

Interactions through social media platforms are subject to this privacy policy. We encourage sensible and cautious sharing of personal information online.

 

Complaints

If you have concerns about how your data is handled please contact us first so we can address your concerns. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection. Contact details: ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF; Telephone: 0303 123 1113; Website: www.ico.org.uk.

 

Business Ownership Changes

If the business is sold or restructured, your personal data may be transferred to a new owner as part of the business assets. The new owner will be required to process your personal data in accordance with this privacy policy and applicable data protection laws. Where required by law, we will notify you of any such transfer and of your rights in relation to it.

 

Updates to This Policy

We may update this policy periodically to reflect changes in our practices or legal requirements. Where changes materially affect your rights or how we process your personal data, we will notify you by email and, where required by law, obtain your consent. The latest version will always be available on our website with the date of last revision clearly indicated. 

 

Contacting Us

For questions, data requests, or concerns about privacy please contact us at:

Dr Nicholas Walters BVetMed MRCVS


Independent Veterinary Behaviour Services Ltd


35 Stamford New Road  

Altrincham  

Cheshire  

United Kingdom  

WA14 1EB


Email: nick@nickthebehaviourvet.co.uk
Telephone: 07429526427

 

Last updated: March 2026​