VetPartners, York

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  Trevor Kendrick

  a month ago

  I have just come back from Northlands Vet Hospital Kettering with my dog. I have been a customer there for many years but I have noticed a significant decline in customer service over the years. My appointment was at 8.50am, having been ignored for 20 minutes as the receptionist was far to busy chatting to the practice nurse to acknowledge me or the phone that was ringing for 12 minutes. No other clients were present. The vet emerged at 9.15am with the previous client and their dog, 25 minutes after my appointment time again no acknowledgment, no apology for the delay, not a word. So I sat for another 25 minutes again listening to the receptionist and the vet nurse chatting about their holidays and ignoring the ringing phone etc. Having been completely ignored for 50 minutes I voiced my irritation, still received no apology, explanation or any other comment and left. Never to return. I have had enough of Northlands Vet Hospital's declining standards of customer care and indifference. My loyalty only stretches to far. It is clear that when the corporates and hedge funds take over customer care is of no financial value, well no more of my cash will be heading their way. I have found an independent vet nearby and I have registered my dogs there. I don't recall ever having experienced customer service this poor. If they treat clients with this level of indifference it indicates their attitude to animal care.

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  Miss Scotland 2016

  a month ago

  I submitted a formal complaint to VetPartners regarding serious concerns with one of their veterinary practices and received no response at all — not even a basic acknowledgement. For a company responsible for overseeing veterinary practices and client care standards, this lack of engagement is deeply disappointing. Based on my experience, and judging by similar feedback from other clients together with the generic, automated nature of many of their public responses, VetPartners appear largely indifferent once a complaint has been escalated beyond the individual practice level. I have been a long-standing client of the practice involved and have spent thousands of pounds there over the years. The complete lack of response from VetPartners ultimately influenced my decision to move both of my dogs to another veterinary provider. Clients reasonably expect that formal complaints will be acknowledged and taken seriously. Unfortunately, this was not my experience.

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  G R B

  5 months ago

  I called to ask for help for my 17.5 year old cat today after using the Malton branch of Minster vets for 26 years, to be told that the vet couldn’t come to euthanise her, as she was too busy. (I’m not able to drive at the moment to take her into the surgery).I was given a number to call to try to get another company to come, who was also not able to come for 12 hours at least and if not able, could get to me in 36 hours. I called another local vets who had someone to my home in 45 mins. This is not a company that treats animals ‘as if they are their own’ as stated on their website. The vet nurse on reception was very apologetic and clearly not her fault- but sometimes animals don’t get ill when it’s convenient and need our help. I will never use you again.

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