Thank you for entrusting the care of your pet to Belmont Vets
Conditions of Registration
By registering you agree to the terms and conditions of business.
For clients transferring from another practice we require a full clinical history. Please ensure you allow enough time for your history to be obtained before making an appointment
There is no National Health Service for pets, and Belmont Vets relies on fee income to invest in the best possible standard of facilities, equipment, and staff to the benefit of our patients and clients
Please ensure all fees are paid at the time of treatment as this helps to keep the level of fees as low as possible for all our clients. Outstanding invoices will incur surcharges if they remain unpaid.
All professional fees, accessories, and medicine charges are subject to VAT at the current rate. Fee levels are determined by the time and skill level required for a case as well as medicines, materials, laboratory test, consumables, and diets used. Itemised fee breakdowns are always available for every treatment. You are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought to us on your behalf by a relative, friend or agent.
No medicines or Accessory items can be dispensed without payment being received at the time of collection. The Veterinary Surgeons and staff will be pleased to discuss likely costs at any time – please don’t hesitate to ask.
Methods of payment
Invoices are due for settlement at the end of each consultation, the discharge of your pet or upon collection of medicines and other pet requisites. You may settle your account using: Cash or Credit /Debit card.
Estimates of Treatment Costs
We will provide written estimates as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate as it is not always possible to predict how a pet’s illness will progress, and often a pet’s illness will not follow a conventional course. We will try to contact you on the contact numbers you have given us if we believe the treatment costs are going to exceed the estimated costs, however, if you are not contactable we will treat your pet as necessary for the prevention of pain and or suffering.
All accounts should be settled in full at the end of each consultation, on the discharge of your pet, or on
Inability to pay
If for any reason you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalment payments or part-payment of any account may only be sanctioned once discussions have been held with the accounts department and you will need to sign an acknowledgement of debt. The granting of permission for instalment payments rather than full payment at the time of treatment is at Belmont Vets absolute discretion.
Out of Hours policy
Should your animal require Veterinary attention outside of surgery hours, we provide 24hr Emergency Veterinary cover. No staff are resident at the practice overnight, however, your pet will be monitored by the Out of Hours team as often as is considered appropriate for their condition.
We can only provide prescription medications for animals under our care. This means that the Veterinary Surgeon has to examine your animal before dispensing medication or at suitable intervals if your pet is on long-term medication. The frequency of repeat medication reviews is at the discretion of the vet. A consultation charge will be payable for these checks which must be carried out at least every 6 months.
Belmont Vets may contact you either by letter, phone, text or electronic means in order to advise you of outstanding account, reminders of your pet’s preventative healthcare treatments and any marketing offers that might be of benefit to you or your pet. Please inform us if you wish for no contact to be made. However, please be aware that this will remove the ability of the Practice to send vaccination reminders. Reminders are provided as a complimentary service to our clients. Belmont Vets accepts no liability for any loss, damages or costs which may result from the failure of a client to receive any reminder.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by a Director. No agent or person employed by, or under contract with Belmont vets has the authority to alter or vary these conditions in any way.
Complaints and Standards
Belmont Vets is committed to providing an exceptional standard of service and care. Belmont Vets provides ongoing training to its staff regarding all aspects of companion animal practice.
We realise however that things can sometimes go wrong and there may be occasions when you feel your expectations were not met. When this happens we want to hear about it so that we can try to put things right.
Most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.
If your complaint cannot be resolved, you should then write to us, your complaint will be handled by the Clinical Director who will either, contact you, correspond with you or meet with you as appropriate to the complaint.
A Guide to Making A Complaint
We hope that before you complain formally you will give the Practice a chance to put things right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. Regretfully, we are unable to investigate complaints made more than 6 months after the event
In the event your complaint is relating to an Out of Hours service or a Referral treatment that was not provided by our staff we would ask you to firstly direct the complaint to the relevant service provider. If you are not sure whether or not this was the case please ask any of th practice staff and we can wuickly clarify to whom the complaint should be directed. We would also appreciate it if you could keep us updated on the outcome.
Please include the following to assist us in investigating the problem.
- Why: The nature of the complaint/problem
- When: The problem occurred
- Important info: Your name, address and convenient contact telephone and email. The name of your pet.
- Who: Which staff were involved, What: You are hoping for, as an outcome. Complaints should be addressed to the Clinical Director Mrs M Mercer.
What we will do
We will acknowledge your complaint within five working days of receipt, informing you who is dealing with your complaint and when you can expect to receive a reply. In most cases, we hope to give you a full reply within fifteen working days but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be in a position to offer you an explanation, and /or the results of our investigation.
When we look into your complaint, we will aim to
- Find out what happened and what went
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem does not happen again.
What to do if you are still unhappy
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and is an opportunity for us to improve our practice. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.