Terms of Business

Thank you for using the services of Gatehouse Veterinary Group. Our aim is to provide you and your pet with extraordinary standards of service. This document aims to explain our terms of business in plain English.

Surgery opening times:


Mon – Fri 8am till 8pm

Sat & Sun 8.30am – 5pm

Sat appointments 9am till 12.30pm

Sun appointments 11are till 12.30


Mon – Fri 8am till 6.30pm

Sat appointment 11.30am till 12.30pm

Sun closed


Our main emergency facilities are located at the hospital, in Allerton, and is staffed by a nurse 24 hours a day 365 days a year.

There is always at least one vet on site between 8am and 8pm and emergencies arriving without an appointment will be assessed as quickly as possible. Where treatment is not medically urgent they will be seen as soon as possible depending on the needs of other patients.

Nurses are on site 24hours a day to take care of your pets when they stay with us. They can be contacted out of hours on 01274 480031 Opt 3.

Our emergencies after 8pm are handled by Vets Now, who provide emergency care until the next morning when your pet will be transferred to us, your normal vets. Vets Now provide the equivalent of an A&E service for your pet. They are highly experienced at dealing with emergencies, and they are always available out of hours, either on the end of the phone to give free advice or to see your pet if required. Vets Now can be contacted on 01274 722721.

Second opinion and referrals

We accept second opinions and referrals.  You will be given a 20 minute appointment with the vet to discuss your case. These appointments must be booked in advance.

Simon Thomas is accredited as an RCVS Advanced Practitioner in Small Animal Orthopaedics.

Terry Croud has a particular interest in cardiology.


The practice is registered for VAT which is charged at the current rate on all fees, medicines, consumables and diets. A detailed written invoice is available for all charges incurred, and the separate cost of medicines, if required.

Estimates of Costs of Treatment

We are happy to provide a written estimate of the likely cost of a particular treatment, but please be aware that the final bill may vary because more or less treatment is required, complications may occur or because the full extent of treatment required is not apparent until treatment is started.

House Visits

House visits are available where it is felt necessary or appropriate. These will need to be booked with the receptionist and a suitable time approved.


We are happy to provide prescriptions where requested, which may be obtained from another veterinary surgeon or pharmacy if required. However, prescriptions can only be issued after a full clinical assessment of the animal concerned, for which our normal charge is £29.95. Prescriptions are charged at the rate of £15.50 per item, which is waived where the drugs are obtained from us. The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3 months but this may vary with individual circumstances. The standard charge for a re-examination is £25.00.

A list of the cost of the ten most frequently dispensed medicines is on display in our reception area, and is available in writing on request. You will also be informed on request of the cost of any medicine prescribed for your animal.

Methods of Payment

We accept payment in cash, by cheque or by the following credit or debit cards: – Visa, Visa Electron, Switch, Maestro, Solo, MasterCard and American Express.

Settlement Terms

Fees are due for payment at the end of each consultation, when a patient is discharged from hospital after an inpatient procedure, or when medicine, diets or supplies are collected.

If all fees are not to hand when payment would normally be made we will send you an invoice. Invoices are due for payment on receipt. Where further reminders have to be sent we may add charges to cover the costs of administration.

If accounts remain unpaid they will be referred to an appropriate outside agency for collection and further charges will be levied in respect of costs incurred in collecting the debt such as production of reports, as well as the charges of the agency used.

Any cheque returned as unpaid, any card payments not honored and any cash paid which turns out to be counterfeit will result in the original balance of the account being restored and any Bank or administration charges added.

Settlement Terms and Pet Health Insurance claims

We want to make sorting your account out as straight forward as possible, but we need your help.

  • Please bring in your certificate of insurance (your whole policy) on your first visit or as soon as possible after your first visit.  We will scan your insurance details on to your confidential record to help our claims department deal with any claims.
  • If you come with an insured animal for treatment we will ask you at your first visit to sign a claim form and pay any fees up to the excess.  If you are unsure of your excess, we treat it as being £80.  Any overpayments will be refunded at the end of the treatment.
  • For certain insurance companies such as E&L and Pet Insurance.co.uk direct claims are not possible and you need to pay your account in full and reclaim the costs yourself from your insurance company.
  • We normally submit a claim within three weeks of the start of treatment and then monthly if treatment is on going.  We therefore require you to sign a claim form every month. Please note it is your responsibility to submit claim forms within your time limit for your insurance claim.
  • On the claim form you need to fill in your details, the reason in plain words that you brought your pet and make the claim payable to Gatehouse Veterinary Group.
  • Please note that it is your responsibility to pay any shortfall on the amount your insurance company pays us together with your excess.
  • We reserve the right to ask for full payment for insured animals and leave you to claim your costs back from your insurers.
  • Our standard charge for completing a claim form is £25.00 however this is normally waived provided all of the medicines claimed for are purchased from our practice.

Pet Health Insurance

Gatehouse Veterinary Group strongly supports the principle of insuring your pet against unexpected illness or injury. We are approved by the Financial Services Authority to act as an intermediary for Pet Plan Limited. We do not receive commissions from Pet Plan and recognise that there are numerous other providers of insurance. Our staff have been trained only in respect of Pet Plan policies.

Inability to Pay

If for any reason you are unable to settle your account in full at the normal time we ask you to discuss the matter as soon as possible with one of our staff. Please note that part payment or payment in installments may only be sanctioned by specified staff members, and must be agreed in writing.

Complaints and Standards

We hope you will never have cause to complain about the standard of service you receive from Gatehouse Veterinary Group, however should you have a complaint it should be directed to the practice manager in the first instance at louise.marshall@gatehousevets.com  or in writing to the practice address.  All complaints are carefully investigated.

Ownership of Records

Case records including notes, radiographs, photographs, laboratory results, ECGs and ultrasound scans are the property of and will be retained by Gatehouse Veterinary Group. Copies of the notes together with results of any tests or investigations will be given to a veterinary surgeon who is taking over a case.

Ownership of Radiographs and Similar Images and Recordings

The care given to your animal may involve the production of a variety of recordings and images. Even though we make a charge for carrying out these investigations and interpreting the results, ownership of the resulting image or record remains with the practice.

Variation of Terms

No addition or variation of these terms and conditions will bind the practice unless agreed by one of the partners in writing and signed. No agent or person employed by, or under contract with the practice has the authority to alter or vary these terms and conditions in any way.

01274 480031