Terms & Conditions of Business

Our Commitment to you…..

We provide a first class service to the best of our ability. We will provide you and your pet with the highest standard of care. Where appropriate we may advise, and with your agreement, refer you and your pet to an appropriate centre for more in-depth investigation and treatment which is not available at our practice.


All fees are due for payment at the time of the consultation or when your pet is discharged after an in-house procedure. All fees, diet and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used.

Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request and will be offered for non-routine procedures.

Methods of Payment

We accept cash, most major credit or debit cares with the exception of American Express. We do not accept cheques.

Estimates of Treatment Costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pets’ illness will not follow a conventional course.

Settlement Terms

Should an account not be settled at the time of treatment, an invoice will be sent with an additional accounting fee in respect of administrative costs incurred. This however, may be deducted if payments is made promptly. Should it be necessary for further reminders to b sent, further charges will be incurred.

After due 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 credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the 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.

Inability to Pay

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of our Directors.

Abbey Veterinary Group

We strongly support the principle of insuring your pet against unexpected illness or accidents.

Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. In some cases, by prior arrangement, we will make a direct claim to the Insurance Company.

Please speak to us before cancelling or changing your Insurance Company.

Complaints & Standards

Whilst we hope that you never have cause to complain about the standards of service received from our practice, if you should feel that there is something you wish to bring to our attention, please could we kindly ask you to follow the below Complaints Procedure.

Firstly speak to the member of staff involved in your animals care – they may well be able to resolve your concerns there and then and then
If you have concerns afterwards please contact us within 2 weeks of the event, this will allow us to investigate your complaint properly
Please write to us with details of your complaint (the following information is useful and will enable a prompt response from us)

What happened
Which staff were involved
Where the problem occurred
When the problem occurred

What you feel would be a satisfactory outcome to your complaint.
Please address your complaint to the following Practice Partners:

John Oleshko or Ashley Lovett

We will investigate your complaint and provide a written response within two working weeks
If this is not a satisfactory response then you will be invited to a meeting with the two Practice Partners to try and resolve the matter.

If you feel the matter should be taken further then you can write to:

Royal College of Veterinary Surgeons

Belgravia House

62-64 Horseferry Road

London SW1P 2AF

Tel: 020 7222 2001

Fax: 020 7222 2004


The RCVS seeks to maintain high standards of professional conduct. When the RCVS receives a complaint, it identifies areas of concern and gives advice. Around 10% of complaints are referred to the full Preliminary Investigation Committee, and on rare occasions may be passed to the Disciplinary Committee for a formal and public hearing.


We are always pleased to receive feedback on our services whether good or bad, so please do let us know your thoughts so that we can continue to improve.

Ownership of Records, Radiographs and Other Documents

The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice and will be retained by us. Case history records, radiographs and similar documents are the property of, and will be retained by us. Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case. We retain the right in certain circumstances to levy a charge for providing copies when additional expense in incurred.

Variations in Terms & Conditions of Business

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.