Terms and Conditions, GDPR , Privacy and complaints 

TERMS AND CONDITIONS

Please click on the link here to read our general terms and conditions

GDPR

The new data protection regulations (GDPR) have now come into force and this has changed the way that most companies hold and process your data/information. If you would like to read all about it ( and let's face it who wouldn't !!) you can click here to access our document that tells you what you can expect from us and how we treat your data and who we share it with ( generally we don't unless you want us to !) click here for all the info you need.

PRIVACY POLICY

Coombefield Veterinary Hospital as part of Independent Vetcare Ltd ("We") are committed to protecting and respecting your privacy.

This policy (together with our terms of use and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By engaging with our Practices to provide veterinary services or visiting www.independentvetcare.co.uk, you are accepting and consenting to the practices described in this policy.

For the purpose of the EU General Data Protection Regulation 2016/679, the data controller is Independent Vetcare Ltd of The Chocolate Factory, Keynsham, Bristol BS31 2AU.

Information categories we may use

We may collect and process the following data about you:

  • your name
  • your address
  • your e-mail address
  • your phone number
  • your financial information, including bank details and insurance information
  • your personal description
  • your photograph

 

  • ?Information you give us. You may give us information about you by filling in forms on our website www.coombefieldvets.co.uk (our website) or by corresponding with us by phone, e-mail, face to face in a practice or surgery, or otherwise. This includes information you provide when you engage us to provide the services described in our Terms and Conditions, register to use our website, subscribe to our service, participate in discussion boards or other social media functions on our website, enter a competition, promotion or survey and when you report a problem with our website
  • Information we collect about you. With regard to each of your visits to our website we may automatically collect the following information:
    • Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
    • Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time); page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our office.
    • Information about the browser (type, version, screen size, etc.), basic information about the user (IP address, language, time zone) and data containing mouse movements, clicks, scroll events and keystrokes are sent to Mouseflow. No personal data is sent, and no data is ever shared between websites. The script does not use third-party cookies. No data is shared with third parties, except for highly summarised data gathered across all Mouseflow accounts, e.g. usage share of browsers, average screen size, etc. Keystrokes from password fields and fields marked as “sensitive” are never recorded or sent over the network. You can opt out of Mouseflow by clicking here.
       
  • Information we receive from other sources. We may receive information about you if you use any of the other websites we operate or the other services we provide.

We may collect and process the following data about you:

  • your name
  • your address
  • your e-mail address
  • your phone number
  • your financial information, including bank details and insurance information
  • your personal description
  • your photograph

In this case we will have informed you when we collected that data that it may be shared internally and combined with data collected on this website. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them. We may also receive information about you when your pet is referred to us from another practice.

How we use your information

We process your data to provide the services and products defined in our Terms and Conditions. Our legal basis for processing this data falls into one of the following categories:

  • To enable us to form a contract with you to provide services
  • To serve our legitimate business interests – such as processing a payment or sending you a vaccine reminder
  • Where we have your consent – such as for marketing (see the GDPR specific link for more details)

We may share the information about you defined above with certain third parties, to enable us to provide the products and services defined in our Terms and Conditions. These include payment processors, insurers, debt recovery agencies, referrals to other vets or specialist clinics and labs or other providers who support us in providing services to your pet.

We will retain information about you for as long as we have a legitimate business interest to do so. After this your information will be securely destroyed where possible or at least anonymised where destruction is technically impossible.

Securing your information

We understand the importance of keeping your information safe and secure, and we use a range of technical and organisational measures to achieve this. We only allow access to your information to those who have a legitimate business need to do so, and under strict confidentiality. We have processes in place to deal with potential breaches to information security, and these include communication to you and our regulators where we are legally required to do so.

Your rights

Under the GDPR you have the following rights over your information:

  • To fair processing by us of your information – we have to be clear and transparent about what we do with your information.
  • To access, correct, update, or request that we stop processing or delete your information. To exercise these rights please contact us via your practice.
  • To opt out of marketing communication – please see the GDPR page on how to do this and the categories of communication we use.
  • To withdraw your consent for processing where we rely on your consent to process your information.
  • To complain about our collection and processing of your information – you can do this via the ICO at the following link www.ico.org.uk/concerns

If you contact us to exercise any of these rights we may ask for information about you to positively identify you and verify your request is valid.

You can contact us at [email protected]

 

Complaints Policy of Coombefield Veterinary Hospital

Our complaints policy and Client Feedback

Our aim is to provide you and your pet with the best possible service and care. Please let us have your feedback, comments and suggestions so we can endeavour to improve and make our service more suited to your needs. Our local teams of Vets, Nurses, Receptionists and Practice Managers will take your comments seriously and will want to know how we can help.

Complaints:

If you have encountered any problems with our services, please let us know

· In the first instance, tell the person in charge of your pet’s care – they may be able to resolve your concern there and then

· If they are unavailable, please discuss your concerns with any member of our team who will only be too happy to help – we would much rather talk to you about it now

· Alternatively, you are welcome to write to us. Please address all correspondence to our Practice Manager or Clinical Director. It would be helpful to provide the following information:

 

  • Your name, address and convenient contact telephone and email
  • The name of your pet
  • The date on which you last attended the clinic
  • A brief description of your concerns
  • A summary of what in your opinion we can do to best deal with your concerns

 

· In general, if you have a concern, it is best to raise it as soon as possible – this will make it easier for us to investigate and resolve any matters, which are still ongoing

· If any of our staff were involved, it would be helpful if you can provide us with their names

· In the event your complaint relating to an Out of Hours service or a Referral treatment that was not provided by our staff we would ask you to firstly direct the complaint to the relevant service provider. If you are not sure whether or not this was the case please ask any of the practice staff and we can quickly clarify to whom the complaint should be directed. We would also appreciate it if you could keep us updated the outcome.

  • If your complaint is related to the provision of interest free credit please approach the providers - Care Free Credit - directly. Contact details are available on their website www.carefreecredit.co.uk.

 

 

We will treat any point you raise in confidentiality. Upon receiving your letter, we will aim to contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able.

In normal circumstances, we would aim to have addressed your complaint within 14 days of receiving it.

 

Escalation:

  1. If you are not satisfied with the outcome of this process, you may raise your concern with our central team by emailing [email protected]. Your email will be redirected to the appropriate individual

 

  1. Alternatively you may contact the Veterinary Client Mediation Service, www.vetmediation.co.uk

 

 

General Feedback:

If you have any general comments please:

Email the practice email address (usually found in our contact page on the website)

Alternatively write to the Practice either via post or hand in to reception.

Thank you for taking the time to give us your thoughts.

Coombe LaneAxminsterDevonEX13 5AX01297 630500find us
Manor RoadSeatonDevonEX12 2AQ01297 24896find us