Privacy Policy

Links Veterinary Group is a trading name of Independent Vetcare Limited, The Chocolate Factory, Keynsham, Bristol BS31 2AU.  We are committed to protecting and respecting your privacy and this Privacy Notice explains:

  • The types of data we collect about you
  • How we use it
  • Your rights regarding your data

By engaging our veterinary services or using our website you are accepting the terms of this Privacy Notice.



The law on data protection sets out a number of different reasons for which a business may collect and process your personal data, including:


We need your personal data in order to be able to perform our services as your veterinary surgeons.


In certain circumstances we will process your data with your consent.

For example:

  • If you opt-in we will send you communications about:
  • Health care advice relating to your pet’s health condition, age or species
  • Local disease outbreak alerts
  • Changes to our services

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

For example:

  • To remind you of an appointment you have booked
  • To remind you that regular treatments or health care appointments are due to be booked
  • To take, process and pursue payment for the services we have provided


  • When you register your pet at one of our surgeries
  • When you register for our health care plan
  • When you make a payment
  • When you register on our website for a Free Initial Health Check
  • When you request a Repeat Prescription via our website
  • When you make an appointment
  • When you contact one of our surgeries with a query
  • When you engage with us on social media
  • When you enter a competition or prize draw
  • When you register for Four Weeks Free Pet Insurance with Petplan
  • When your pet is microchipped


When you register your pet with one of our surgeries:

Full name, address, telephone number(s), email address and your contact preferences. If you give us the contact details of a third party that we are to contact if you are not available, we record these details if you have their consent for us to do this.

When you interact with us:

If you contact us with a query or complaint we keep a record of the details of the conversation and how it was resolved.

When you register for our health care plan:

If you register for Links Health Care Plan we will collect your name, address, telephone number(s) and email address and payment details

When you make a payment to us


We use your data in order to provide a professional veterinary service to you and your pets, in order to help keep your pets healthy and to treat them if they become ill or injured.

We do the following as part of our contractual obligation and legitimate interest when providing veterinary services:

  • To register your pets with our practice and enable us to associate your pet’s health records with you as the owner.
  • To book appointments for your pets with one of our own team or visiting consultants and specialists.
  • To refer your pet to third party specialists or when they are referred to us your own family vet..
For example:

  • When samples are sent to a laboratory
  • When scans are sent to specialists for expert interpretation
When there is a need to involve a third party health care services provider in the interests of your pet’s health.
  • To remind you that your pet has a forthcoming appointment.
  • To inform you that your pet is due to have a preventative health care appointment.
For example:

  • Annual booster vaccination reminder
  • Invitation to free nurse clinics
  • Reminder of legal obligation to have dogs microchipped by the age of eight weeks
  • To alert you to any local disease outbreaks, changes to our service provision or to provide health care advice relevant for your pet’s health condition, age or species.
  • To respond to your queries, refund requests and complaints. We will keep a record of our correspondence to demonstrate what was discussed and how it was resolved.
  • To process your request for a repeat prescription.
  • To process your request via our website for a free initial health check.
  • To contact you following your first visit to the practice to ensure that you were happy with the service you received and to answer any unanswered health care questions or concerns you may have.
  • To process insurance claims on your behalf
  • To register your pet’s details on the national microchip database
  • To process the payments for our services that we have provided to you.
  • To obtain payment for unpaid debts. If you fail to pay your bills we may pass your details to a debt recovery agent. This will include your name, address, phone numbers, email address and details of the outstanding fees due.
  • To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message.

With your consent we would like to:

Contact you by email and SMS with:

  • Health care advice relevant for your pet’s health condition, age and species
  • Information about changes to our services
  • Details of offers and savings available to you
  • To administer competitions and prize draws
  • To respond to your comments on social media on the basis of your consent given at the time of entering or making contact
You are free to opt out of being contacted by us at any time (see section below)


We will keep your personal data only for as long as it is necessary to provide our services to you and to meet our legal and contractual obligations.

At the end of the period your data will be deleted or anonymised.

The following will be kept for the period that you are a client of the practice, plus 7 years:
  • Contact details
  • Fees incurred and treatments and products purchased
  • Fees paid and any fees outstanding
  • Insurance Claims Forms
  • Consent to Surgery Forms
    Laboratory reports
  • Health Care Plan Direct Debit Mandate


We do not share your data with any third parties for their own purposes; marketing or otherwise.

Contractual Obligations and Legitimate Business Interests

In order to carry out our contractual obligations and our legitimate businesses interests, we will need to share your data with third parties from time to time.  

For example:

  • Your contact details with our practice management service provider in order to keep client and patient records, and to provide you with appointment reminders, and reminders that it is time to book preventative health care appointments
  • Your contact details with our communications partner in order to send you reminders that preventative health care appointments are due or prescriptions are ready for collection
  • Your contact details and bank account details with our health care plan provider in order that they can collect your monthly direct debit if you register for our health care plan
  • Specialist veterinary health care service providers such as veterinary hospitals or laboratories
  • Your contact details with the microchip national database
  • Your contact details with Petplan when you register for Four Weeks Free Pet Insurance
Transferring your Pet’s Records:

If you leave the area and register with a new veterinary practice that is local to you they will ask us to provide a copy of your pet’s records. Your own contact details and a record of interactions between you and the surgery will be associated with your pet’s records. We will only provide your pet’s records (and your associated data) after first obtaining your consent.

Legal Obligations

We may be required to disclose personal data to the police or other law enforcement agencies.


You have the right to access the data we hold about you, to have it updated or deleted. However, please bear in mind that without some personal details we would be unable to provide veterinary services.

For example:

  • Without your contact details we cannot remind you that your pet’s booster is due and cannot carry out our role to provide preventative health care.
  • Without payment details we cannot enrol you onto the money saving health care plan.
You have the right to request:

  • Access to your personal data that we hold
  • To have your details amended if they are out of date or incorrect
  • That we don’t contact you for marketing purposes, or to specify the ways in which we do contact you for marketing purposes
  • To withdraw previously given consent at any time
Accessing your data:

If you would like to have a copy of your data please put your request in writing to The Practice Manager, Links Veterinary Group, Haldane Avenue, Alderston Field , Haddington, EH41 3NQ, or by email to This email address is being protected from spambots. You need JavaScript enabled to view it..

To request that your information be amended please contact our reception team on 01620 822262.

Withdrawing consent

Where you have given your consent for us to process your data you are free to withdraw that consent at any time. To remove consent to receive email communications click on ‘unsubscribe’ in any of our emails, or contact our reception team on 01620 822262. To remove consent to be sent SMS messages call 01620 822262.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.


If you are unhappy with how your data has been handled you can raise this with the regulator by calling 0303 123 1113.

Information About On-Line Visitors
You can visit our website without telling us who you are or revealing any information about yourself. Our web servers collect the domain names, not the e-mail addresses, of visitors. In general, we gather information about users of the Site collectively in order to determine, for example, which areas users access more frequently. This information helps us to determine what is most beneficial for our users, and how we can continually create a better overall experience for our users by improving the content of the Site.

There is a technology called "cookies" which is an element of data that a Web site can send to your browser which may then store on your system. Some Site pages use cookies so that we can better serve you when you return to our Site. You can set your browser to notify you when you receive a cookie, giving the chance to decide whether to accept it.