Our commitment to you
We will provide your animal with the highest standard of treatment and care.
There is unfortunately no NHS for pets, so veterinary practices are providing private health care. The fees you pay reflect the investment we make in caring for your pet along with funding the services, drugs, facilities and staff expertise, allowing us to give the best possible care for your pets.
All fees, diets and drug charges are subject to VAT at the current rate and are determined by the time spent on a case and according to the drugs, consumables and diet used.
Our written fee list is available on request, and our receptionists will gladly print out a detailed receipt if asked.
Clients are required to settle their account after each consultation, on discharge of a pet or on collection of drugs and food. Accounts may be settled by CASH or CREDIT/DEBIT CARD (please note we do not accept AMEX)
If for any reason you are unable to settle your account as specified above, we ask you to discuss this with a member of staff as soon as possible, preferably before treatment starts or call to speak with our Practice Manager, Emma Smith. In some circumstances charity help may be available.
Estimates of treatment costs
We will be pleased to provide a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate as sometimes an animal’s treatment will not follow a conventional course.
Clients are required to settle their account after each consultation, on discharge of a pet or on collection of drugs and food. Should an account not be settled within 14 days, then a reminder will be sent. After 14 days and further notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the your account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
We strongly support the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. There is a charge of £10 towards our administration costs where we are involved in processing the insurance claim form and £25 for a direct claim. All direct claims must be pre authorised by Pets1st and any excess and percentage fees paid upfront.
You can obtain claim forms from your pets’ insurance company.
You are required to complete the policy holder sections on the form, prior to the form being handed into the surgery for our claims handler to complete and send off to the insurance company.
Payment should be made in full to Pets1st and the insurance company will attend to reimbursing you.
Compliments, Comments or Complaints
Should you feel the need to contact us regarding any of the above we will be pleased to hear from you. Please direct your comments in the first instance to the Practice Manager, Emma Smith