Privacy Policy

Updated: 27 April 2024

Privacy notice for Clients of Grace Lane Veterinary Surgery

Grace Lane Vets and our Data Protection Officer, can be contacted via telephone on 01751 432777 or via email at

As a practice we adhere closely to data protection laws. For our records we will take note of some personal information about yourself and your animal(s). This data will include your name, address, email address, contact telephone numbers and details about your animal(s). We will collect it only from you, and store it securely to use when you need us.

How we use your data

We use your data to identify you and your animal, and to build a medical and preventative healthcare record for your animal to best ensure their wellbeing.

We never share your data with third parties without your animal’s healthcare being the reason behind it. To ensure your pet’s wellbeing, we send out:

  • Vaccination reminders by post (details shared with an external printing company) or by email, as you prefer
  • If your pet needs to be referred to a different vets, or moves on to a new vet, we will share your animal’s full medical history with them upon their request, Including diagnostic results such as lab results or radiographs
  • Insurance claims must also be accompanied by your animal’s full medical history. Failure to do so may affect your claim.
  • There are a few exceptions when we may release some of your personal information, these include; If we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings.

All of this processing requires your name and address as well as your animal’s details as identification, but falls within the lawful basis of ‘Legitimate interests’ under the data protection laws.

We do not send out marketing communications.

How we look after your data

We will never give your details to other third parties not listed above without your express permission.

  • We may monitor and record communications with you (including phone conversations and emails) for quality assurance and compliance.
  • We never store your payment details electronically.
  • All clinical records, including radiographic images and similar documents relating your pet are the property Grace Lane Vets, however you as our client are entitled to have access to any and all of the records we hold regarding you and your animal. If you require copies of any clinical notes, test results or digital x-ray images please do not hesitate to ask a member of staff.
  • We do not keep your paper data for more than 7 years, and if your account becomes inactive (you no longer have any animals under our care) we can ‘forget’ your data upon request (as it does not always come to our attention that an account has become inactive since it sometimes relies upon you informing us of the loss or change of ownership of an animal)
  • You have the right at any time to see, delete or anonymise your records, as long as all outstanding monies are settled.
  • You retain your right to lodge a complaint with a supervisory authority should you need to.


We hope that you will never have cause to complain about our staff, or the standard of care that we provide your pets.

However, should you have any concerns at all, please speak to the practice manager or one of the veterinary surgeons. Most problems should be able to be resolved.

More serious complaints must be addressed, in writing, to one of the practice partners, John Whitwell or Stephen Hudson, who will then fully investigate the complaint and respond to you within 14 days.

If you are not happy with the way that our team handle a complaint regarding the professional conduct of one of our Veterinary Surgeons, or Registered Veterinary Nurses, then you may contact the Royal College of Veterinary Surgeons Professional Conduct Department.