What are your opening times?

How do I register my pet with Castle Vets?

How do  I get to Castle Vets

Where can I park?

Is Castle Vets wheelchair friendly?

Are the staff at Castle Vets properly trained?

Castle Vets is cat friendly, what does that mean?

How much is my pet’s treatment going to cost?

My pet is insured, will treatment costs be covered?

Is it possible for my insurance company to pay Castle Vets directly?

My pet has an ongoing condition, do I need to pay each time?

How do I get more information about my pet’s problem/condition?

Can my pet see the Specialist Veterinary Consultant at Castle Vets?

My pet has been referred to the Specialist Veterinary Consultant, what happens on the day?

My pet will be staying at Castle Vets overnight, will someone be there all the time?

What are Castle Vets terms and conditions of business?

I have questions about fees and payments

I have a concern or complaint

I would like to give you some feedback on my visit

Opening Times?

    • Monday to Friday 8:00am – 6:30pm
    • Saturday 9:00am – 1:00pm

We are open Monday to Saturday and we provide 15-minute consultations and an appointment system. This ensures that waiting times are kept to a minimum and allows for a thorough examination of your pet as well as a discussion with you. We also offer nurse appointments depending on the needs of your pet.
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How do I register my pet with Castle Vets?

If your pet has not been seen by a vet before, all you need to do is visit the online registration part of our website and fill in the form, alternatively you can contact us on 0118 9574488 and we will take your details over the phone.
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Transferring To Castle Vets – If your pet is currently registered at another veterinary practice and has no ongoing problems you can transfer your pet to us by registering as above, but your will also need to contact your current veterinary practice and request that they send us your pet’s clinical history; we will then see your pet at the first routine appointment you make.

Second Opinion – If your pet is already under treatment for an ongoing problem by a vet at another practice and you wish us to take over your pet’s treatment, or to give a second opinion on your pet’s condition, you will need to contact us on 0118 9574488 to make an appointment. You will then need to contact your current vet and request that they provide us with your pet’s clinical history, including details of any investigations and treatment your pet is receiving. Your appointment time will be extended to 30 minutes in order for us to have the time to fully assess your pet’s condition and the fee for the consultation will be proportionately higher as a result.
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Getting to Castle Vets

Please visit the Travelling and Accessibility page on our website.
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Where can I park?

Castle Vets has a large, private car park on site
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Is Castle Vets wheelchair friendly?

Yes, all of our client areas offer wheelchair access, but please ask if you need any assistance at all.
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Are the staff at Castle Vets properly trained?

We take pride in what we do at Castle Vets and providing top level care for our patients can only be done by having properly trained staff. Our veterinary surgeons have all qualified and are registered with the Royal College of Veterinary Surgeons (RCVS). We have qualified and registered veterinary nurses and we are a registered training centre for student veterinary nurses and Animal Nursing Assistants. In addition to this, we encourage all members of staff to attend regular continuing education meetings, conferences, seminars etc. and we provide our own sponsored meetings for staff, using speakers from both inside and outside the practice.
View our staff page to see our team and their qualifications here
Learn about veterinary nurse training
You can check that members of staff are appropriately registered and licensed by visiting the RCVS website
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Castle Vets is cat friendly, what does that mean?

We are proud to be the only local practice offering completely separate cat friendly facilities. Our integrated Cat Clinic was awarded the Gold Award from International Cat Care in 2007 and is part of our outstanding air-conditioned modern layout, including spacious segregated in-patient wards, operating theatres and waiting areas. This means less stress and upset for our feline patients.
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How much is my pet’s treatment going to cost?

If you would like details of consultation fees and routine procedures such as neutering, please look out our Routine Services Price List. If your pet requires non-routine treatment or/and surgery then your vet will be pleased to give you an estimate of further treatment costs at the time of the consultation, before you decide whether or not to go ahead.
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My pet is insured, will the treatment be covered?

It is your responsibility as the pet owner and policy holder to check with your insurance company about your level of cover, any exclusions you may have and what your excess will be. If necessary, you can ask for a pre authorisation claim to be completed in order to check that the treatment will be covered (we do not charge for this). Please check our insurance claims section for further information.
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My pet is insured, can I do a direct claim?

If your pet is insured, a direct claim (where the insurers pay Castle Vets) may be considered if treatment costs are likely to exceed £300, but this must be discussed with the veterinary surgeon before any surgical procedures or treatments take place and will be at the discretion of the practice. Please be aware that you are responsible for any costs not covered by your insurance company and it remains your responsibility to ensure that your policy covers the treatment and that you settle your account within 30 days, if Castle Vets have not received payment from your insurance company. Please check our Insurance Claim Policy for further information on submitting a claim.
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My pet has an ongoing condition, do I need to keep paying for consultations?

We make a charge for every consultation your pet has with a veterinary surgeon and for all treatments we prescribe. Exceptions for post-operative checks and for appointments with veterinary nurses, which are free of charge.
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My pet has been diagnosed with a condition/problem, how do I get more information?

If you have any questions about your pet’s health please do not hesitate to ask for more information. We understand that it can be a lot to take in when a pet is diagnosed with a problem and it is easy to mishear, forget or misunderstand what has been said because you are worried. You can ask at reception or contact us by phone, once you are home, and we will happily give you the information you need and/or point you in the right direction for more if necessary. You can also search for your pet’s condition on our website in the Pet Care Articles section. All of these articles have been written by our staff members and contain lots of useful information as well as links about where you can look for other advice.
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Castle Vets has a specialist vet, can I take my pet to see him?

European Veterinary Specialist Hannes Bergmann, works as a veterinary specialist consultant at Castle Vets. Your pet will need to be referred by a veterinary surgeon in order to see our Specialist. If your pet is a patient at Castle Vets, one of our vets may refer you to Hannes  after seeing your pet or, if you are registered elsewhere your usual vet will refer your pet.
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My pet has been referred to the specialist consultant at Castle Vets, what will happen on the day?

When you get Castle Vets, please let one of our receptionists know that you have arrived. Our specialist vet will give your pet a thorough clinical examination and any findings and provisional diagnoses will be discussed with you at this time. Your pet may then be able to go home after the consultation with suggested management and/or treatment of the problem, or he or she may need to stay with us for further tests, investigations and/or surgery.
Our veterinary specialist will make every effort to perform investigations and necessary surgery on the same day as the consultation, if it is in the best interest of your pet and in line with your wishes and to get your pet back to you as quickly as possible. However, there is no guarantee that it will be possible to do all of the necessary work on the day of the initial appointment; some pets may require a course of treatment before a procedure, some may require further diagnostic tests and others may need to be hospitalised for a few days, in order to monitor their progress before or after surgery.
We also ask that if you will be claiming on your pet’s insurance, you hand in your completed insurance claim form and a copy of your insurance policy to one of our receptionists either before or immediately after you have seen the specialist with your pet (you are also welcome to email us this information prior to your appointment). Please read our Direct Insurance Claims With Castle Vets Guide for more information.
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My pet will be staying at Castle Vets overnight, will someone be there all of the time?

At Castle Vets there are experienced, qualified vets and nurses on the premises 24 hours a day, every day of the year. You can rest assured that throughout their stay, in addition to receiving their required treatment, medication and exercise, your pet will also receive plenty of fuss, love and attention from the nursing team who will be caring for their individual needs and ensuring that they are as comfortable and happy as possible while they are with us. You can find out more by visiting our overnight care page.
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What are Castle Vets Terms and Conditions of Business?


You can view these on our Terms and Conditions page.

I have questions about fees and payments

You can find out more information by visiting our fees and payments page. For information on the costs of routine services, you can view our Routine Services Price List.
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I would like to give you some feedback about my visit

Your feedback is really important to us, please fill out our client feedback form

I would like to raise a concern or make a complaint

We do hope that you will be completely satisfied with our service but, should you have a concern, we would like you to tell us promptly so that we can work with you to address the issue. Most problems can be sorted out quickly and easily and we would suggest that you bring things to the attention of the person who is looking after your pet in the first instance, or that you contact the practice manager to outline your concerns. Please visit our concerns and complaints page for more information.
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