The review rules

If you are writing a review

• Your own visit, in the last three years. Not something you heard, and not a rival practice.
• Do not name individual staff. Write about the practice, not a person.
• Nothing about whether the treatment was right. That is for the RCVS, which has its own complaints process. We cannot check it, so we will not publish it.
• The money is the point. What you went in for, what you paid, and whether that matched the price the practice publishes.
• One review per practice every six months, and we confirm every one by email before it appears.

If you are the practice

• You get one public reply to each review, once you have verified the listing.
• You can report a review that breaks these rules. We look within two working days and tell you what we decided.
• We will not take a review down because it is unflattering, and we never offer to.
• Never put clinical detail about an animal in a public reply. We reject replies that do.

What we do

• A person reads every review before it appears. Nothing publishes on its own.
• We keep the reviewer's email address and a one-way hash of their IP address for twelve months, so a pattern of fake reviews can be found. Neither is ever shown or sold.
• Our reviews are shown separately from the Google rating we display, and both are labelled.
• If a review is challenged and we cannot stand behind it, it comes down. Fewer reviews are better than unreliable ones.

Something wrong here, or a review you believe is not from a customer? Tell us.