North Downs Specialist Referrals Ltd. Reviews

My dog had a surgery here, and all went well. I am pleased of the services they provided.

Communication was poor and they forgot to deal with my cat who was put to sleep. They eventually apologised and offered a refund for services they forgot to fulfil but i had to endure a horrible experience and put in a written complaint. I had no issues up to this point but it was big enough to taint the whole experience.

To be told there is nothing that can be done for your dog is heart breaking. To know you have to watch your constant companion, your shadow, your saviour, waste away in front of you till you have to make the decision to administer the ultimate kindness is like a knife to the heart; But I hope if you ever ever have to deal with it, you are supported by people as compassionate and dedicated as those that make up NDSR.
When I have to make the decision, I know that Francesca did more than everything she could..... she did everything that my girl needed and deserved, but nothing that was unnecessary, she advised me and respected my opinions and my relationship with my girl.

Thank you for shining a light in this dark part of my life.

Wonderful surgeon.really lovely nurses my dog is on the road to recovery
Thank you to everyone at North Downs
Big wet.kiss.from Deano

Thank you so much - especially Rodolfo - for all the care that they gave my Jack Russell Archie. He was diagnosed with polyneuropathy which was very serious. But with the quick response from North Downs he is now cured and back to normal. The staff are very friendly and helpful as well. Would recommend North Downs to anyone needing specialist treatment for their pet.

Lovely vets, took great care of my cat. Hopefully will figure out what's been causing her symptoms. Will find out tomorrow if she needs further investigation.

My Persian cat Churchill was treated by Joao for heart disease and paralysis of back legs over several days in late 2016 and for 6 days over Xmas 2017. Unbelievably talented guy who was kind and compassionate and got my Churchill well again two times. Sadly my Churchill succumbed to his illness in Nov 2019 after surviving over 3 years. I hand delivered a card to Joao to thank him and he took the time to see me and speak about Churchill fondly after last seeing us 2 years previously. I am eternally grateful. As as side note - please, if you love your pet, insure them with a lifetime policy.

Complete professionals. Friendly staff and consultant. Offered tea and coffee apon arrival. Had a follow up email afew days later listing my cats problem and solution all with photos taken on the day. Couldn't fault it.

Lovely staff. Excellent surroundings. Corona Virus measures in place. Good overall experience.

Would NEVER Use This Company Treat Your Loved Pets So Bad, Don t Even Walk Or Let Dogs Out After 4 Hours Being Left In Theor Care, Tell You That Your Dog Hasn t Got Cancer But He Did And Sadly Lost Our Loved Pet A Week Later, Not Interested Anymore As We Don t Have Our Beloved Dog To Take To Here And Spend Money!! NEVER USE THIS REFERRAL COMPANY... Lies That We Got Told Fault Information. Disappointed

Their care and expertise (especially Lauren ) helped to bring our dear cat Lola back from the brink to a full recovery.

Inge Geens is a professional vet in this clinic.
She is lovely as person and responsible as vet . You always get response quickly. I really recommend this Clinic.
Thanks for all help!
Munis

Exceptional care and service. Our cat had to stay in for nearly a week and the oncologist contacted me morning and night every day to keep me informed. We couldn't have asked for better care. Our lovely girl will need further treatment, but we feel she us in the best hands possible. Thank you to everyone for your loving care.

Wonderful! Fantastic staff, compassionate, knowledgeable, cutting edge treatments and the gift of life giving care. Fionn is back to his bouncy self and he thanks you all from the bottom of his (now electrical) heart! Xxxx

Very kind, very professional and exactly what you'd want or expect from a vet clinic.
Good old fashioned compassionate care, not the new style corporate service you see in so many surgeries today.

Dealt with a poorly cat with a very bad eye very well. They saw and operated on him the same day with great effiency and friendlyness.

What can we say! Our boy Monty, a three year old mini labradoodle had a hip replacement and is now like a new dog. Elvin and his team have treated us all with such kindness and professionalism and thank you just doesn't do NDSR justice. Every question answered by phone or email and no appointments cancelled through either Covid-19 lockdown. No hassle with insurance claims as they even completed this for us so we could just concentrate on getting him better.
We will always recommend them to anyone and everyone that needs care and attention for their pet, and be forever thankful for the care and attention given to our 'little man' throughout his stay and follow up appointments.

You never have to want to come here, but if you have a sick or injured pet and they need the best specialist care your insurance can buy, then North Downs is worth every penny. From reception staff, administration and the veterinary team, care for the animal and it's owner is top of mind and their first priority. The vets are all at the top of their game and fully engage and communicate with owners. Our diabetic lab needed rapid attention and that is what she got. Thanks to all at NDSR.

I have visited here a number of times with a couple of my cats. They do everything they can for a positive result, when that isn't possible they show compassion and are very supportive to the owner to aid the healing process.

Very pleased with all aspects from booking in to collection of our cat after treatment and were kept up to date at all times

My bear baby got elbow dysplasia OCD and she was treated at North Down. 2-3 months after the surgeries, my dog has improved significantly clinically. She did limp again around 3 months after the surgery for quite a while, but then she stopped limping and she is such a happy baby now! I have to say that when my baby bear was limping again I was so upset and thought the surgery was useless. But, glad that it turned out it was absolutely the right thing to do!

On arrival to the receptionist, you tell them your name and once you are booked in you are offered a tea or coffee while you are waiting for your appointment. The vet I saw was very thorough with his examination we was in there for about half hour while he was treating my dog. And once your home you are sent an email with everything that was said and photos. Very careing in all aspects of your visit

Outstanding vets who deal with the more complex conditions with exceptional skill and knowledge. All the staff we have dealt with are outstanding in both their diligence and compassion. As for cost, I personally think it's reasonable and what you would expect for such specialist treatment. As a pet owner, it's also one of the responsibilities you take on when you get a pet.

Excellent really lovely helpful and gentle staff , but so expensive as all vet's are !

When our 5yr old Shiba Inu decided to sort a grass seed head up his nose and his usual vet wasn't able to flush it out, we knew things weren't good. But we were booked in the next day with Victoria and within 24 hours he was seed free and back to his usual self. Everyone we had contact with (COVID precautions in place) was very friendly and helpful, and Victoria was lovely from start to finish. Thank you Victoria, and everyone else, for treating him and looking after him so well!

Took our cat to north downs for the 1st time! At our vets suggestion,absolutly superb! Everyone deserves credit for the amazing work they do for looking after our pets!

Was very happy with treatment ,and service ,they gave to Mia.

Receptionist was unhelpful, asked on arrival if our dog was ok, and she said "I don't get involved in that". So we are having to wait (vet was delayed) not knowing whether our dog was alive or dead, it's very much a worry when your nearly 10 year has to have scans etc and be put out to have these things done. So was very much a worry.
Throughout the day the communication was very bad.
I don't know if they were having an off day, but I can't actually believe the customer care, and considering what they charge you would think you could at least ask how your dog was getting on.
Was not told correct information about the medication that we were given.
Had I of continued giving her what she had been having and given the new tablets, she would of become very ill. It was classed as a toxic combination.
Haven't yet got round to writing a formal complaint. But I definitely will be.

Caring, clear information offered to me as an owner.

Did amazing care for my Ignatius Destroyer of Worlds, pragmatic, detailed testing, very capable staff. Thank you for looking after her.

Amazing vets that can't do enough for the animals that they treat. Can only go there by referral but if your furry family need specialist treatment, this is the place to be!

Staff really know their stuff and are friendly but professional while dealing with customers. My cat had to stay in overnight and they called regularly with updates, even just to let me know that results weren't back yet and they were chasing them. They also really take the time to talk through all treatment options with you and make sure you're happy with everything they're doing.

Where do we even start with this amazing place!!!

They took our little dave ( yorkie ) at a time when it was either have these specialists take care of him or lose him as our vets couldn t do nothing more and advised us to now put him to sleep as they believed there was no hope for him due to the extent of his condition after the seizure but Veronica, Eilidh, Sophie and the rest of the team somehow brought him back to life after they stepped in, what followed after we dropped him off was something of a miracle, within 5 days they showed care, professionalism, experience and most of really love the animals they are treating, they are not all about the money like so many others and they only have yours and you pets interests at heart. Veronica amazingly spotted something NO OTHER VET in 4 years had spotted in dave or in his previous medical notes that led to saving his life, Veronica you are a huge credit to northdown specialist veterinary clinic, you all are.

Today we got our dave home which if you had seen him 5 days ago seems like something we never would of have the privilege of seeing and enjoying again. Dave now has a long road to recovery but with Veronica & team beside him we have never felt more confident and fortunate to have them assisting with daves recovery.

Sophie dave will also miss all your love and cuddles and thanks for putting up with his diva behaviour lol

We can simply not thank you all so so much, to top this review off before we left dave ran to eilidh ( his nurse of 5 days ) and gave her a kiss it just shows how much care is taken and that our animals equally end up loving them back!

Hopefully you won t have to but please do not hesitate to take your pet to northdowns over anywhere else.

Amazing people!!!

Love Mr & Mrs Sadrettin and dave x

The most wonderful and sensitive care. Dr Juao is incredible and does incredible work. The staff are friendly and professional and compassionate.

Super service and reassuringly professional. Staff are very relaxed, helpful and friendly and really care about the animals that are referred to them. The operation my dog had was great value for money considering the technology and expertise involved. The procedure was also minimally invasive allowing for very easy recovery. Many veterinary practises would benefit from following the model set by staff here - compassion, efficiency and expertise isn't always easy to find!

They don't do emergency surgeries at the weekend of which my dog needed emergency surgery . So took him to the royal institute . Sins they have my telephone number all I have had is telephone calls from them every day to the point of harassment. And then they send a letter. Why would I need emergency surgery on my dog 2 days to late ! Just seems to me there after money . Thinking about the people going through the emotional aspects of loosening there best friend. Not impressed. Shame on you.

Very professional super Vet. Provided good advice and was very helpful.

Very caring and friendly team who truly have your pet's well being as top priority.

No aftercare or compassion at all, I do not recommend.

My dog was treated at NDSR in October after a referral, I have waited to write this review so i can be sure it is fair & balanced. Given all covid restrictions in place the initial service at NDSR was very good. After he was collected and assessed by a vet we were advised he would need an MRI and to leave him for the day. We were happy with this as the vet was very clear in what needed doing and why and explained the costs involved. Communication with NDSR was good and we collected him later in the afternoon.
I could tell that he seemed much more drowsy than after previous treatments (he has had an op at Fitzpatricks so i knew what to expect) However when we arrived home after about 2 hours he was still very drowsy and unable to control his bowel movements and went to the toilet indoors, his stools were really loose and full of blood. This was very distressing and i was of course concerned. I called NDSR, explained what had happened and was told that my vet was busy and someone would call me back.
About 20 minutes later the receptionist called me back and said she had spoken to two nurses, the symptoms i was describing were nothing to do with them or the treatment that he had had there and i should call my local vet for advice. They were not concerned, they did not offer any advice, they were not interested at all, other than to advise it was not their problem. Basically it was just a coincidence and nothing to do with his treatment there.
I was so shocked at this response i hung up the phone and relayed the conversation to my husband. He could not believe the lack of care being shown, our dog was perfectly healthy before this visit.
He called NDSR back and asked the reception if they thought that was an adequate response and explained that we were not happy and our dog was not well.
They then informed us that the vet would call us back, which he did and advised us to monitor the situation. He called back the next day, we advised the situation was no better and he agreed to call back the following day, he didn't.
In the interim we took our dog to our usual vets the day after the visit, i spent the night sleeping with him we were so worried. The blood in his stools continued for 4 or 5 days and he was not his self at all. He was treated with a weeks worth of antibiotics and pro-kolin to help his stomach. Thanks to our vets he was fine and back to full health.
NDSR did not care, there was no concern or compassion and i would never return or recommend them

Excellent service. Hard to find tho, down little country lanes and not very well sign posted.

They have been brilliant to date and explained everything in detail. I m very impressed with the care provided to my dog Thomas who underwent a big operation and also the level of service giving me regular updates by phone and happy to phone back if any query etc. I

My dog got diagnosed from an MRI scan as having a nerve sheath tumour. After googling specialists I came across North Downs. I called them and explained the situation and requested a second opinion and also advice on whether they thought they could help. The lady I spoke to said of course and requested my vets emailed all the MRI scans over so a vet could take a look and get back to me. I explained Reading was a 4 hour drive for us and my dog; due to his illness, is uncomfortable in the car and that I didn t want to put him through an 8 hour journey if they didn t think there was anything they could do for him. I offered to pay a consultation fee over the phone etc but the lady I spoke to said they would have a look for free and get back to me. My vets sent everything over for them to then refuse to look at the MRI s even with a consultation fee. I thought vets were supposed to care about our pets..... not here.

Lovely staff gerry was amazing and helpful left our dog feeling happy she was in good hands

Operated on my dogs spine and saved her life/stopped her from being paralysed for the rest of her life.

A very high standard of specialists here. Kind and sympathetic staff particularly as the referral is likely to be due to more serious conditions and emergencies. Very impressed

We took my Mums dog to see James today. Amazing guy. He & Rachael explained everything to us very clearly & nothing was too much trouble
Highly recommend them

My girl was so well looked after. Thank you so much she is doing really well.

Loved the very professional and friendly staff , would recommend

Exceptional services, made my dogs feel loved and provided next level treatment

I commend the professional service provided by Gerry Polton at North Downs.
My vet recommended the North Downs practice. But leaving my beloved cat with anyone for 3 days to have treatment was very upsetting. However, Gerry could see my distress and diligently took note of my requests for my cat to feel comfortable in an unfamiliar environment, so far from home.
From the initial consultation the service was 1st Class. I had updates from Gerry each morning and evening with full details of my cat s health and wellness. Gerry s reassurance and caring manner is fabulous, putting my mind at rest.
Mine is a good news story as my cat, Rumpy has recovered. The care delivered by Gerry and his team is exceptional. Even after paying the bill Gerry has been available to consult with.
Well done and thank you so much for taking good care of Rumpy.

Very skilled surgeons and lovely staff. World class

Wonderful staff, so kind, caring and friendly also very professional and knowledgeable. From the moment we arrived with such warm kind welcome we knew our pet was in good hands. An amazing place full of amazing people who only have your pets welfare in mind. I can't thank them enough for taking care of our cat, during this traumatic time. Its been difficult for us, but made so much easier by all the kind staff, from the receptionists to the Veterinarians all have been wonderful!

Unfortunately we have had several visits to NDSR since 2015! The staff are always very friendly & reassuring. Yes it is expensive but that goes with the territory as there's a wealth of knowledge & experience there & I always feel that my dog is in the best hands.

Amazing! Our German Shepherd ruptured her crucia ligament, the care, concern and superb knowledge and treament was truly outstanding we cannot praise all of the staff from reception to surgeon enough. One year on and our pet is running and jumping like never before, we cannot thank Scott and his team enough.

Professional, caring with great facilities. They saved our pup's life and don't give up until they are very sure about their diagnosis.

Amazing veterinary service. Very thorough and great with my dog.

1st class service, so happy my dog is being looked after by them.

Wonderful staff very skilled and professional we couldn't have asked for better for our Dog Darcey many many thanks

The oncology consultant Francesca and surgeon Benito are exceptional, wonderful skills. I give 5 stars.

Reception staff - one is very friendly and professional but don't cross a couple of others - one in particular, who was not the receptionist at the initial appointment I had an unfortunate encounter with. This other receptionist, went out of her way at the follow up appointment, to exclude my mother and I when offering tea or coffee to every other customer. It was not until, prompted by a new customer who happened to be sitting and conversing with us was asked, he indicated us to the receptionist! She knew we had not been offered. It was deliberate, petty and retaliatory behaviour. Retaliatory I can only perceive as I had subsequently raised with the insurance team, how disappointing the experience was at the initial visit - due to a particular receptionist relating to payments. The conversation was loud for other customers to hear. I was mortified and to end the encounter, I suggested I would contact the insurance team for clarity when I got home. The receptionist had not been correct to ask me to complete a second insurance claim form insisting on speaking over me when I tried to explain the claim situation. I just wanted the conversation to end. Disappointingly, it was clear at the second, follow up visit for the staples and sutures removal, certain receptionists felt compelled to demonstrate their dissatisfaction with me and behaved in this disrespectful and totally unacceptable manner. For me, the second visit should have been the happiest of days as I was told the surgery had been a success. Its a shame the behaviour of two reception staff will remain my lasting memory. It is also interesting but refreshing to read another reviewer, from around the same time as my dog was treated, specifically emphasised in their review how discrete reception are with financial matters! I'm just glad its already improved for others. I give 1 star.

Nurses are professional but manner, not at all like vet nurses in the regular vets who are outwardly caring and compassionate, they enjoy having my dog to stay - she likes cuddles, they work with her slowly as she is scared. The first vet nurse day 1 inpatient was lovely. After this, it took a number of calls to get updates how my dog was doing. I had initially been told my dog would remain for 4 nights and had arranged transport for then. It was sprung on me, just two days later, she was ready for discharge. 24 hours later, when all the intravenous drugs wore off she was very distressed. I tried contacting NDSR at night, left messages on an answer phone, I was not called back. I tried later again and spoke to someone. We went through the meds I happened to have in my cupboard - tramadol was suggested until the next day to arrange longer term pain relief. No one called me so I contacted my own vets. We both had terrible trouble finding someone to speak with. I called again and the nice lady on reception arranged for someone to call back. A director returned the call. I do think my dog came home too early - it was reasoned she would do better at home as she was distressed. If I had not been off work, this would have been impossible care, she was really very unwell due to the extensive surgical procedure. I give 3 stars.

This is very expensive treatment. I appreciate cancer surgery is and for my dog, a complicated sarcoma surgery which has enabled a cure. I never did get a written quote prior to surgery which I had asked for so, when I got the final bill, it was a fair amount for me and over the insurance coverage just a few days after Christmas. I do also appreciate it is difficult to quote. Luckily, the pet insurance had also paid the consultation fee (which I had expressly said I would pay myself and was the initial saga in reception and had done) So, this second payment helpfully reduced the final bill. I give 3 stars.

Would I recommend North Downs? I think so yes for the surgical expertise alone, as my dog is cured - that to me is the greatest gift. I give 5 stars.

Wonderfully friendly place that made you feel comfident that you and your pet were receiving the very best service.

Wonderful staff- reception, nursing & veterinary specialists. The reception area is open & airy allowing the waiting pets plenty of room to relax before their appointment. The level of expertise is superb & realistic options for treatment offered. And you get great tea or coffee whilst waiting & the day s newspapers to read.

After weeks of worry, many visits to vets, orthopaedic specialist and even a physiotherapist I asked my vet to refer Toby to NDSR. I was lucky enough to get a cancellation appointment within 24 hours. We were seen by Manuel who felt Toby needed to see a neurologist An appointment was made to see Rodolfo the next day. Rodolfo admitted Toby for tests after he explained the possibilities of his condition.
We arrived for a 3rd day to receive the best news that the worst option had been discounted. Toby is now back home on the meds and after 4 days we can already see an improvement in his co-ordination. We are thrilled as we had feared the worst. We cannot thank you all enough. You were all so kind and caring to Toby and to us. Our heart felt thanks to Rodolfo for his care, attention and time taken to answer all our questions and for giving us back our Toby already 100% improved in 48 hours
Sincerely
Mr & Mrs Fearn and Toby xx

Great service, friendly staff, a bit pricey, but if you want a job done properly its well worth it, these are the real experts in their field, saved my dogs life, thank you.

Really looked after my bulldog and talked us through what was best for him

The vet we saw was brilliant she explained things to us in expert detail. Then after.mistys operation she called regularly to see how she was. . We are receiving the best care.

A compassionate, prompt and thorough practice, well deserving of a five star rating.
My cat was squeezed in for treatment as they are so heavily booked up and he's much better now. The team, from James the specialist to the reception staff ensured the comfort of my cat and that I was kept well informed of his progress. Can't thank them enough though fingers crossed I won't have to see them again anytime soon!

Welcoming and reassuring from staff at all levels which was appreciated at a stressful time. Special praise for the reception staff for their understanding and thoughtfulness.
Our collie has made a good recovery after several visits.
Financial matters handled discretely and efficiently.

Fantastic care with a welcoming/comforting atmosphere.

Lovely helpful staff and looked aftery dog extremely well