Privacy Policy

This privacy notice tells you how Mulberry House Vets will collect and process your personal data if you register as a client, purchase our services and products, and use our website. We take your privacy seriously and are committed to ensuring any personal data is carefully protected.   If you have any questions or concerns about our use of your personal information, please contact our Data Protection Officer Sharon Tongue by phoning the practice on 0118 4028822 or emailing


The information we collect:

When you register with us as a client, we will collect personal data about you which is relevant to us performing our professional duties.
This can include but is not limited to:

  • Name and title
  • Address
  • Email address
  • Phone numbers (home, work, mobile)


Where we store your data:

Mulberry House Vets Ltd stores your personal data on our Practice Management Software System.  It is only accessed by a Third Party for software support, repair or recovery. If you register with us online your details are collected via MailChimp but access is restricted to Mulberry House Vets Ltd only.


How long we store your data for:

Mulberry House Vets Ltd is required to retain information in accordance with the law, such as information needed for income tax and audit purposes.

In order to comply with our professional liability insurance, we keep and securely store past clients records for seven years. This includes full name, address, email address and telephone number, but excludes bank account details.


How we use your data:

  1. Administration of your client account

To administer your account and provide the products and services you have requested from us e.g. Invoicing, calling to change an appointment, keeping a record for accounting and legal purposes.

Processing pet insurance claims:  We will pass on your pet’s clinical history with your name and address to your insurance company to allow them to process your claim.

Laboratory samples:  If we take a sample from your pet e.g. blood, urine, faeces or swab, we send the sample to our external laboratory and provide your surname and address for identification purposes only.

Cremation services: If you choose to have a deceased pet individually cremated, we will provide your name and telephone number to the crematorium so they can contact you to discuss their services.

The Mulberry Plan: If you decide to subscribe to our preventative healthcare plan and pay by direct debit, you will also need to provide bank account details to set up and confirm your direct debit. We do not retain this information once your direct debit is confirmed.

Debt Collection Agency: If you have outstanding debt with us and you have not responded to our communications for payment, we will send your details to our debt collection agency to recover the funds that you owe us.

    2. To send you communications as a client of our practice.

       We send all our clients the following marketing communications:

  • Reminders for appointments, vaccinations and administering preventative healthcare treatments.
  • Practice news, updates, promotions and useful information.

Clients find these communications useful in administering care to their pets and to keep up to date with what is going on at the practice.  You can opt-out at any time by:

  • Clicking the Unsubscribe link in an email or replying STOP to a text message.
  • Phoning our team at the practice on 0118 4028822.
  • Visiting the practice and speaking to a member of our team.

    3.  To share with veterinary related 3rd parties WITH your consent.

There will be occasions where we will need to ask for your consent to share your personal data with a 3rd party:

  • Referral of your pet to a specialist veterinary surgeon.  We will provide the referral vet with your name, address and contact details to enable them to confirm your referral appointment.  We will also provide your pet’s clinical history so they have all the relevant information to look after your pet.
  • If your pet needs to visit our out of hours emergency service provider MiNightVet, they will be able to access your pet’s clinical history from our practice management software. They will identify this information using your surname and address.
  • Should you wish to move your pet’s care to an alternative veterinary surgery, we will provide your pet’s clinical history with your name and address to your new vets before closing your account.
  • If you choose to have your pet microchipped, we register your name, address and contact number with the microchip provider. Note that microchipping of dogs is a legal requirement and we share your personal data in this case under a legal obligation to do so.

Mulberry House Vets will not pass on your personal data to any third parties without your consent unless the law requires us to do so.

    4.  When you visit our website 

Our website uses Cookies to enhance user experience. Cookies are small files saved to the hard drive of the user’s device, which track, save and store information regarding the user’s interactions and usage of the website. This enables the website, through its server, to produce a more tailored experience for site users, to make our website work more efficiently and to promote our news, products and services on social media.  You may choose to set your web browser to refuse cookies but please note that some parts of the website may not function properly.  Please visit  to find out how you can manage your cookie settings.

We provide contact forms on our website and collect users’ personal information to help them complete certain tasks. Each form details the information required and an explanation of what the form is for.  This website endeavours to ensure a safe and secure form to email submission procedure but visitors using these forms do so at their own risk.


External Website Links

Even though this website seeks to provide quality, safe and relevant external links, users ought to apply a policy of caution before following any external web links from this website. Such links are followed at the user’s own risk.

The website owners can neither guarantee nor verify the contents of any externally linked website despite their very best efforts. The website owners cannot be held liable for any damages or implications as a result of visiting any external links mentioned.

We encourage you to be cautions and to read the privacy statements of each and every website that collects your information.


Your rights as the data subject

The General Data Protection Regulation grants all data subjects the following rights without charge. These include the right to:

  • Fair processing of information and transparency over how we use your use Personal Information;
  • Access your Personal Information and to certain other supplementary information that this Privacy Notice is already designed to address;
  • Require us to correct any mistakes in your information which we hold;
  • Require the erasure of Personal Information concerning you in certain situations;
  • Receive the Personal Information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations;
  • Object at any time to processing of Personal Information concerning you for direct marketing;
  • Object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you;
  • Object in certain other situations to our continued processing of your Personal Information;
  • Otherwise restrict our processing of your Personal Information in certain circumstances.

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.


Changes to this privacy policy

Mulberry House Vets has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage users to frequently check this page for any changes and to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.


Your acceptance of these terms

By using this website, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our website. Your continued use of the website following the posting of changes to this policy will be deemed your acceptance of those changes.



We take the processing of your personal data very seriously and are here to help with any concerns you may have. Please contact the Data Protection Manager Sharon Tongue by email or by phone 0118 4028822

If you are still not happy with how your personal data is being processed by Mulberry House Vets or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioners Office at or by calling 0303 123 1113.


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