Policies

The Practice maintains a zero-tolerance policy regarding conduct that threatens the safety or wellbeing of our staff, clients, or patients. This includes, but is not limited to:

• Abusive, aggressive, or threatening behaviour

• Harassment, intimidation, or bullying

• Discriminatory or offensive conduct

• Malicious, defamatory, or damaging statements (including online or via social media)

Clients exhibiting such conduct may be refused service, removed from the premises, deregistered, and/or reported to the relevant authorities. The Practice reserves the right to pursue legal action where appropriate.

The Practice is committed to resolving complaints in a timely and professional manner.

1. Informal Resolution: Clients should raise concerns directly with a member of staff as soon as possible.

2. Formal Complaint: If the issue remains unresolved, a written complaint should be submitted to [Practice Manager / Email] within 14 days of the incident.

3. Investigation and Response: The Practice will acknowledge receipt within 5 working days and aim to provide a full written response within 28 days.

If dissatisfaction persists, complaints may be escalated to:

• Royal College of Veterinary Surgeons (RCVS)

• VDS Client Mediation Service (for practices insured through the Veterinary Defence Society)

• Clients must attend appointments punctually.

• Cancellations or rescheduling require at least 24 hours’ notice.

• Fees may apply for missed or late-cancelled appointments.

• Emergencies may take priority and could affect appointment timing.

• Payment is due at the time of treatment or discharge.

• The Practice may provide written estimates; these are indicative only.

• Clients remain responsible for all fees, including insurance excesses or declined claims.

• Overdue accounts may incur interest and could be referred to debt recovery agencies.

• Repeat prescriptions require the Patient to have been examined within the appropriate interval (typically every 3–6 months or as clinically indicated).

• 24–48 hours’ notice is required for repeat medication requests.

• The Practice reserves the right to refuse prescriptions if clinical assessment is required.

• All client and patient records are maintained in accordance with GDPR and the Data Protection Act 2018.

• Records may be shared where legally required, for ongoing patient care, or with client consent.

• Clients may request transfer of records to another veterinary provider; reasonable processing time should be allowed

The Practice does not engage in disputes on social media. Defamatory, abusive, or misleading statements may result in termination of services and/or legal action.

The Practice may terminate services where:

• There is a breakdown of trust or professional relationship

• Zero-tolerance policies are breached

• Fees remain unpaid

Upon deregistration, records will be provided to another veterinary provider, subject to legal and ethical obligations.

• The Practice utilises a dedicated external out-of-hours provider, the Royal Veterinary College, for emergencies.

• Clients will be advised of appropriate contact details for urgent care outside normal operating hours.

• Details can be found here

By registering with the Practice or using our services, clients confirm acceptance of these policies. The Practice reserves the right to amend policies at any time, with updates published on this webpage.