Complaints Privacy & Data Retention Policy

This is an appendix to our privacy and data retention policies, which can be found here:

HOW YOU CONSENT TO US STORING YOUR PERSONAL INFORMATION

By raising a concern with us and asking us to investigate the events around your contact with Vets Now, you consent to us collecting, storing and processing your information.

INFORMATION WE MAY STORE

If you consent to us storing your personal information then we may process the following data about you on our internal system:

Information we holdWhy we store your dataData Retention
NameAddress you by the correct name and to identify your case and fully investigate your complaintWe will keep your information for 2 years after the complaint is closed
AddressTo identify your case and fully investigate your complaint. To respond in writing to your complaintWe will keep your information for 2 years after the complaint is closed
Phone numberTo communicate with you throughout the complaint processWe will keep your information for 2 years after the complaint is closed
Email addressTo communicate with you throughout the complaint processWe will keep your information for 2 years after the complaint is closed
Insurance claim information (if applicable)To assist with any outstanding queries or complaints around an insurance claimWe will keep your information for 2 years after the complaint is closed
Daytime veterinary surgery name and contact detailsTo gather all information required and to provide a full responseWe will keep your information for 2 years after the complaint is closed

DATA SHARING

We will share your personal information with the relevant clinic staff, who from time to time may be locum staff, during the complaint investigation. We only permit them to access your personal data for complaint purposes and in accordance with the Client Care team’s instructions. We may also share your personal information with our third party indemnity advisors as part of the complaint process or cremation companies if appropriate.

WE USE THE INFORMATION YOU PROVIDE US WITH TO: