Policies
This is where you can find the legal stuff.
Data Privacy Policy
The type of personal information we collect
We collect and process personal identifiers, contacts and characteristics (for example, name and contact details).
How we get the personal information and why we have it.
Most of the personal information we process is provided to us directly by you for the purpose of arranging and undertaking Clinical Canine Massage, or Canine Conditioning appointments for your dog(s), and contacting you following appointments to enquire about your dog’s progress and outcome. Your personal data may be obtained from conversations with you (in person or over the phone), and/or emails or paper forms sent from you or your dog’s veterinary practice.
Additionally, we may contact you to enquire if you would be willing to provide a testimonial describing your dog’s treatment and outcome, and for consent to use your name and testimonial on the Edinburgh Clinical Canine Massage website. Provision of a testimonial is voluntary, agreement is entirely at your discretion, and consent can be withdrawn at any time by contacting us using the details above.
We may also occasionally send marketing and promotional communications, and/or request feedback.
We use the information that you have given us in order to contact you, using your phone number, email address and/or postal address as necessary. We also provide a home visit service, and will use your address and postcode to navigate to your property in order to provide treatment for your dog.
We may share your personal information with your Veterinary Surgeon, for the purpose of providing them with a written report of findings following your dog’s initial course of treatments. Your data will not be shared with any other third parties.
Under the UK General Data Protection Regulation (UK GDPR), the lawful basis we rely on for processing this information is your consent. You are able to remove your consent at any time.
How we store your personal information
Your information is securely stored. Paper records of owner and veterinary consent forms, consultation forms, and veterinary report letters are kept in a locked filing cabinet.
Our website is hosted by Wix, who comply with UK GDPR requirements. We do not specifically collect your personal data via our website. However, Wix use some necessary cookies, (small pieces of data that websites store on a user’s device), to improve a user’s browsing experience. Cookies do this by helping websites to remember preferences and understand how people use different features.
Wix also uses non-essential analytics and performance cookies to collect information, on Edinburgh Clinical Canine Massage’s behalf, about how visitors interact with this site. The cookies do not store, save or collect personal information. Visitors to this site can decline the use of non-essential cookies.
For further information about the cookies used by Wix, please see their privacy policy at: https://www.wix.com/about/privacy
Our email address is provided by Fastmail, whose privacy policy can be seen at: https://policies.google.com/privacy?hl=en-US
We cannot guarantee that the internet itself is 100% secure. Although we will do our best to protect your personal information, transmission of personal information to and from Edinburgh Clinical Canine Massage, via our email address, or phone number, is at your own risk. You should only access the services within a secure environment.
We keep your name, address, phone number, mobile number and/or email address for the duration of your dog’s initial course of treatments, subsequent period of maintenance appointments, and/or for seven years following your last appointment, if no contact has been made by you during this time. We will then dispose your information by shredding all paper records and deleting all electronic records, including emails.
Your data protection rights
Under data protection law, you have rights including:
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access - you have the right to ask us for copies of your personal information.
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rectification - you have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
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erasure - you have the right to ask us to erase your personal information in certain circumstances.
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restriction of processing - you have the right to ask us to restrict the processing of your personal information in certain circumstances.
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objection to processing - you have the right to object to the processing of your personal information in certain circumstances.
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data portability - you have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. Please contact us using the details above if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us using the contact details above. You can also complain to the ICO if you are unhappy with how we have used your data. The ICO’s contact details are:
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Data privacy policy v 1.0, 6 April 2026
Client Complaint Policy
We want every client to feel confident, listened to, and supported. If something hasn’t gone as expected, we welcome the chance to put it right. This policy explains how you can raise a concern and how it will be handled.
If You Have a Concern
Please tell us as soon as possible. You can raise a concern:
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In person
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By phone
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By email
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In writing
Sharing your feedback helps us to improve and ensures your dog receives the best possible care.
What Information Helps
If you can, please include:
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Your name and contact details
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Your dog’s name
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The date of your appointment
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A brief description of what happened
This simply helps us to understand the situation clearly.
Acknowledgement and Response
We will acknowledge your complaint within 3 working days.
W will then look into what happened and aim to give you a full response within 14 working days.
If we need more time, we’ll let you know.
How a Complaint is Reviewed
The review process may include:
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Look over your dog’s session notes
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Review our communication
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Contact you for more details
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Speak with your vet (with your permission) if the concern relates to your dog’s health
Our goal is always to understand the situation fully and fairly.
Outcomes
Once we’ve reviewed everything, we’ll explain:
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Findings
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Any steps being taken
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Any changes to improve future service
If appropriate, we may offer a remedy such as a revised plan or refund.
If You’re Still Unhappy - Massage
If you feel your concern hasn’t been resolved, you can escalate it to the Canine Massage Guild. Any complaints to the Canine Massage Guild must be made within 3 months of the issue arising. Complaints must be made in writing to the Secretary, and can be raised here. https://www.k9-massageguild.co.uk/contact-us/
Confidentiality
All complaints are handled sensitively. Your information is kept private and only shared when necessary—for example, with your vet if you’ve given consent.