51³Ô¹ÏÍø

Our commitment to you

• We aim to provide you with a first-class professional service.
• We aim to provide your horse with the highest standard of treatment and care.
• We will endeavour to arrange re-examination appointments at convenient times and dates for you and encourage you to request the same vet at the time of booking.
• In the sad event of your horse passing away, we can put you in contact with a bereavement counselling service.

Your commitment to us

• You are responsible for full settlement of your account. An account should be settled within 15 days of the invoice date. Should an account not be settled within this time, reminders will be sent. Any account with an outstanding balance over 60 days will be subject to a 2% penalty charge of the total balance. After due notice to you the client, overdue accounts will be sent to our Central Debt Team and then onto our debt collection agency, incurring a 5% fee of the total balance, should the debt continue beyond 90 days. Further charges may be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits etc.
• Any Credit Card payment not honoured, and any Cash tendered that is found to be counterfeit, will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
• Payment can be made by:
• Cash
• Debit card
• Credit card (except American Express)
• Bank transfer
• To make an online payment, visit - /equine-vet/online-payment
• If you have an account query or would like to make a payment, please either call 01707 666297 and select Option 2 between 8.00am and 5.00pm, Monday to Friday, or email equineaccounts@rvc.ac.uk
• In the unfortunate event that you need to cancel your appointment, please provide us with as much notice as possible.
• To behave with respect and courtesy toward all of our staff at every point of contact.
• You must keep a valid passport for all equines with your animal at all times, as per Government guidelines - 

Feedback

• We will always do our best for you and your animals. If you have a concern which cannot be resolved informally, please put your concerns in writing to us at equinereception@rvc.ac.uk
• Our full complaints process is available at /equine-vet/information-and-advice/raising-a-concern

Prescriptions

• Written prescriptions are available on request.
• You may obtain Prescription Only Medicines, Category V, (POM Vs) from your Veterinary Surgeon OR ask for a prescription and obtain these medicines from another Veterinary Surgeon or a Pharmacy.
• Your Veterinary Surgeon is only permitted to prescribe POM Vs for animals under their care.
• A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
• You will be informed, on request, of the price of any medicine that may be dispensed for your animal.
• The general policy of this practice is to re-assess an animal requiring repeat prescriptions every six months, but this may vary with individual circumstances. The standard charge for a re-examination is £40.00.

Returned Medicines Policy

• The British Veterinary Association Code of Practice on Medicines (2000) states: "Once stock has been dispensed, it should not be accepted back into the dispensary. No returned goods should be offered for resale because there may have been problems with storage conditions beyond the veterinarian’s control."
• We cannot give refunds for unwanted medications, due to the legal requirement to dispose of them. We are happy to safely dispose of your unwanted or expired medication, if it was purchased from the RVC.

Insurance

• If your horse is insured for veterinary fees, please advise your insurance company of your claim as soon as possible. Do not wait until treatment is complete.
• Please check your insurance policy carefully regarding exclusions such as administration or livery fees.
• You can arrange for the insurance company to make payment directly to the RVC by indicating this on your claim form. On receipt of this authorisation, we will send a report and relevant invoices to your insurance company so they can then pay us directly.
• If there is an outstanding balance after settlement from your insurance company, you will be contacted and invoiced for the outstanding balance.
• If you settle your account in full, please either hand or forward your completed claim form to our reception team. We will complete any relevant details and send the form, on your behalf, to your insurance company.
• An administration fee of £25.00 is applicable for processing insurance claims.
• We are happy to liaise with the insurance company about recovery of fees on your behalf, but you may be required to give permission allowing us to do this.
• If the insurance company for any reason does not pay part or all of the amount owing, you will be responsible for the outstanding account balance.
• If an insurance claim is not settled within 60 days we will require you to settle your account in full.

If you have any queries concerning payments, please do not hesitate to contact us:

The Equine Practice 01707 666 297 between 8.00am and 5.00pm Monday to Friday

Please note that all telephone calls to and from the Equine Hospital may be recorded for training and monitoring purposes in order to improve our services.

Attending your appointment will be considered as acceptance of the above.

Data Protection Statement:  The 51³Ô¹ÏÍø complies with the UK Data Protection Act 2018 and the Freedom of Information Act 2000. Our full Privacy Notice can be viewed at 

If you do not wish to receive further information about services and events offered by the RVC and its charities, please contact our Reception team.  You may also contact us this way if you wish to have access to modify or correct your information.

Customer Care

The 51³Ô¹ÏÍø (RVC) is committed to providing clinical services of the highest standard and so we welcome customer communication and feedback. If you have a concern or are dissatisfied with our service, please contact us as soon as possible. We will proactively work with you to resolve your concerns.

You can contact us in a number of ways:

Face-to-face:

• If you have a concern with the clinical service you received from the RVC, please in the first instance please talk to the RVC veterinary surgeon caring for your animal. They are often in the best position to answer any questions you may have
• If your concern relates to a non-clinical aspect of our service, or you would rather speak to someone who has not been directly involved with the care of your animal, please speak to a member of our reception team who will direct you to an appropriate person
• If you would like to discuss your concerns in more detail, we are happy to arrange meetings with relevant members of our team

Telephone:

• Please contact our customer care team on: 01707 666297
• If we are unable to put you through to your veterinary surgeon or the relevant manager directly, please leave a message. Please tell us your name and your animal’s name together with daytime contact details and a brief description of your concern. We will return your call within 2 working days

In writing:

 equinereception@rvc.ac.uk

• Operations Manager, RVC Equine, 51³Ô¹ÏÍø, Hawkshead Lane, North Mymms, Hertfordshire AL9 7TA

To help us investigate your concern, please provide us with the following information:

• Your name and full contact details
• Your animal’s name, species, breed and age
• A clear description of your concern
• Copies of any relevant supporting documentation (if applicable)
• Details of the outcome you would like to see

We will acknowledge your email or letter within five working days.

We will instigate a thorough investigation immediately. We will ask all those involved to provide a statement detailing their version of events. This allows us to produce a detailed chronology to gain a full picture of what happened.

We will write to you within four weeks. If our investigation is complete the letter will detail our final response. If we have determined that more in-depth research is required we will advise you of this and we will have a maximum response time of eight weeks to answer your concerns in full.

If, in exceptional circumstances, our investigation is still not complete, we will explain our position and let you know when we expect to be able to provide a final response.

We may not always provide the answer you are looking for, but we will make sure we offer a clear explanation for our decision.

If you remain unhappy:

If you are dissatisfied with our response, you can ask The Royal College of Veterinary Surgeons (RCVS) for an independent review. The RCVS register veterinary surgeons and veterinary nurses to practise in the UK, and regulate their educational, ethical and clinical standards.

The RCVS has a responsibility to investigate all concerns raised with them about veterinary surgeons and registered veterinary nurses (RVNs).

The contact details for the RCVS are:

Royal College of Veterinary Surgeons Belgravia House, 62-64 Horseferry Road, London SW1P 2AF

 020 7202 0789

Website: 

The RCVS also offers a mediation service:

 034 5040 5834

 enquiries@vetmediation.co.uk

Website: