animaltrust.org.uk

Treatment of Animals -communication-complaint policy

After putting in a complaint because of how front desk receptionist treated my mother because she was late for an appointment for a kitten and not answering the phone for over an hour she was refused to be seen because she was twenty minutes late - due to public transport -even when she said she would wait to the last appointment she was made to leave. This was in front of a fairly packed clinic so it was humiliating. There has been no reply to this complaint from the 30th April so I had to go to another vet to get the kitten vaccinated. The kitten was on their health plan so it had to be cancelled and at least they did apologise for what happened but not the vets. My dog was still on their list and he had an appointment with the vet, who I would never complain about because he is good but, after being told that we would need more treatment that would cost over £1.400 we asked if we could give his records to the PDSA to look at. They sent the records but took us of their client list. And this is after spending thousands of pounds with them. This is not something I do gladly as they did save my dog last year but they really can’t treat customers this way charity or not!Update: After gaining my mothers dogs medical history it shows that when a staff member reduce the dogs medication and we question this and they said we are mistaken it clearly says he should be on what we said not like the nurse/front desk staff said, so the dog has been put though more pain. It also confirms we was charge a full x-ray when he never had one, told he had cancer then said it was mistake after a week, we only receive an over night stay money back because he was left in in own faeces, and we had to remove him because they would not, and they cant deal with large dogs. Its now been over 20 days since we put in a complaint, and apart from being remove form there list by the head Vet for complaining and wanting to get a second opinion( which we have done before) we have heard nothing, but told head office is dealing with it.I would not recommend the Ashton-under-Lyne or Bolton branch, the chance you get a good vet is out weigh by the poor other staff, and they will break or not follow the Royal College of Veterinary Surgeons’ code of professional conduct. We have given them till the end of this week before we move to reporting them to the Royal College of Veterinary Surgeons - to reply to our compliant and questions from his records.

Date of experience: May 20, 2024