How Ashley Vet Centre uses your personal information

Top 6 Data Privacy Principles we comply with at Ashley Vet Centre

• We use your personal data as agreed in our terms and conditions when you signed up and
the details contained in this privacy notice
• We protect your personal data from data loss and cyber risk
• We do not share your data outside of the EEA
• We make sure that you can contact us to manage, amend and modify your personal data
held by us, and will gain your consent for any data processing activity that is not included in
our agreement with you
• We strive to comply with all relevant regulations and legislation and monitor compliance with
these requirements on an ongoing basis
• We hold your personal data in line with the relevant regulatory requirements where possible.
This Data Privacy Notice outlines your rights, and how we use your personal data in carrying
out our main aim: to help our members and ensure they have access to friendly, professional
financial services and products that meet their needs.

Looking after your information

The Data Protection Act requires Ashley Vet Centre to manage personal information in
accordance with the Data Protection Principles. In particular, we are required to process
your personal information fairly and lawfully. This means that you are entitled to know how
we intend to use any information you provide. You can then decide whether you want to give
it to us in order that we may provide the product or service that you require. All our
employees are personally responsible for maintaining member confidentiality. We provide
training and education to all employees to remind them about their obligations. In addition,
our policies and procedures are regularly audited and reviewed.

Who we are

Your information will be held by Ashley Vet Centre located at 357 Anniesland Road,
Glasgow, G13 1XT.

Where we obtain your information

We obtain your information from your customer interactions with us.

Where we store your information

Your personal information will be held securely in Ashley Vet Centre systems so that we can
manage your relationship with us. This will include information you provide when you apply
to us and any additional information provided by you or others in various ways, including:
• in applications, emails and letters, during telephone calls and conversations in the practice
offices, when registering for services, in surveys, when you participate in competitions and
• from analysis (for example, the amount, frequency, location, origin, and recipient) of your
visits; and
• information Ashley Vet Centre receives from or through other organisations (for example out
of hours services, social networks) whether in the course of providing products and services
to you or otherwise, and from information we gather from your use of and interaction with our
We will not retain your personal information for longer than is necessary except for the
maintenance of your account, or for legal or regulatory requirements.

Your personal data rights

For more information or to exercise your data protection rights, please contact us using the
contact details contained herein, on the website or on the phone.
You also have a right to complain to the Information Commissioner’s Office which regulates
the processing of personal data.

Lawful basis for processing your personal data

Article 6(1)(b) states a lawful basis for processing is where: “processing is necessary for the
performance of a contract to which the data subject is party or in order to take steps at the
request of the data subject prior to entering into a contract”.
Ashley Vet Centre have a lawful basis for processing your personal data as we have an
agreement or contract with you of which we need to process your personal data to comply
with the obligations under the contract.
Where we process your data outside of the member and/or product terms and conditions, we
will obtain your specific consent to do so.

Central member database

Ashley Vet Centre maintain a centralised register of customer information.

How we process your information within Ashley Vet Centre

We may share the personal information we hold about you within Ashley Vet Centre for the
following processing and related data administrative activities:
1. providing you with products and services and notifying you about either important changes
or developments to the features and operation of those products and services;
2. responding to your enquiries and complaints;
3. administering offers, competitions, and promotions;
4. for the following data sharing activities:
o updating, consolidating, and improving the accuracy of our records;
o undertaking transactional analysis;
o arrears and debt recovery activities;
5. crime detection, prevention, and prosecution in line with regulations and enforcement
6. evaluating the effectiveness of marketing, and for market research and training;
7. modelling, statistical and trend analysis, with the aim of developing and improving products
and services;
Your data may also be used for other purposes for which you give your specific consent
when required by law or where permitted under the terms of the Data Protection Act 1998.

When we may share your information externally

We will treat your personal information as private and confidential but may share it securely
outside the Ashley Vet Centre if there is a legitimate requirement to do so, including:
1. you provide explicit consent to do so;
2. needed by our suppliers to help us manage your records;
3. HM Revenue & Customs or other authorities require it;
4. the law, regulatory bodies (including for research purposes), or the public interest permits or
requires it;
5. required by us or others to investigate or prevent crime;
6. any other parties connected with your account need it;

How we share your information with other organisations

Ashley Vet Centre may disclose your personal information to other people or organisations if
any of the following applies:
• we have your consent; or
• for the purposes of them providing products, services or research in association with or on
behalf of Ashley Vet Centre; or
• for the purpose of them providing administrative, processing, analytical or other similar
services to Ashley Vet Centre to assist Ashley Vet Centre in the provision of products and
services to our customers; or
• for the purpose of verifying the information you have given us
• for the purposes of improving our products, services and marketing communications, with
specialist market research organisations who may contact you on our behalf and invite you
to take part in market research, but who will not be allowed to use your information for
anything else; or
• where we may transfer rights and obligations under any contract with you; or
• where we are required or permitted to do so by law or regulation.
Ashley Vet Centre does not share or give any information to external companies for their
own marketing purposes.

Using your information to prevent terrorism and crime

The Government also requires us to screen applications that are made to us to ensure we
are complying with the international fight against terrorism and other criminal activities, such
as the Proceeds of Crime Act 2002. Because of this, we may need to disclose information to
government bodies.

How we manage sensitive personal information

The Data Protection Act defines certain information as ‘sensitive’ (racial or ethnic origin,
political opinions, religious beliefs, trade union membership, physical or mental health,
sexual life, criminal proceedings and offences). We will only use this information to provide
the service you require, and we will ask for your explicit consent. As a member, there may
be times when you give us sensitive information.

Using companies to process your information outside the EEA

Ashley Vet Centre will not use any companies outside the European Economic Area (EEA)
to process your information.

Debt Recovery process

We may give details of your account and how you conduct it to credit reference agencies,
including if you do not pay in full and on time. If you fall behind with your payments and a full
payment or satisfactory proposals are not received within 28 days of a formal demand being
issued, then a default notice may be recorded with the CRAs.
Any records shared with CRAs will remain on file for 6 years after your account is closed,
whether or not it has been settled by you or as a result of a default. Other organisations may
see these searches and updates if you apply for credit in the future, and these may affect
your ability to borrow from other lenders.
In addition, we may authorise a third party such as a debt collection agent or a solicitor to act
on our behalf in the recovery of the debt. If we decide to take this action, we will inform you
before we disclose your details to them.
If we are unable to locate you to discuss the situation, we may pass your details to a tracing

Using your details for service contact

Making sure we deliver excellent customer service is very important to us and to do this,
various methods of communication may be used when sending you information about your
account. Most of the time you will be contacted by letter or telephone, but you may also be
sent updates by text message or email when it is believed to be appropriate. You can ask us
to stop sending these messages at any time.
In addition, you may wish to choose a channel of communication that suits you when you
need to contact us. If you send us emails then remember that the message may not be
secure and there is a risk that it could be intercepted. If you choose to send an unsecured
email, please keep the amount of confidential information you include to a minimum.

Recording phone calls

We may monitor or record phone calls with you in case we need to check we have carried
out your instructions correctly, to resolve queries or issues, for regulatory purposes, to help
improve our quality of service, and to help detect or prevent fraud or other crimes.
Conversations may also be monitored for staff training purposes. We may also operate
CCTV in our offices.

Using information on social networking sites

As part of our ongoing commitment to understanding our customers better, we may research
comments and opinions made public on social networking sites such as Twitter and

Using cookies

In general, you can visit Ashley Vet Centre website without identifying who you are or
revealing any information about yourself. However, cookies are used to store small amounts
of information on your computer, which allows certain information from your web browser to
be collected. Cookies are widely used on the internet and do not identify the individual using
the computer, just the computer being used. Cookies and other similar technology make it
easier for you to log on to and use our websites during future visits.

What are cookies?

Cookies are text files that web servers can store on your computer’s hard drive when you
visit a website. There are two main types:
• Transient (or per-session) cookies
These only exist for your site visit and are deleted on exit. They recognise you as you move
between pages, for example, recording items added to an online shopping basket. These
cookies also help maintain security.
• Persistent (or permanent) cookies
These stay on your machine until expiry or deletion. Many are built with automatic deletion
dates to help ensure your hard drive doesn’t get overloaded. These cookies often store and
re-enter your log-in information, so you don’t need to remember membership details.
Additionally, cookies can be first or third party cookies. First party cookies are owned &
created by the website you’re viewing- in this case by the Credit Union. Third party cookies
are owned & created by an independent company, usually a company providing a service to
the website owners. In our case, third-party cookies provided from this Site are still subject to
the provisions set out below.

What we use cookies for

Internet cookies help you do things online, like remembering log-in details so you don’t have
to re-enter them when revisiting a site.

We use cookies to:

• Gather customer journey information across our sites
• Ensure your privacy in our secure sites
• Temporarily store details input into our calculators, tools, illustrations and demonstrations
We use both our own (first party) and partner companies’ (third party) cookies to support
these activities.

Services requiring enabled cookies

Some of our services require cookies in your browser to view and use them and to protect
your financial and personal information.

Changing your cookie settings

You are not obliged to accept cookies that we send to you and you can, in fact, modify your
browser so that it will not accept cookies. To enable or disable cookies, follow the
instructions provided by your browser (usually located within the Help, Tools or Edit facility).
Alternatively, an external resource is available, providing specific information about cookies
and how to manage them to suit your preferences.
Please note that should you choose to set your browser to disable cookies, you may not be
able to access secure areas of this Site, for example, any online accounts you may hold.

Viewing notifications

Organisations must lodge a notification with their Regulator describing the purposes for
which they process personal information. The details are publicly available from the
Regulator’s office and you can view ours at

Changes to Privacy Notice

We keep our privacy notice under regular review and we will reflect any updates within this
notice. This privacy notice was last updated on 01.10.2018.

Further information

For further information please contact the team on 0141 959 6100 or