Connaught House Vets was established over half a century ago and was one of the first practices in the country to be granted hospital status by the Royal College of Veterinary Surgeons. We continue to work to follow the highest level of the voluntary Practice Standards Scheme, so we can provide the best standard of care for our clients and their pets.
As well as the hospital in Tettenhall Road, Wolverhampton the Connaught Group also has branch surgeries in Kingswinford and Codsall. Kingswinford has a dedicated team of nursing and support staff, whilst Codsall is run by familiar faces from Wolverhampton.
In addition to the treatment of domestic pets, the practice also has a devoted Equine team which provides care to horses, ponies and donkeys (with the occasional pig!). Most equine patients are treated in their home environment however, owners can choose to bring their horses to the equine clinic at Shepherds Buildings, Burnhill Green.
We aim to provide an individualised, caring service to all our clients, whether companion or equine. Above all we intend to prioritise the welfare of your pet or horse and discuss the best options for treatment with our clients to involve them in the decision making process at all points.
Small animal out of hours services are provided by our own vets until late evening when they are passed over to a dedicated out of hours provider, equine out of hours emergencies are always covered by our own vets.
Originally founded in 1953 by Mr W M Taylor at Pipers Row, Wolverhampton the practice re-located some 20 years later to Tettenhall Road, Wolverhampton. The very first branch surgery on Oaken Lanes, Codsall was opened in 1961 and remains there today for routine appointments.
In 1977 Connaught House Vets was one of the very first practices in the country to be granted Hospital Status by the MCRVS. Since moving to Tettenhall Road the practice has undergone an extensive programme of refurbishment and modernisation. Whilst consulting rooms, reception, dispensary, laboratory, offices and residential areas remain in the original building, the theatres, wards, X-Ray room and prep rooms are housed in the purpose-built hospital at the rear of the premises.
We purchased an existing Veterinary Practice on Broad Street, Kingswinford in 2002 which became our second branch surgery. Our equine department was established in 1980 by Mr Taylor’s daughter, Sue, and now has a base at Burnhill Green near Wolverhampton. Sue Taylor has been partner since her move to the practice in 1980, with Nick Bolton joining her in the partnership around 1990. Andrew Mills took over from Mr Bolton in 2016 following his retirement.
Meet The Team
Sue Taylor BVMS MVM MRCVS
Senior Partner - Equine Vet
I am the daughter of Mick Taylor, the founder of the practice, hence I grew up with veterinary medicine around me, helping my father from a very early age.
I qualified from Glasgow vet school in 1976, and then spent a year as a postgraduate studying equine orthopaedics leading to an MVM. Following several years living in Newmarket working as a locum, I returned here in 1980 and have been here ever since. I have been one of the race course vets at Wolverhampton from 1980, Uttoxeter race course since 1988, I am now part of the team at Haydock and also at Aintree for the bigger race days such as the Grand National. I find all my job fascinating, but I have a special interest in equine performance/ lameness and in farriery (I am an examiner for the Worshipful Company of farriers).
I have ridden all of my life and own several thoroughbred horses. In my (limited!!) spare time I train point to pointers and hunter chasers; often having them from youngsters, breaking them in and then taking them through their training. I also breed the occasional thoroughbred foal. I live with my rescued lurcher Hal, my whippet Tiny Tim and my partner Paul who manufactures saddlery.
Andrew Mills BVet Med MRCVS
Partner – Equine Vet
I graduated from The Royal Veterinary College in London in June 2007 and joined Connaught Veterinary Group straight away. I joined the partnership in 2016. I currently work mainly for our equine department but do still do some companion animal work, spending my days out and about on visits and covering some evenings in practice. I have a particular interest in equine dentistry (with my equipment purchases being a running joke as ‘boys toys’ – the hazards of being the only male!) and I am part of the team that covers Wolverhampton racecourse.
Outside of work I spend my time cycling and I am currently on a fitness drive. I have a wife, Beverly (also a vet at Connaught House) and two daughters, Faith and Constance. We live with our pet Jack Russell, Bobbie and our parrot Bertie.
Gayle Capps BVSc MRCVS
I qualified from Bristol vet school in 1999 and worked in a mixed practice in Bedfordshire for three years, before moving to The George Veterinary Group in Wiltshire for the best part of ten years, initially doing small animal and equine, but ultimately solely equine. We moved to Shropshire in 2012, because we fell in love with the countryside whilst being here on holiday! The house we bought will keep our DIY skills and gardening skills busy for years to come. I have been at Connaught since the move.
I have two children who also keep me busy, a long-suffering husband who works in London, and a very daft retriever called Alfie who comes out on visits with me.
Julie Wylie BVet Med (Hons) MRCVS
I graduated from the Royal Veterinary College in 2002 and have worked at Connaught since I qualified.
I spend the majority of my time at the Wolverhampton hospital where I enjoy the complete variety of routine and more complex small animal work and enjoy all aspects of my role with both medical and surgical cases. I also work at the Codsall branch in the evenings where I thoroughly enjoy building relationships with clients and their pets and assisting them through the highs and lows of life’s journey.
Knowledge and professional development is an important part of everyone’s careers at Connaught House Veterinary Group and I am currently working towards my PgC in feline practice.
Outside of work I enjoy spending time as a family with my husband and daughter. We have a busy household with border collies and small breed dogs who enjoy competitive agility as well as being owned by a number of cats who enjoy the lazier life!
Kathryn Wright BVet Med MRCVS
Zadie Looker MRCVS
Deputy Clinical Director
I qualified in 2011 from the Royal Veterinary College. Previously, I have worked as a mixed vet and moved into small animal charity work in 2015. I joined Connaught House Veterinary Group in April 2021.
I have a keen interest in surgery and pain management and am currently studying for a post graduate certificate in small animal surgery. I also enjoy mentoring and teaching; as one of the RCVS GDP coach’s at Connaught House Veterinary Group I’m always keen to support students and recently qualified veterinary professionals.
I am mostly based at the Wolverhampton hospital and will often be seen sporting a bright surgical hat. I also spend some afternoons at Codsall.
In my spare time my dog, cats and ferrets keep me busy. I also enjoy reading, swimming and days out in the countryside with friends and family.
Kelly Huntley BVSc MRCVS
On Maternity Leave
I qualified from Bristol University in 2012 and have been working at Connaught House since May 2014, where I am mainly based at the Kingswinford branch. I have a keen interest in all aspects of internal medicine, especially feline.
Outside of work I have a border collie called Ted and spend most of my time walking him as well as competing at dog agility.
Beverley Mills BVetMed BA MRCVS
Hailing from Ohio, I moved to London to attend the Royal Veterinary College. I had the pleasure of meeting my husband, Andrew, whilst at the RVC. I qualified in 2007 and moved to Shropshire, working in a mixed animal practice at Hollybush Vets. I joined the Connaught team in 2015, I work mainly in the Kingswinford branch but can occasionally be found at the hospital. I enjoy all areas of small animal practice but have a particular interest in surgical cases.
I now work part time to facilitate being a taxi service to my daughters Faith and Constance. When I get any spare time, I enjoy gardening and playing the piano.
Marta Cziriak MRCVS
I graduated from the USAMV Cluj Napoca, Romania in 2017. In 2018 I took the big decision to move here to the UK. I have been working at Connaught House since June 2019, where I’m mainly based in the Kingswinford branch but occasionally I also work at the hospital too. I enjoy all areas of small animals but I still can’t decide if I like more surgical cases or internal medical cases.
Outside of work, my many dogs keep me busy but when I have free time I enjoy doing jigsaw puzzles and going shopping.
Will Garner BVetMed MRCVS
I joined Connaught House immediately after graduating from the Royal Veterinary College in 2019. I have a keen interest in diagnostic imaging, particularly ultrasonography. I am currently studying towards a certificate in advanced veterinary practice with a designation in cardiology via the University of Liverpool.
Outside of work, I enjoy clay pigeon shooting in my spare time, previously having been part of the shooting team at university. I do not currently have any pets, but I grew up with working gundogs and hope to have a working Cocker Spaniel again in the future!
Elliot Clark BVetMed MRCVS
I graduated from the Royal Veterinary College in 2015, I have an interest in surgery and have pursued this by under taking 2 internships in a multi-disciplinary referral centre and am currently studying for the BSAVA certificate in Small Animal Surgery.
Outside of work I enjoying hiking with my two Norfolk Terrier dogs and am due to have a baby this year with my wife.
Rachel Bolus BVetMed MRCVS
I graduated from the Royal Veterinary College in 2008. and joined the Connaught team in 2021. I run the vaccine clinics at the Wolverhampton branch and complete much of the pet travel work. I have an interest in general wellness and preventative healthcare.
I have a very lively household, with my husband, two children, our dogs and our cat. When I get chance, I love to read and also enjoy baking.
Lisa Whitehouse RVN
I started working at Connaught in 1990 and attended Rodbaston College where I qualified as a Registered Veterinary Nurse in 1997. My main interest lies in emergency and critical care cases as I gained a certificate in this area in 2014.
I own a border terrier and a parson russell terrier, who I love walking and spending time with. My other hobbies include riding my motorbike as well as watching motorbikes and Formula 1.
Samantha Rudge RVN
Head Nurse at Wolverhampton Hospital
On Maternity Leave
I have worked at Connaught since September 2010, with a short period in another practice in 2013/14. I previously worked in another Veterinary Practice for nearly 3 years. I qualified as a Veterinary Nurse in Summer 2012. I have special interests in Veterinary Anaesthesia, laboratory diagnostics and in-patient care.
Deputy Head Nurse
I qualified as a Registered Veterinary Nurse in 2016 at a busy first opinion practice. I moved to Connaught House Veterinary Hospital in November 2018.
My main interests are in emergency and critical care (ECC), anaesthesia and medical nursing. I have completed my ECC and anaesthesia certificates.
In my spare time I enjoy hiking, exercising and socialising with family and friends.
I qualified as a Registered Veterinary Nurse from Harper Adams University in 2014. I worked at a busy veterinary hospital in Leeds for 5 years before joining Connaught House Veterinary Hospital in January 2019.
I have an interest in feline nursing and have completed the International Society of Feline Medicines certificate in Feline Nursing. I have a cat called Louie who is 8 years old and in my spare time I am currently working on decorating my new house. I also like to take the opportunity to volunteer to help animals abroad when I can.
I started my veterinary career in 2011, joining Connaught in 2015 and qualifying as an RVN in 2018. My interests lie in ECC, anaesthesia and laboratory. I have since gained a certificate in exotics nursing (Avian) and plan to continue further study.
Outside of work, I enjoy gigs, walks with my dog and gardening.
Claire Cook RVN
Deputy Head Nurse Kingswinford
I started work at Connaught Wolverhampton Hospital in 2008, qualified in 2010 and moved to the Kingswinford branch in 2017. I enjoy all aspects of theatre work, nurse clinics and pharmacy.
Outside of work I have my horse Dolly who I ride most days and my elderly Jack Russell Terrier Dot who keeps me on my toes. I also enjoy motorcycles and day trips out.
Maureen Mason RVN
I joined Connaught House in 1983 and qualified as a Veterinary Nurse in 1987 after training at Rodbaston College. I work at both the main Wolverhampton Hospital and the Codsall branch surgery.
I have an Italian Spinone called Wesley, and I am an avid support of Newcastle United FC!
Debra Upton RVN
I trained in Nursing at a practice in Birmingham and qualified from Rodbaston college in 1986. I stayed the same practice going part time in 2000, when I had my daughter. I
joined Connaught in March 2016 as Clinic Nurse.
At home I have
3 rescue animals, a lurcher called Kiki who loves her walks, and 2 cats Martha and Polly.
I joined Connaught Vets in 1980 – I am the longest serving member apart from Sue Taylor! – and attended Rodbaston college for my animal nursing training. I work at both the Wolverhampton Hospital and Codsall branch surgery.
I have two black and white cats called Luna & Solar.
Kerry Wall RVN
Head Nurse at Kingswinford
I qualified in 2000 at Rodbaston college and came to work at the Kingwinford branch in 2004.
I am the Head Nurse at the Kingwinford practice, and have a keen interest in canine behaviour.
I share my home with my partner Paul, my cat Tyrion, African grey Roo, and two rabbits Jake and Elwood, who are all rescues, and my pointer Kobi.
I took up showing with Kobi about 7 years ago, and have had lots of fun even qualifying for Crufts.
Also have done some training days on the grouse moors of Yorkshire . I am a keen walker and love exploring new areas of the country.
Sarah Allen RVN
Veterinary Nurse Kingswinford
I qualified as a veterinary nurse in 2002 whilst working at a veterinary surgery in Birmingham. I started working at Connaught House in April 2010, part time, where you would find me at the Kingwinford surgery.
From March 2020 my role changed and I now use my veterinary nursing and insurance knowledge to process all the insurance claims and answer insurance queries both from clients and also insurance companies etc across all branches.
I have 2 lovely cats, a house rabbit and I’m a proud mom of 2 boys. I spend most of my free time running around after them! I also enjoy socialising with friends and family.
Joanna Parker RVN
Veterinary Nurse Kingswinford
I started at Connaught in Wolverhampton in 2006 and qualified as a Registered Veterinary Nurse in 2010.
I moved to the Kingswinford branch in 2012 and here I still am.
I enjoy nurse clinics and love meeting new animals we welcome to the practice.
For Hobbies, I have an online (Facebook) company called El’s Tails, where I personalise pet products, so this keeps me busy when I’m not at the vets.
I have a beautiful Labrador called Radley who is 9 years old and he is a very spoilt boy.
Veterinary Nurse Wolverhampton
On Maternity Leave
I joined Connaught in July 2017 to complete my training and qualified as a RVN in 2018. I have a particular interest in Nurse Clinics, medical nursing and especially love Sight Hounds! I am currently in the process of completing a Certificate in Animal Behaviour which is due to finish in January 2022.
I have three lurchers; Ariel, Brair and Blaze and a tortoise called Stormageddon! Outside of work I enjoy walking the dogs in the countryside or trips to the seaside, spending time with friends and family and a big fan of True Crime!
Paula Wilson RNV
I qualified as a Registered Veterinary Nurse from Myerscough College, Preston in 2003. I worked in a very busy A+E practice in Bury Lancashire for 18 years before moving to Wolverhampton. After a short period at another practice I joined Connaught House Veterinary Hospital in November 2020 and have a keen interest in surgery and theatre work. In February 2022 I am starting a Certificate in Dentristy.
I currently have 2 border collies, Talli & Effi, and 3 cats Bobby, Makie and Finley.
Amy Starr RVN
Chelsea Tansley RVN
I qualified as an Registered veterinary nurse this year from Rodbaston College. I have worked in a small general practice for 8 years before joining Connaught House Veterinary Hospital in June 2022.
I have worked in an ISFM (International Society of Feline Medicine) accredited practice during my training so feline medicine plays an avid role in my day to day nursing.
I own a talkative ginger tom cat called Thomas O’mally who is roughly 10 years old and a 12 year old Shiba Inu called Keia.
Phoebe Gough RVN
The Support Team
I began working at Connaught House in 1998, starting on reception and then migrating to the offices upstairs to focus on the Equine Department. I now spend my days tracking down the equine vets and keeping them focussed on the job in hand – even I cannot stop them from going AWOL at times (!) – as well as dealing with the administration the equine department brings with it.
In my spare time I breed and show Maine Coons, and I am often seen walking into the practice with one of my beloved cats in tow.
I started working for Connaught Vets in Oct 2019, but previous to this have been a veterinary receptionist for 20years so obviously enjoy all aspects of the job!
I have a 9 year old Labrador that loves swimming in the sea when my husband and I take her to the caravan in Wales, and she also loves long walks on the beach.
I enjoy walking and listening to live music.
My proudest moment was when my youngest son got married in June 2021, it was such an emotional day!
Stephanie Simpson MAAT
Allison Edwards MAAT
I joined Connaught in October 2009 working as part of the accounts team and am a full member of the Association of Accounting Technicians.
I love my bible, my family and my friends.
I enjoy watching Columbo and could sit and watch him on TV all day long if time allowed. I love to travel but equally also enjoy visiting National Trust gardens and have subsequently developed ‘green fingers’ of my own, following in the footsteps of my Dad who grows the best veggies ever!!
I started at Connaught House Vets in June 2018, and I work part time on reception at the Wolverhampton Hospital. I particularly enjoy talking to clients on the front desk and working behind the scenes in the offices.
In my spare time I ride my horse Bryn, walk my three dogs and spend a lot of money getting my car fixed!
I started working as a receptionist at Connaught House in June 2021, having previously worked at a different practice for 4 years. I enjoy meeting clients and their animals and all aspects of reception work.
Outside of work I am kept very busy with my 4 dogs – Reggie a 7 year old rescue lurcher; Nala a 4 year old rescue from Croatia; Buddy a 2 year old English Springer Spaniel who is training to be a working Gundog, and I am currently fostering Henry, a 10 month old rescue from Croatia. I also help my friend with her horses and enjoy country walks and rides. In any spare time I have, my husband and I support our sons at Motocross and football.
I have worked at Connaught House since January 2021. After gaining a BSc (Hons) in Animal Management I went on to be a Zoo Keeper for 11 years. I worked mainly with Primates ranging from Marmosets and Tamarins to Orangutans. I have also spent some time working with and training dogs who have since gone on to be Police Dogs and Anti-Poaching dogs in South Africa.
Outside of work I enjoy spending time with my pets and am a huge fan of Eeyore.
I joined Connaught House vets, Kingswinford, in June 2022 on reception having previously worked as a receptionist at a GP Surgery.
This is my first time working in an animal focused environment and I enjoy meeting and fussing the animals.
Outside of work I help to take care of my daughter’s 18 month old French Bulldog named Nala. My husband and I enjoy touring around the UK and walking in the great outdoors.
I started working as a receptionist at Connaught Kingswinford branch at the end of January 2022, beginning a new career change.
I enjoy meeting all clients and their animals and all aspects of my job.
In my spare time I enjoy spending time with my 12 year old staffy Tia, socialising with friends and planning new adventures.
I started working as a receptionist at Connaught House Kingswinford in June 2022, having previously worked at a newspaper where I enjoyed meeting clients and helping with their businesses.
Outside of work I am kept very busy with my dog Bleu, a 5 year old French Bulldog and my 2 children Megan and Jake. My partner Sam is a property developer and I help regularly with emails etc – he calls me his PA!
I have recently joined connaught House Vets Kingswinford in June 2022, having previouly worked at other veterinary practices.
I love meeting and helping our clients and their pets.
In my spare time I keep fit by taking Charlie, my border terrier for walks and going to Zumba. I also love to bake.
Animal Care Assistant
Animal Care Assistant
I have worked in Veterinary for many years qualifying as a Veterinary Nurse in 2013. I have recently had a break from veterinary nursing, returning back to the profession as a nursing assistant.
I have a strong interest in senior pets, owning an elderly Jack Russell called Minnie. I also have a young crossbreed dog called Dyson.
When not in work I like to take my dogs away in our caravan, or I am riding my horse Lilly, a welsh part bred who I hope to start competing in Dressage with.
Animal Care Assistant
I started at Connaught Vets in January 2022. I am due to start my animal welfare course in September, and then hopefully move onto my level 3 Veterinary Nursing the following year. Once qualified I’d like to look into diagnostic imagine and animal behaviour.
In my spare time I like to spend time with my family, friends and also with my four beloved cats.
Animal Care Assistant
I began working at Connaught in early 2022 as an Animal Care Assistant, and begin my Veterinary Nurse training in the coming months.
I have a keen interest in all animals, but especially in exotic species, and our wildlife, ensuring any native species brought into our care have the best chance at a successful rehabilitation and release.
Outside of work, I have my own menagerie, made up of a range of reptiles, birds from budgies to hawks, as well as my meerkats. It’s safe to say animals rule my world!
The Student Staff Team
Student Veterinary Nurse
I started at Connaught House in June 2019 as a Student Veterinary Nurse, I am on track to qualify at the end of 2022. I have a interest in Radiography and am keen to gain further qualifications when I qualify as a RVN.
I have 2 Border Collies called Zack and Chance who are father and son. A horse called Pretty Boy (PB for short).
My hobbies are riding my horse and singing around studying.
I also enjoy going on city breaks and long weekends away with my Husband.
Student Veterinary Nurse
Student Veterinary Nurse
I started working at Connaught House in January 2021. I am currently working my way to my veterinary care assistant qualification and once I have gained this qualification I will be starting my Veterinary nursing qualification. My main interest is inpatients and outpatients making them as comfortable as I can for their stay with us in the hospital.
Outside of work I own a cat called timothy which was a rescue from Connaught. I own a bearded dragon called Rory and a cocker spaniel called Maple. I love to go on walks with my dog and partner, and socializing with friends and family.
Student Veterinary Nurse
I started at Connaught Vets in April 2021 as a Veterinary Nursing Assistant with a view to progress to a Student Veterinary Nurse the end of next year as my dream has always been to train to be a Registered Veterinary Nurse.
I originally worked with horses at a stables and am grateful to Connaught Vets to be giving me the chance to train in my dream job.
I enjoy helping the vets with the animals whatever the task from holding the puppies to helping for bloods, and I also enjoy watching theatre and learning new things everyday.
Outside of work I have a horse called Toffee, I love to go riding in the woods and spending as much time as I can with her, however when I’m not at the stables I am at home with our family dogs and my rabbit. We are a very animal orientated family which is why animals are my passion
The Practice Standards Scheme is a voluntary scheme administered by the Royal College of Veterinary Surgeons (RCVS). The RCVS sets minimum practice standards, which include emergency cover, hygiene, staff training, certain types of diagnostic and surgical equipment, and complying with the legal requirements of running a business. The RCVS carries out regular inspections and spot checks to ensure the standards are maintained.
There are 3 levels of standard, the highest being awarded the classification of ‘Veterinary Hospital’. Connaught House Veterinary Hospital is proud to have been classified as a Veterinary Hospital since 1977. The Partners are under no obligation to maintain this level of practice standard, but do so in order to continually improve the practice to provide the best possible care for your pet.
All fees, foodstuffs and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used.
Methods of Payment
Fees are due for settlement at the end of each consultation, the discharge of your pet or upon the collection of drugs/diets. You may settle the account using:-
- cheque with current bank card
- credit/debit card in-person or by telephone
We will provide a written estimate with regard to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate: Often a pet’s illness will not follow a predictable course and unexpected costs may be incurred owing to the condition’s complexity.
Any account with an outstanding balance will receive an invoice via the post. Invoices are due for payment by return. Where further reminders have to be sent we may add charges to cover the cost of administration. If accounts remain unpaid they will be referred to an outside agency for collection and further charges will be levied in respect of costs incurred in collecting the debt. Any cheque returned by our bank as unpaid, any card payments not honoured and any cash paid which turns out to be counterfeit will result in the original balance of the account being restored and any bank and administration charges added. In some circumstances, particularly if you have no long term credit rating with our business, we will ask for a deposit before commencing a treatment plan.
Insurance Settlement Terms
The business supports the principle of veterinary health insurance and on behalf of its clients will endeavour to deal with the administration. We do not make a charge for this service however, it is your responsibility to settle our account in full and then reclaim the fees from your insurance company. We advise that you inform your insurance company and request a claim form before a treatment plan starts. In the event of long term conditions, claim forms should be submitted regularly.
Inability to Pay
If for any reason you are unable to settle your account in full at the normal time, we would ask you to discuss the matter as soon as possible with a member of staff. Please note that part-payments may only be sanctioned by a senior member of the business. We reserve the right not to supply any medicines, diets or consumables for veterinary care if an account is not settled in full at the time of consultation or discharge.
Complaints and Standards
We hope you never have recourse to complain about the standards of service received from
Connaught House Veterinary Group. However, if you feel something about our service has been
unsatisfactory then please let us know. We take complaints very seriously.
Problems can usually be sorted out very quickly and easily, and if you feel this is the case then
please discuss with the member of staff looking after your pet at the time.
However, if you feel your complaint is a little more serious or we are unable to resolve the problem
at the time then please direct your complaint to the practice partners, Sue Taylor and Andrew
Mills, through the following mediums:
• Emailing the Nursing Director, Lisa Whitehouse, on firstname.lastname@example.org
This will then be forwarded on to the appropriate partner.
• Writing to the hospital and addressing for the attention of the practice partners.
Please let us know as soon as possible after the event so we can thoroughly investigate and resolve
the issue. Please try to include as much information as possible; the following information should
• Your name, address, your pets name and the best phone number to contact you on or point
• The nature of the complaint
• When the incident happened
• At which branch
• Who was involved
• What your preferable solution to the problem is
• How you would like to be contacted
We will acknowledge your complaint within 2 working days and we will let you know who is
dealing with your complaint, that we are investigating the issue, and when you can expect to
receive a full reply.
In most cases we hope to give you a full reply in 14 working days, sometimes this will take longer
but we will keep you informed if we think it might take longer. We will do our utmost to resolve the
problem as quickly as we can.
If we are unable to resolve the issue through the Partners of the practice, we can refer to the
Veterinary Client Mediation Service (VCMS).
We hope that if you have a problem, you will follow our complaints procedure. We believe this will
give us the best chance of putting right whatever has gone wrong. This does not affect your right
to approach the Royal College of Veterinary Surgeons, if you are dissatisfied with the outcome.
Ownership of Records
Case records are the property of, and will be retained by, Connaught House Veterinary Group. Copies of the records will be given, on request, to a veterinary surgeon who is taking over the case.
Ownership of Images
The care of your animal may involve the production of a variety of recordings and images e.g. X-rays, ECG’s. Even though we make a charge for carrying out and interpreting the results, ownership of the images remains within the practice.