Coronavirus Update: The well-being of our customers and colleagues is our top priority, so we are taking precautions to help protect your health. Find out more about our Coronavirus response and the temporary closure of our Crematorium’s Chapel and Gardens.

Privacy Notice

Whitley Brook Pet & Equine Crematorium (“the pet crematorium”) provides companion animal cremation services to pet owners and veterinary practices.

Where the pet crematorium is asked to provide a service or you contact the pet crematorium by email, telephone or in writing we will collect and process personal information (“Personal Information”) about you. 

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 it and how long we will store it for. 

How we will use your Personal Information
We will process your Personal Information insofar as it is necessary for the performance of our contract with you to provide cremation and crematorium related services. This will involve using your Personal Information to provide you with our products and services and to send you information related to the services we provide to you (“Service Communications”). You can choose how you would like to receive these communications. Please talk to one of our members of staff if you would like to change how you receive Service Communications. 

What personal information do we collect? 

Why do we collect it?

Your name

So that we can identify you and your pet and personalise our communications with you

Your address

So that we can identify you, and identify your pet

Your email address

So that we can contact you about services provided

Your mobile number

So that we can contact you about services provided

Your telephone number

So that we can contact you about services provided

Your bank, debit or credit card details

So that we can receive payment for the services we provide, if applicable

Your veterinary practice

So that we can communicate with your veterinary service provider, if applicable

Your password 

So you can access your online account, if applicable

Your online purchases 

So we can fulfil your order and you can view your online purchase history 

Your text and images

So we can publish or share information you have consented to, including reviews, testimonials and pet memorial

Your feedback

So we can improve our services

Website behaviour

So we can make online shopping easier and more efficient . Please read our Cookie Policy on our website for details.

Please remember to let pet crematorium staff know if any of the above information changes as soon as possible so that we have up to date records. Our staff will ask you to confirm your records are up to date on a regular basis.

Other than our contractual services your personal data will not be shared with third parties for the marketing of other products or services. We will only process your Personal Information for marketing purposes with your express permission. You can change your mind at any time by unsubscribing following the links on any marketing emails you receive, if you have an online account update your preferences or by talking to staff at our pet crematorium.

You can access our home page and browse our website without disclosing any personal data. Cookies are used in the website in order to retain information and make shopping easier and more efficient. Please read our Cookie Policy for details. We have implemented security policies, rules and technical measures to protect the personal data that we have under our control from unauthorised access, improper use and disclosure, unauthorised destruction or accidental loss.

Data retention
We will keep your Personal Information for as long as you are a client of the pet crematorium and thereafter for as long as any legal claim may be made against the pet crematorium and for as long as is required to comply with our legal and regulatory requirements including to the HMRC and APHA.

Sharing your information
We are required to share your Personal Information in certain circumstances to ensure that we are able to provide you with services, obtain payment or correspond with your veterinary practice. In each case we will only share the data necessary for the purpose and it will only be in relation to the specified purpose. Each third party is required to have in place comparable data security measures and to be fully compliant with the terms of the General Data Protection Regulations.

Save as set out below, we will not sell, lease or transfer your personal information to any other person or company without your prior consent. 

Who do we share information with?

What information do we share?

Why do we share this information

Veterinary Practice

Your pet’s details
Your name
Your address

So that we can arrange to carry out services that you have requested.

Banks and payment service providers

Your name
Your account details
Your address

So that we can deal with payments for the services and goods provided. To make refunds.

Debt Collection Agencies

Your name
Your address
Your outstanding balance
Your email address

If you fall behind with payments for the services we provide, we may engage a debt collection agency to recover the debt on our behalf.

Law Enforcement Agencies

Your name
Your address
Your email address
Your mobile number
Your telephone number
Your location information
Your bank, debit or credit card details
Your insurance policy number

If we receive a request in writing from a law enforcement agency, we may be required to provide your personal information.

Head Office

Your name
Your address
Your email address
Your mobile number
Your telephone number
Your location information
Your insurance policy number

So that they can provide administrative and support services to the pet crematorium to ensure you receive the best possible service.


Keeping your data secure
We recognise the importance of keeping your personal data safe and we have in place security measures and policies to prevent personal data from being lost, used or accessed without our permission. We limit access to your Personal Information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

Your rights
The General Data Protection Regulation grants all data subjects the following rights without charge. These include the right to:

  • fair processing of information and transparency over how we use your use Personal Information;
  • access your Personal Information and to certain other supplementary information that this Privacy Notice is already designed to address;
  • require us to correct any mistakes in your information which we hold;
  • require the erasure of Personal Information concerning you in certain situations;
  • receive the Personal Information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations;
  • object at any time to processing of Personal Information concerning you for direct marketing.
  • object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you;
  • object in certain other situations to our continued processing of your Personal Information;
  • otherwise restrict our processing of your Personal Information in certain circumstances

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.

If you would like to exercise any of your rights, please contact the pet crematorium. In order for us to deal with your request efficiently, please provide:

  • sufficient information to allow us to identify you;
  • evidence of your identity and your address (for example, a copy of your driving licence or passport);
  • as much information about your request including, if applicable, dates, specific documents or pet’s names.

We will keep our privacy policy under regular review and we publish any updates in print and on the website.

This privacy policy was last updated on 1 May 2018.

How to contact us
If you have any questions about our Pivacy Notice or the information we hold about you please contact us.