At Crossways Veterinary Group, we’re committed to protecting and respecting your privacy.

This Policy explains when and why we collect personal information about you, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

We may change this Policy from time to time so please check this page occasionally on our website or ask for a copy when you next call into see us, to ensure that you’re happy with any changes. When using our website, you will be agreeing to be bound by this Policy.

Any questions regarding this Policy and our privacy practices should be sent by email to or in writing to The Practice Manager, Crossways Veterinary Group, 43 School Hill, Storrington, West Sussex RH20 4HA. Alternatively, you can telephone 01903 743040.

Who are we?

We’re a small animal Veterinary Practice who have been serving the local community and their pets for over 35 years with surgeries in Storrington, Steyning and Findon Valley, Worthing.

Crossways Veterinary Group is the trading name of Crossways Animal Care Ltd (Company registration no. 8914273). The registered address is 303 Goring Road, Goring-by-Sea, Worthing, West Sussex BN12 4NX.

How do we collect information from you?

We obtain information about you when you register your pet with the Practice, subscribe to our Pet Health Plans, provide consent for a surgical procedure to be performed on your pet or contact us about products and services.

What type of information is collected from you?

The personal information we collect might include your name, address, email address & telephone number.

If you pay by Credit/Debit card for a product or service we have provided, your card information is not held by us, it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions.

How is your information used?

We may use your information to:

  • process a payment for goods & services we have provided;
  • process a repeat prescription request;
  • produce a bill/statement of account when requested;
  • provide a quotation for surgical work on your pet;
  • populate a ‘consent’ form when your pet is due to undergo a surgical procedure;
  • print labels for medication dispensed
  • provide an annual reminder that your pet’s vaccination is due
  • notify you of changes to our services;
  • send you communications which you have requested and that may be of interest to you. These may include information about products and services we are able to offer and our regular newsletters;
  • make a referral to a specialist veterinary clinic where your pet needs some specific treatment/diagnosis;
  • send a blood, urine or faecal sample to our external laboratory (IDEXX) for analysis;
  • provide information to Worthing Emergency Vets Ltd our late-night emergency and Out of Hours provider, if required;
  • instruct our debt recovery agents to collect a debt on our behalf should a client fail to pay;
  • to carry out our obligations arising from any contracts entered into by you and us;
  • dealing with entries into a competition;
  • seek your views or comments on the services we provide;

We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations. We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

Who has access to your information?

We will NOT sell or rent your information to third parties.

We will NOT share your information with third parties for marketing purposes.

Third Party Service Providers working on our behalf: We may pass your information to our third-party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process donations and send you mailings). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties beyond the third-party providers working on our behalf to deliver our veterinary service, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.

Third Party Product Providers we work in association with: We work closely with some third-party product providers to bring you a range of quality and reliable products and services designed to meet your needs (e.g. our Pet Health Plans are administered by Simplyhealth). When you enquire about or purchase one or more of these products, the relevant third-party product provider will use your details to provide you with information and carry out their obligations arising from any contracts you have entered into with them. In some cases, they will be acting as a data controller of your information and therefore we advise you to read their Privacy Policy.  These third-party product providers will share your information with us which we will use in accordance with this Privacy Policy.

When paying for a product or service provided by Crossways Veterinary Group, your payment is processed by a third-party payment processor (WorldPay), who specialise in the secure capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.

We may transfer your personal information to a third party if we are under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our clients. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

Your choices

You have a choice about whether or not you wish to receive information from us. If you do not want to receive information from us about our services and products that could benefit you and your pet, then you can select your choices by ticking the relevant boxes on our consent form either in person, on the telephone, by email or by submitting the consent form via our website, found here.

We will not contact you for marketing purposes by email, phone or text message unless you have given your prior consent. We will not contact you for marketing purposes by post if you have indicated that you do not wish to be contacted. You can change your marketing preferences at any time by contacting us by email: or on 01903 743030.

How you can access and update your information

The accuracy of your information is important to us. If you change email address, or any of the other information we hold is inaccurate or out of date, please email us at: or write to us at: Crossways Veterinary Group, 43 School Hill, Storrington, West Sussex RH20 4HA. Alternatively, you can telephone 01903 743040.

You have the right to ask for a copy of the information Crossways Veterinary Group hold about you (we may charge £10 for information requests to cover our costs in providing you with details of the information we hold about you).

Security precautions in place to protect the loss, misuse or alteration of your information

When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected with the following software 128 Bit encryption on SSL as is any information you provide via the website.

Non-sensitive details (your email address etc.) are transmitted normally over the Internet where, for example you register your pet via the website and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems.

Use of ‘cookies’

Like many other websites, the Crossways website uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. This helps us to improve our website and deliver a better more personalised service.

It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using our website.

Facebook Feed

We use a Facebook Feed plugin to display social media content on our website. As a result, our website makes requests to Facebook’s servers in order to display images and videos. These requests make your IP address visible to Facebook, who may use it in accordance with their data privacy policy:

Links to other websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third-party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third-party site and recommend that you check the policy of that third-party site.

16 or Under

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian’s permission beforehand whenever you provide us with personal information.

Review of this Policy

We keep this Policy under regular review. This Policy was last updated in December 2017.