Our fees are payable in full at the time of consultation or, where in-patient treatment is involved, when your pet is collected from the practice. This will apply to both insured** and uninsured patients. We accept most forms of payment including cash, debit card and most major credit cards. Payment through direct debit is also available for our Millennium Care Plan clients.
We provide estimates for any treatment that has been advised for your pet. Please be aware that estimates are not intended to give an exact figure for the proposed treatment. A full assessment of the extent and nature of the problem may not be possible until the patient is sedated or anaesthetised, and sometimes not until the procedure is under way.
You should view the estimate only as an indication of approximate cost, bearing in mind that the final figure may be significantly higher, or sometimes lower. If we judge that the procedure is likely to exceed the estimate by more than 25%, we will do our best to contact you and discuss what you would like to do. On rare occasions it may be necessary, for the patient's safety, to make immediate decisions on treatment without reference to you. We ask for your understanding in this unlikely event.
We reserve the right to charge interest on overdue invoices, commencing 28 days from the original invoice date until the date payment is made.
Withdrawal of service
Our aim is always to build a professional relationship with our clients which is built on trust. We reserve the right to withdraw our services if we feel this trust is broken and a way forward can not be found. We also reserve the right to cease work on your behalf if fees remain outstanding. Withdrawal of services is done so at our discretion. We will send a letter outlining the withdrawal of services and give 14 days notice to find an alternative veterinary practice.
Recording our calls
All our calls are recorded for training and monitoring purposes.
All our members of staff value a good working relationship with our clients. Please note that management will not tolerate rude or abusive behaviour towards our staff. A continuation of this will result in withdrawal of our services.
Comments, questions or complaints
We all like to know when we've done well. We welcome online reviews e.g. via independent sites such as Vet Help Direct or Facebook. If you are particularly pleased with how any of our staff have looked after you or your pet, do please let our practice manager or one of the Directors know. We are always open to suggestions for improvements, too.
While we hope that our service does not give you cause for complaint, there may be times when we fall short of your expectations. We have found that a careful discussion of the problem can often lead to improvements in the care we provide and so we genuinely encourage you to let one of the senior staff know if you are not satisfied.