Privacy Policy
Last updated: Jan 2026
Forest Gate Vets Ltd (“we”, “us”, “our”) is an independent veterinary practice. We are committed to protecting and respecting your privacy and handling your personal data transparently and securely.
This Privacy Policy explains how we collect, use, store, and protect personal data when you use our website or contact us online, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, and in line with RCVS guidance on confidentiality and data protection.
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## 1. Who We Are
Practice name: Forest Gate Vets Ltd
Email:hello@robinsonvets.com
If you have any questions about this Privacy Policy or how we handle your data, please contact us using the details above.
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## 2. Our Commitment as an RCVS-Registered Practice
As an RCVS-registered veterinary practice, we are committed to maintaining client confidentiality and safeguarding personal information. We only collect and use personal data where it is relevant, necessary, and lawful, and we ensure that access to personal data is limited to authorised staff members only.
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## 3. Personal Data We Collect
### a) Information you provide to us
When you use our website, contact us, or book an appointment online, we may collect:
Your name
Email address
Telephone number
Pet name and basic pet details (where relevant to booking)
Information provided in enquiry or booking forms
### b) Technical information
When you visit our website, we may automatically collect:
IP address
Browser type and device information
Pages visited and interactions with the website
Date and time of visits
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## 4. Online Booking – Lupa
Our website uses Lupa, a third-party online booking system, to allow clients to request or book appointments online.
When you use the Lupa booking system:
The personal data you enter is collected directly by Lupa on our behalf
This data is used solely for managing appointments and providing veterinary services
Lupa acts as a data processor, and Forest Gate Vets Ltd remains the data controller
Lupa is required to process your data securely and in compliance with UK GDPR. We recommend reviewing Lupa’s own privacy information for further details on how they handle data.
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## 5. How We Use Your Personal Data
We use personal data for the following purposes:
Responding to enquiries and appointment requests
Managing bookings and providing veterinary care
Communicating with clients about their pets’ care
Improving our website and services
Meeting legal, regulatory, and RCVS obligations
We do not use your data for unsolicited marketing.
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## 6. Lawful Bases for Processing
We process personal data under the following lawful bases:
Consent – when you submit an enquiry or booking request
Contract – when processing is necessary to provide veterinary services
Legal obligation – to comply with legal, regulatory, or professional requirements
Legitimate interests – for the day-to-day running of our independent practice, where your rights are not overridden
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## 7. How We Store and Protect Your Data
We take data security seriously and use appropriate technical and organisational measures, including:
Secure IT systems and password protection
Limited staff access to personal data
Secure handling of electronic and paper records
Personal data is retained only for as long as necessary, in line with legal requirements and RCVS guidance.
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## 8. Sharing Your Personal Data
We do not sell or rent personal data.
We may share data only where necessary, including with:
IT and website service providers
Lupa (online booking provider)
Professional advisers (e.g. accountants or legal advisers)
Regulatory authorities, insurers, or law enforcement bodies where required
All third parties are required to handle your data securely and lawfully.
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## 9. Cookies
Our website uses cookies to ensure it functions correctly and to improve user experience.
Cookies may be used to:
Analyse website usage
Remember basic user preferences
You can control cookies through your browser settings. For more information, please see our Cookie Policy.
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## 10. Your Rights Under UK GDPR
You have the right to:
Request access to your personal data
Request correction of inaccurate or incomplete data
Request erasure of your data (where applicable)
Restrict or object to processing
Request data portability
Withdraw consent at any time where consent is the lawful basis
To exercise any of these rights, please contact us using the details in section 1.
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## 11. Complaints
If you have concerns about how we handle your personal data, please contact us first so we can try to resolve the issue.
You also have the right to complain to the Information Commissioner’s Office (ICO):
Website: [[https://www.ico.org.uk](https://www.ico.org.uk]https://www.ico.org.uk](https://www.ico.org.uk)
Telephone: 0303 123 1113
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## 12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in law, guidance, or our practice. Any updates will be published on this page.