Priory Veterinary Group Terms & Conditions of Business


It is normal procedure for clients to settle their account at the time of consultation or treatment. An invoice or statement will be sent to clients after a horse/farm/home visit which is due for settlement upon receipt. Failure to make payment after reminders have been sent may result in the matter being referred to a debt collecting agency whose charges will be added to and payable within the invoice debt. Returned cheques or payment not honoured may incur charges. If, for any reason, you are unable to settle your account, please raise the matter with a member of staff as soon as possible.

Fees and Payment

All fees and costs are inclusive of VAT. Charges are determined by the time spent on a case and according to the drugs, materials and consumables used. We are always happy to provide you with an estimate prior to treatment but this is not a quote. We will try to contact you if we believe costs will exceed the estimate. However, if you are not contactable, we will act in the pet’s best interest and for the prevention of suffering. We always aim to keep you updated of your bill throughout treatment and will discuss all available options for your pet. A detailed invoice is available on request.

Complaints & Standards

Our standards and procedures are meticulously monitored by the RCVS in order to maintain our Tier 3 accredited Hospital status. We are privately managed and committed to providing first class care.

We try our hardest to avoid dissatisfied clients, however if you do have any concerns we would like to know about them. Complaints are handled by;

– Nicola Holmwood (Practice Manager)

– Emma Newton (Director)

We have two other Directors; Daniel May and Philip Hughes who are also available.

Please phone on 01202 484466, email Nicola at or Emma at We aim to respond within 48hrs.

Ownership Of Records

We release your pets history to other vets upon request. All case records, x-rays and laboratory reports are the property of, and are retained by, the Practice. The General Data Protection Regulations 2018 gives anyone the right to be informed about any personal data relating to themselves upon request.


Whilst advances in veterinary medicine mean we can do more for your pet, treatment costs can soon mount up. We recommend all clients obtain pet insurance to help cover unexpected vets bills.

There is no NHS for animals. In order for a veterinary business to function and remain open we have to charge for our services. We pride ourselves on being one of the only remaining privately owned, independent practices in the local area. But we can only stay this way by veterinary bills being paid. Pet insurance provides peace of mind for sudden unexpected veterinary bills.

It’s important to be aware that not all pet insurance is the same. Some policies limit the amount of time or money that you can claim for. Don’t shop around on price alone.

Ensure that you thoroughly read the small print before committing to any policy.

If you are purchasing a puppy or kitten, ask your breeder if they come with a temporary period of free insurance.

Having pet insurance can be the difference between life and death. We see cases that require highly specialised treatment that would not be affordable without insurance.