Priory Veterinary Group Terms & Conditions of Business


It is normal procedure for clients to settle their account at the time of consultation or treament. 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 within 28 days may result in the matter being referred to our debt collecting agents, P&J CDS, whose charges will be added to and payable with 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.


All fees and costs are quoted with VAT. We levy charges according to the time and skill required plus consumables used. They also contribute to the costs and overheads of running an accredited 24 hour hospital. Our out of hours fees are greater than those made during the “normal” working day to help suppport the cost of such service provision.


We can provide estimates for probable costs of treatment but please be aware that any estimate is only an approximate and often there are unforeseen issues/costs. We will try to contact you if we believe the 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.

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;
– Nicky Fitoussi (Practice Manager)
– Emma Newton (Director)

The other Directors Daniel May and Philip Hughes are also available.

Please phone on 01202 484466, email Nicky 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, xrays and lab 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.


Did you know 1 in 3 pets may require unexpected veterinary treatment each year? * Whilst advances in veterinary medicine mean we can do more for your pet, treatment costs can soon mount up. We recommend Petplan insurance to all our clients to help cover unexpected vets bills.

You may be surprised to hear that you are more likely to claim on your pet insurance than your car or household policies (Allianz Insurance plc). In fact, in our experience if you are one of the few people who don’t need to claim on your pet insurance you really are very lucky indeed!

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 just shop around on price alone.

At Priory Veterinary Group we recommend Petplan insurance for the following reasons:
• With Petplan’s Covered for Life guarantee your veterinary fees cover is renewed each year no matter how much you claim.
• Petplan doesn’t place exclusions at renewal on their Covered for Life policy so ongoing conditions such as eczema continue to be covered by the policy.
• Petplan won’t increase your premium or excess just because you make a claim.
• Petplan is a pet insurance specialist so they understand the animal market and work closely with vets, charities and breeders.

Check out Petplan for Insurance >> Petplan