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We hope you never have cause to complain about the standard of service you receive from us, however, should you have a complaint it should be directed in writing to the Practice Manager, all complaints will be carefully investigated. We welcome any comments or feedback you wish to make about any aspect of the services we provide to you, again please contact the Practice Manager.

Ownership of Records and Images

Case records including notes, X- rays, laboratory results, ECG’s, ultrasound scans etc are, and will remain the property of, and will be retained by, The Barn Animal Hospital. Copies will be passed on request to another Veterinary Surgeon taking over the case. The care given to your pet may involve a variety of investigations, recordings and images. Even though we make a charge for carrying out and interpreting these investigations, the ownership of the resulting records and images remains with The Barn Animal Hospital.

Out of Hours Policy

The practice provides 24-hour nursing care for in-patients admitted before closing time. We contract our Out of Hours emergency service to Vets Now, who provide dedicated emergency veterinary care to our clients after we have closed. The cost of initial consultations and common procedures provided by Vets Now is available from reception for your information. All treatment provided by Vets Now for your pet will be invoiced by them and settlement will be due to them according to their terms of business.


You may obtain Prescription Only Medicines (POMV’s) from us or ask for a prescription to obtain these medicines from another Veterinary Surgeon or pharmacy. Your Veterinary Surgeon can only provide POMV’s for animals under his/her care. In accordance with RCVS guidelines your Veterinary Surgeon will need to re-examine your pet every 3-6 months depending on the medication prescribed and the age and condition of the animal, there is a standard charge for this examination. Should you wish to purchase your POMV’s elsewhere a prescription fee will be charged.


We will ask you for contact details so that we can liaise with you regarding your pet’s treatment, test results etc. We may also contact you by letter, text, phone call or email to remind you of dates for your pet’s preventative care treatments. Please tell reception if you do not wish us to contact you for marketing purposes, but please be aware this will mean we will be unable to remind you when your pet’s vaccinations are due. If you fail to receive a vaccine reminder no liability can be accepted by The Barn for any inconvenience or additional expense incurred.

No agent or employee of The Barn has the authority to alter or vary these terms and conditions in any way.