About Us

Meet The Team

Equine Team

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.

For more information visit the RCVS website


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:-

  • cash
  • 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.

Settlement Terms

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 there is something you wish to complain about, then please direct your comments in the first instance to the practice manager.

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.