chloe wills
I cannot fault the vets themselves, who appeared to do everything they could for my 5-month-old puppy, who very sadly had to be put to sleep. The clinical care at the time felt compassionate and professional. However, I have been incredibly upset by the insensitivity of the finance team following his death. After taking out £10,000 of insurance cover, my claim was unexpectedly declined. Langford were aware that I was challenging this decision, yet as soon as the insurer refused payment I was aggressively chased for several thousands of pounds. At a time when I was grieving the loss of my puppy, I was told I would need to pay the full amount upfront and, if I couldn’t afford it, to use a credit card. After repeated conversations, I was eventually offered the option to split the balance into three payments “to show some festive cheer” and “in the season of goodwill.” Given that this was only weeks after my puppy had been put to sleep, I found those comments deeply upsetting and insensitive. Despite explaining my circumstances, there was no meaningful flexibility or understanding shown. I am still struggling with extortionate monthly payments as a result of this situation — payments for a puppy I no longer have — and at no point have I felt there has been genuine empathy or consideration for the emotional and financial position I was placed in. You would hope that, given the nature of the work carried out in a veterinary hospital, administrative and finance teams would be trained to communicate with greater compassion. On that basis, I would not choose to bring a future dog here. I sincerely hope this feedback is taken seriously.
