Review Time
Extremely disappointing experience with Downland Vets. After being a loyal customer for many years, we made the decision to cancel our pet plan and were hit with significant additional charges that felt completely unjustified.The whole process has been very difficult to deal with — poor communication, lack of flexibility, and a clear focus on extracting money rather than supporting long-term customers or prioritising animal welfare.It genuinely feels like profits come before pets here. For a service that should be built on trust and care, this has been a very negative experience from start to finish.Would not recommend based on how we’ve been treated.
Had my cat on the pet plan never once received his flea or worm treatment, have been paying £20 a month for 2 years and have had nothing from them at all, called to cancel as ive paid over £500 for nothing!! Only to be told I have to pay a £60 cancellation fee which was not in the terms when I started nor had I been contacted to be told this had changed, but when I complained they're now happy to cancel it and not charge the cancellation fee but why would they when they have already robbed over £500 from me!!!! Will be taking this further as it is an actual disgrace, will never take my animals to them ever again beyond dissapointed! have been a loyal customer since I was a little girl so has my family were not anymore!!
Had my cat on the pet plan never once received his flea or worm treatment, have been paying £20 a month for 2 years and have had nothing from them at all, called to cancel as ive paid over £500 for nothing!! Only to be told I have to pay a £60 cancellation fee which was not in the terms when I started nor had I been contacted to be told this had changed, but when I complained they're now happy to cancel it and not charge the cancellation fee but why would they when they have already robbed over £500 from me!!!! Will be taking this further as it is an actual disgrace, will never take my animals to them ever again beyond dissapointed! have been a loyal customer since I was a little girl so has my family were not anymore!!
We have moved our pet from here as I felt the aftercare after a small op was woefully lacking. They are lovely people, the reception staff are lovely as are the vets but they are way too busy and don’t seem to have the staff. You are always kept waiting for an appointment and they seem to just keep taking on more and more consequently the care declines in my opinion . They are being driven to be all about targets and money and performance and they have lost the individual care. We have moved to an independent vet who is so much better
I've ben with Downland Veterinary Group for well over 30 years ... but I am now seriously disappointed and saddened by their lack of empathy re my cat .. 2 weeks short of 17 years old. I took her to the vet for blood tests and a scan. The blood tests showed something was so not right. The Scan inconclusive. The vet said he thought there was a mass somewhere but hard to tell where. Having prescribed pain killers and antibiotics I was unable to administer as she was so distressed and obviously in horrible pain. He wanted me to take her in to go on a drip and have more in depth scans. Since she had never ever been away from home and hated the car, why on earth at her age and in such stress would I put her through that? So I gave her the last gift we can give our loved pets and called in a vet to give her Final Rest. Animal Friends would not pay for the euthanasia because the Vet had wanted to do further investigation. I am not only missing my lovely girl who I had nearly 17 years with but am very sad that Animal Friends and Downlands have a lack of empathy / sympathy. Since they are specifically a Pet insurance company & small pet Vets I would have thought that they would have
Awful! Booked an appointment for a vaccination for my dog, I’ve been told that the booking has been made. When I came to the appointment, I’ve been told by the lady at the reception that we had no booking but she would talk to the vet. After 10 minutes, another client came, same situation, she couldn’t find their appointment. She then decided to prioritise the client that came afterwards, saying that she is sorry for us but we have to come another time, even if the other client had no emergency. That’s not the way you should treat new clients.
I cannot fully express how truly exceptional the veterinary clinicians were during one of the most heartbreaking moments of our lives. When our beloved 16-year-old dog suffered a sudden cardiovascular emergency and ultimately had to be euthanized, the entire team demonstrated a level of professionalism, empathy, and compassion that went far beyond our expectations.From the moment we arrived, every staff member treated both our dog and us with the utmost care and sensitivity. They were incredibly patient and supportive, guiding us through an unbearable situation with kindness and respect. As devastated owners, we were met with genuine compassion at every step — they never rushed us, always made space for our emotions, and treated our dog with dignity and love until the very end.In such a painful and vulnerable time, their warmth and dedication meant everything to us. We are deeply grateful for the care, comfort, and understanding they provided. Thank you, from the bottom of our hearts, for everything you did for our dog and for us in our time of need.
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Downland Vets in Hampshire, East and West Sussex, are ready to provide exceptional care to your pet. Find out more about our 12 vet clinics in the South East of England. Including vets in
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