Terms and Conditions, Fair Usage Policy and Complaints Procedure

At Phoenix Vet Practice, we are committed to providing high-quality, compassionate veterinary care. These terms are designed to ensure clarity, fairness, and the smooth running of our services for all clients.

Fees & Payment

Payment is due at the time of treatment or consultation.

We accept a range of payment methods, which will be confirmed by our team.

If payment is not made at the time of treatment, we reserve the right to:

  • Withhold further services (except in emergencies)
  • Recover outstanding fees through appropriate means

Insurance Claims

If your pet is insured, we are happy to assist with claims. To cover our administrative costs a £30 charge will be added.

  • Payment remains the responsibility of the client at the time of treatment
  • We will provide all necessary documentation to support your claim

In certain circumstances, we may agree to claim directly from your insurer. This is at our discretion and may depend on:

  • The insurer involved
  • The nature and value of the claim
  • Completion of the required documentation

Where a direct claim is agreed:

  • Any shortfall remains the responsibility of the client
  • Policy excesses and exclusions must be paid at the time of treatment

Phoenix Friends Health Plans

Our Phoenix Friends plans are designed to support preventative healthcare and ongoing wellbeing.

Plan benefits include a range of services such as:

  • Vaccinations
  • Parasite prevention
  • Routine health checks
  • Discounts and additional benefits

Phoenix Friends Plus includes standard vet consultations and selected nurse appointments, as outlined in the plan details.

Plans are:

  • Payable monthly
  • Intended for routine and preventative care
  • Not a substitute for pet insurance

We reserve the right to amend plan benefits with reasonable notice.

Fair Usage Policy

Our plans are designed to offer excellent value while allowing us to maintain high standards of care.

Consultations (Phoenix Friends +)

Included consultations are for clinically necessary concerns.

We ask that:

  • Appointments are used appropriately
  • Cancellations are made with reasonable notice
  • Follow-up visits are guided by veterinary advice

Where usage is significantly above average, we may review the plan to ensure it remains appropriate.

Monthly Injection Consultations

Monthly injection appointments included within Phoenix Friends Plus are provided as nurse-led appointments.

Medication must be prescribed by a veterinary surgeon, and patients will require:

  • An initial consultation with a vet to start treatment
  • Ongoing veterinary reviews at least every 6 months, provided the condition remains stable

These reviews will typically coincide with your pet’s routine vaccination or 6-month health check included within the plan.

If a veterinary consultation is requested instead of the nurse consultation, a vet injection consultation fee will apply.

Routine services

Services such as nail clips and anal gland expression are included up to plan limits of 12 per year. Additional treatments may incur a fee.

Out-of-Hours Service

Phoenix Vet Practice provides its own out-of-hours service to support continuity of care for our patients.

This service is delivered by a small team of veterinary surgeons who also work during normal practice hours. In order to maintain a safe and sustainable service, clients are expected to use the out-of-hours provision responsibly and for urgent concerns.

Clients are requested to contact the practice as soon as they become aware of a concern, rather than delaying contact until later in the evening where possible.

Phoenix Vet Practice has partnered with VidiVet, which provides 24/7 access to veterinary advice and triage. Clients are strongly encouraged to utilise VidiVet, particularly during night-time and anti-social hours, to obtain initial guidance and determine whether an in-person consultation is required.

Use of the out-of-hours service is subject to additional fees. Any applicable charges, including discounts for health plan members, will be communicated at the time of service.

Complaints Policy

We are committed to providing a high standard of care and service. However, if you feel that we have fallen short, we encourage you to let us know so we can address your concerns.

Complaints should be made directly to the practice:

  • In person
  • By telephone
  • By email

We will:

  • Acknowledge your complaint promptly
  • Investigate the matter thoroughly
  • Respond in a timely and transparent manner

Our aim is always to resolve concerns fairly and maintain a positive relationship with our clients.

Online & Social Media Conduct

We understand that clients may wish to share their experiences online. However, we kindly ask that any concerns or complaints are raised directly with the practice in the first instance, so that we have the opportunity to investigate and resolve the issue.

Where concerns are raised publicly without prior contact, or where content is found to be misleading, defamatory, or damaging, we reserve the right to:

  • Respond appropriately
  • Take further action where necessary
  • Review the ongoing client relationship

Practice Relationship

Our aim is to build strong, trusting relationships with our clients based on mutual respect and open communication.

Where this relationship breaks down, or where behaviour falls outside of these expectations, Phoenix Vet Practice reserves the right to end the professional relationship and remove a client from the practice list.

Respectful Behaviour

Phoenix Vet Practice is committed to providing a supportive, professional, and respectful environment for both clients and team members.

We ask that all clients treat our staff with courtesy, respect, and kindness at all times. This includes communication in person, by telephone, email, and online.

We do not tolerate:

  • Abusive, aggressive, or threatening behaviour
  • Discriminatory language or conduct
  • Harassment of any kind

Our team is here to help and will always strive to provide the best possible care for you and your pet.

Phoenix Vet Practice reserves the right to refuse or withdraw services and remove a client from the practice list where behaviour is deemed unacceptable.

This may include, but is not limited to:

  • Persistent unreasonable behaviour
  • Abuse or intimidation of staff
  • Failure to follow reasonable practice policies
  • Repeated misuse of services

Where possible, we will communicate concerns and attempt to resolve issues prior to taking this step.