Privacy Policy

Privacy Policy:

Sandhole Veterinary Centre is committed to protecting and respecting your privacy. This policy (together with our Terms and Conditions and any other documents referred to in 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. Your consent by using our Website, registering with us and by using our Veterinary services you understand and agree that personal information you provide will be held on a Practice Manager System database called RX Works. As we required this data to treat your animals and for legal reasons and it is necessary for the performance of the contract with you we consider (under section 3, article 6 of the GDPR regulations) that formal, written consent is not required to record this data.

What information do we collect and why?

When you register your pet either at Sandhole Veterinary Centre or via our online web form you will be asked for some essential information including your title, first name, surname, postal address, email address, telephone and if applicable payment information. You may also be requested to give your details for other reasons. These details are collected either in person, by telephone or online, to help us:

  • Register your details as a new client or update your details if they change
  • Register your pet (s) on our system
  • Register your pet on health plans (Healthy Pet Club or Friends and Family Plan)
  • Make appointments
  • Process the fees due for any treatment
  • Contact you about your pet, your account or credit status where required;
  • Ask you to complete client satisfaction surveys to offer the best service we can
  • Let you know about any changes to our services
  • Contact you to advise when your pet(s) need timely treatments in the best interests in their health
  • We will also automatically collect data such as dates and times of your visits to the Website.

Who may we sometimes share your data with

  • Other vet practices including referral centres for the animal’s medical care in the future
  • Insurance companies who request a pet’s medical records to process an insurance claim
  • Financial and personal data to agencies assisting us with unpaid debt.
  • External Laboratories
  • Our Care Plan provider whom processes direct debit information for our Health Care Plans.
  • Our waste contractor for shredding
  • Local florist for delivery of flowers

The data controller will ensure we have contracts with the above companies which confirm that your data will be processed following GDPR regulations.

How we protect your information

Your data is stored securely on our servers at both sites. Our IT systems are regularly reviewed and updated to the latest version of windows. Software is updated daily as required. We have a firewall in place and we have cloud based antivirus/security software that will contact us immediately if there is any breach.

We endeavour to keep your data up to date and accurate - our system will ask us to data check your data every 6 months. Please help us keep your data up to date by contacting us if there are any changes. We have in place strict security procedures for the storage and disclosure of your information to prevent unauthorised access.

Protecting your security

Any data no longer required will be deleted or destroyed securely and confidentially.

Statement on the use and disclosure of Personal Data

We may send you SMS, post or emails to contact you about treatments we consider your pet (s) may require in the best interests of their health, for example vaccination reminders. We may also send you health care advice for your pet(s). We consider the above communication vital to maintaining the health of your pet(s) and that it is required for us to offer the high level service we strive for. We therefore do not considering necessary to ask you to opt in to such communications. We will not pass your data onto third parties. You can also exercise your right not to receive these communications at any time by contacting us on 01634 242502 or e-mailing [email protected].

How we use Cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse anonymous web traffic, improves your browsing experience both in personalised content and speed. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for anonymous statistical analysis purposes.


You have a right to access the personal data about you that is held by us. To obtain a copy of the personal information please apply in writing to the practice. The request will be passed onto our data controller and will be made available within 30 days.

You also have a right to request we delete your data. As your data has to be kept by us for legal reasons we would consult our professional advisers regards any legal requirements to keep any data and inform you of their decision. Legally we have 30 days to exercise this.

CCTV and Audio recording

At Sandhole we are dedicated to the improvement of clinical and customer care.  We digitally record images and audi to assist with the staff training and for the safety of pets, clients and staff and the monitoring of security of premises.  For more information please read our CCTV policy

Changes to our Privacy Policy

Any changes we may make to our Privacy Policy in the future will be posted on this page and, where appropriate, notified to you by email.

CCTV Policy

Sandhole Veterinary Centre uses closed circuit television(CCTV) images to provide a safe and secure environment for our team, clients, contractors and suppliers, and also to protect our property.

This policy sets out the use and management of the CCTV equipment and images in compliance with the CCTV Code of Practice.

Purposes of CCTV

The purposes of the Surgery installing and using CCTV include:

To ensure the safety of clients, pets and staff

To monitor the security of the business premises

Location of cameras

Cameras are located at strategic points throughout the practice, principally in reception and the car park. We have positioned the cameras so that they only cover communal or public areas on the practice premises and they have been sited so that they provide clear images. No camera focuses, or will focus, on toilets.

All cameras are clearly visible.

Appropriate signs are prominently displayed so that the team, clients, and other visitors are aware they are entering an area covered by CCTV. 

Recording and retention of audio and images

Images produced by the CCTV equipment are intended to be as clear as possible so that they are effective for the purposes set out above. Maintenance checks of the equipment are undertaken on a regular basis to ensure it is working properly and that the media is producing high quality images.

Images are recorded in constant real-time (24 hours a day throughout the year).

As the recording system records digital images, any CCTV images that are held on a server are deleted and overwritten on a recycling basis and, in any event, are not held for more than four weeks.

Images that are stored on, or transferred on to, removable media such as CDs are erased or destroyed once the purpose of the recording is no longer relevant. In normal circumstances, this will be a period of six weeks. However, where a law enforcement agency is investigating a crime, images may need to be retained for a longer period.

Access to and disclosure of audio and images

Access to, and disclosure of, images recorded on CCTV is restricted. This ensures that the rights of individuals are retained. Images can only be disclosed in accordance with the purposes for which they were originally collected. 

The images that are filmed are recorded centrally and held in a secure location. Access to recorded images is restricted to the operators of the CCTV system and to those line managers who are authorised to view them in accordance with the purposes of the system. Viewing of recorded images will take place in a restricted area to which other team members will not have access when viewing is occurring.

If media on which images are recorded are removed for viewing purposes, this will be documented.

Disclosure of images to other third parties will only be made in accordance with the purposes for which the system is used and will be limited to:

The police and other law enforcement agencies, where the images recorded could assist in the prevention or detection of a crime or the identification and prosecution of an offender or the identification of a victim or witness.
Prosecution agencies, such as the Crown Prosecution Service.
Relevant legal representatives.

The Directors of the Practice are the only persons who are permitted to authorise disclosure of images to external third parties such as law enforcement agencies.

All requests for disclosure and access to images will be documented, including the date of the disclosure, to whom the images have been provided and the reasons why they are required. If disclosure is denied, the reason will be recorded.

Individuals’ access rights

You have the right on request to receive a copy of the personal data that the Surgery holds about you, including audio and CCTV images if you are recognisable from the image. 

If you wish to access any audio or CCTV images relating to you, you must make a written request to the Practice. Your request must include the date and approximate time when the images were recorded and the location of the CCTV camera, so that the images can be easily located, and your identity can be established as the person in the images. We will respond promptly and in any case within 30 calendar days of receiving the request. 

We will first determine whether disclosure of your images will reveal third party information as you have no right to access CCTV images relating to other people. In this case, the images of third parties may need to be obscured if it would otherwise involve an unfair intrusion into their privacy.

If we are unable to comply with your request because access could prejudice the prevention or detection of crime or the apprehension or prosecution of offenders, you will be advised accordingly.


The Directors are responsible for the implementation of and compliance with this policy and the operation of the CCTV system and they will conduct a regular review of our use of CCTV.  Any complaints or enquiries about the operation of our CCTV system should be emailed to [email protected]