A safe place for everyone in our care

We care deeply for all animals and are passionate about what we do. We aim to treat all clients and visitors to the practice with courtesy and respect, and we expect our clients to treat our staff the same.

Our staff come to work to provide expert care and do their job with love, and without fear, intimidation or any other unacceptable behaviour.

What we do not tolerate

We do not tolerate any of the following abusive or violent behaviour against any of our staff:

• Using violent, threatening or abusive language, or physical action, towards our staff, other clients or animals in our care.
• Verbal abuse in any form, whether in person or over the phone.
• Persistent or unrealistic demands that cause stress or intimidation. We endeavour to respond to requests as soon as possible, or will provide an explanation when requests cannot be met.
• Making malicious or false allegations about our staff or other clients, whether online or in person.
• Making sexual, racial or other discriminatory remarks.
• Theft or fraud, including obtaining or attempting to obtain veterinary medicines fraudulently.

In the event of unacceptable behaviour

The person will be asked to stop and, if necessary, asked to leave the premises. A written warning will be issued and kept on the client’s file.

If the behaviour persists, we will terminate our client and practice relationship and withdraw our vet services with a 7-day warning. A written notice of termination will be sent and also stored on the client’s file.

Incidents of threatening, abusive or violent behaviour will be reported to the police, and termination of our services will be immediate in the following cases:

• Threat to the personal safety of our staff, other clients or animals.
• Unacceptable and wilful discrimination.

We hope you can understand and welcome this policy, which is written with the best interests of our staff, clients, visitors and the animals we care for.

Last reviewed: April 2026.