Privacy and Cookie Policy
Who we are
Our website https://knowledgehub.cvsukltd.co.uk is part of CVS (UK) Limited, a company registered in England and Wales under company number: 03777473. Our registered office is at CVS House, Owen Road, Diss, Norfolk, England, IP22 4ER. Our VAT number is: GB737145235.
You can contact us by telephoning our customer service team at +44 1379 468963 or by writing to us at cpd@cvsvets.com.
Privacy notice
We understand the importance of looking after the Personal Information that you provide and this notice (“Privacy Notice”) sets out what Personal Information we collect, why we need to collect it, how we will use your personal information and how long we will store it for.
When collecting the data specified in this privacy notice, we (CVS (UK) Limited) are the Data Controller.
We will keep our Privacy Notice under regular review and publish any updates on this website. Any significant changes will be communicated with you directly, so you are kept up to date on how your data is handled. This notice was last updated on 17 March 2023.
Data protection
CVS, take your privacy very seriously and take great care to comply with its obligations under the General Data Protection Regulation and to protect your personal information including any financial details that you provide. We will use your personal information to supply our services. We may need to disclose or share your personal information with regulatory authorities for the purpose of fraud preventions and/or to comply with any legal or regulatory requirement.
If you have any questions about the way we use your personal information, you should contact our Data Protection Officer via email: dataprotection@cvsvets.com
How we use your information
The majority of data we hold about you shall be voluntarily given by yourself via signing up to our website and creating an account. This shall involve you disclosing your personal details, such as your name, date of birth, address, email address, phone number and possibly more.
We shall use your personal data for the following:
| What we do and why | Our lawful basis |
| Issue you with your CPD certificate | As part of our contract with you so you may demonstrate completion |
| Send you reminders for in class timings and locations so you know where and when to arrive | Our legitimate interests in ensuring efficiency by reducing missed classes |
| Send you service updates such as changes to our T&Cs or practice disruptions to inform you of any changes to the service we provide | This is a legal requirement and part of our contract with you |
| Send you information about our wider services, events and resources. We like to keep you up to date and help you get the best from our services (you can find out more in the section on Marketing messages below) | Only with your consent, so the choice is yours |
| We sometimes ask for your feedback about our overall service. More often than not, they are anonymised but we may want to respond to you directly, if you’re unhappy with something | Our legitimate interest to address your concerns and continue to improve our services for our customers |
Please note that, where we are required to process your personal information as part of our contract with you and you do not provide us with this information, we may not be able to provide our services to you.
Additionally, we may automatically obtain information about you such as your image or your vehicle registration number via our CCTV systems operating at our location of in person classes. We operate CCTV for our legitimate interests of helping to secure our premises and keep our customers, visitors and staff safe.
We may also anonymise and/or aggregate your personal information, so you aren’t identifiable. This process may be used to facilitate the testing of our IT systems, research, data analysis, improving our site and developing new products and services.
Payment information
When applying to join and pay for a Knowledge Hub course, you will be required to insert your payment details via a secure payment gateway. We want to assure you we don’t store your card details on our site and Globalpayments are our payment services provider.
We shall keep a record of your financial transactions so we know what courses you have paid for and so we are complying with our legal requirements.
| What we do and why | Our lawful basis |
| Take payments for the service we provide and give refunds where necessary as some of our services require direct payment | As part of our contract with you |
| Keeping a record of financial transactions so we know what you’ve paid for | It’s a legal requirement |
Your contact history with us
This covers things you’ve said, whether that be via email, telephone or the ‘Contact Us’ page on our website
| What we do and why | Our lawful basis |
| Provide customer service and support | It’s up to you whether you contact us, so it depends on the nature of your query. It could be part of our contract with you |
| Improve our support services to ensure our customer service is the best it can be | Our legitimate interest to keep our team trained to the highest standard to provide the best possible service to you |
| Resolve complaints and disputes and claims | Our legitimate interest to resolve complaints and disputes in a timely manner and to exercise our legal rights |
How long we keep your information
We will keep your data for as long as we need to in order to fulfil the purposes they were originally collected for. If you cease to be our customer, we will still need to keep some of your data to meet our legal and regulatory obligations, resolve disputes, prevent fraud and abuse and to enforce our Terms & Conditions. We will only keep what is necessary for these purposes.
We will keep any CCTV images for up to 30 days from the date of recording unless it is necessary for us to keep them for a longer period.
You can contact us if you no longer wish to be a customer and ask that we deactivate your account. However, we will keep the data we need even after your account has been deactivated.
We may hold some of your personal information with other organisations, where data is stored in the cloud or needs to be shared externally to deal with your enquiry for example. Where we do, we ensure these organisations only keep the data only for as long as necessary and adhere to our retention and deletion policies.
Sharing your information
You have trusted us with your information, therefore the first thing we want to assure you of is that we do not, and shall not, sell any of your personal data to any third party.
However, we share your data with the following categories of people and companies as an essential part of being able to provide our services to you:
- CVS Group personnel, so that we may deal with your enquiries appropriately.
- Banks and payment service providers (including our chosen payment provider, Globalpayments), so that we can deal with payments and refunds where necessary.
- Law enforcement, government and other agencies should we receive a request from them to assist with any investigations, or we deem it necessary.
We take the sharing of your data very seriously and only do so where necessary for the purposes set out above. Where your data is shared with third party software providers, we ensure that they have the appropriate data protection procedures, policies, and certificates in place before transferring any information.
If you would like to know more about the companies we may share personal data with, or how to find out more on how they will use your data, please contact us at the details below.
Marketing Messages
If you have said we may, we’ll send you marketing messages to keep you aware of what we’re up to and to help you see and find our products and services.
If you no longer wish to receive them then you can unsubscribe via the following methods:
- Click the ‘unsubscribe’ link at the bottom of any marketing email communication that we send you.
- Contact Knowledge Hub directly via phone or email and ask to be removed from our mailing list.
If you’ve asked us to stop sending any kind of marketing, we will action the withdrawal of your consent as soon as possible, although we ask that you please be patient so that we can update our systems. You may continue to receive messages from us whilst we process your request.
If you decide to opt-out of marketing messages, we will continue to send important communications about your account or course updates.
Where we store your information
All of the personal information we process is stored within the European Economic Area (EEA). Therefore, we can guarantee that your data will be handled in accordance with the UK and EU General Data Protection Regulation.
Your rights
You have a number of rights relating to your personal information, which are as follows:
- The right to be informed about how your personal information is used, most of which is within this notice.
- The right to access personal information we hold about you.
- The right to rectify personal information we hold about you if it is inaccurate or incomplete.
- The right to request that we delete your data, stop processing it or collecting it in some circumstances.
- The right to stop marketing messages, further information of which is above in the ‘Marketing messages’ section.
- The right to object to the processing of your personal information for the furtherance of our legitimate interests.
If you wish to exercise any of these rights, or have any questions, please contact us via the contact details below. For further information on your rights, please refer to guidance from the Information Commissioner’s Office (ICO).
How to contact us
If you have any questions about this notice, want us to stop using your information or exercise any of your rights then please don’t hesitate to contact us via the following methods:
Post
Data Protection Officer
CVS House
Owen Road
Diss
Norfolk
IP22 4ER
dataprotection@cvsvets.com
Complaints
If you have any concerns about our use of your personal information, you can make a complaint to us via the contact details above.
Whilst we would always prefer to have the opportunity to resolve your complaint first, you can also complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we have used your data. Our ICO Registration number is Z7208449.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: www.ico.org.uk
Cookie policy
Our website uses cookies to distinguish you from other users of our website. This enables us to provide you with a good experience when you browse our website and also allows us to improve our site. By continuing to browse the site without changing your settings, you are consenting to our use of cookies.
A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer’s hard drive. By law, we are permitted to store cookies on your machine providing that they are essential to the operation of the site (“Strictly necessary cookies” as set out below), but for all other we need your permission to do so.
We use the following cookies:
- Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
- Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
- Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
- Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed.
We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
You block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
Embedded content from other websites
When completing our courses, some may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.