Riversbrook Veterinary Group - Cliff Lane

They cared for my beloved may and myself so well when I had to make a difficult decision, managed to fit us in for an emergency appointment and i wasn't rushed at all or felt as though i was pushed out, the staff was so so kind and comforting thank you so much for everything and for looking after my may ❤️

This company has no sense of regulations that protects consumers! Data protection should be protected and when a business has a review page, it’s not about taking only positive feedback but also taking constructive feedback.

I’ve also just read the other one stars on google reviews and you disclosing details of that lady’s complaint is shocking.

Behind closed doors I requested you investigation my complaint, You did nothing, I said I would take you to court and you did nothing, I then emailed you again to prevent court action, you did nothing. A complaint is an opportunity to get something right, you were given many opportunities and failed outstandingly.

Making people aware of your failure to comply with laws and regulations should help you improve and prevents others from making our mistake from using you.

Very poor customer service! Requested a subject request in august 2022, no reply within 28days and requested a second time (again no response). When this wasn't completed, I then requested an investigation to death of my cat and I was told they wouldn't as it was over 3months ago, This was told by a senior manager. I communicated the limitations act and data protection is up to 6years and requested them to complete this investigation. No investigation from second request and no subject request.

I had report to information commissioner (ICO)and had to take them to court for them to investigate the situation. This cost me £115 + (£185 if it went to court plus my time). If it wasn't for the stress and time needed, I would have completed this action and taken to court costing £300.

Communication 0/10
Accountability 0/10

IF ANYONE HAS A PROBLEM WITH THIS VETS, and they claim you only have 3months, this is untrue! They are outdated and needs to be better for their customers!!

We Took our cat to see the vet as she was struggling to move around due to breathing problems. When the vet inspected her, she first said ‘it looks like she’s been hit by a car?” We told the vets, she’s an indoor cat and this couldn’t be the case. The vet took a blood test to rule out other conditions and this came back negative.

The vet with very little information and said I suggest we investigate further, and she completed an x-ray and ultrasound. Not at any point did she tell us what it could be. When this investigation was completed again little information and spoke about a referral for surgery as she thinks it could be her heart and told us it could be up to or around £3000.

The referral was made and on arrival, they completed a second ultrasound and said ‘she has a heart condition and there is nothing no one can do apart from medication.

Our cat had the most common heat condition (for cats) but the vet couldn’t diagnose this or complete the correct treatment plan.

I've since checked with 3 different leading vet charities (RSPCA plus others) and our cat had all the signs and symptoms of a heart condition, the vet completed all the tests to diagnose this condition but instead of treating it with medication, she referred us to surgery for referral costing us a lot of money.

When we asked the vets to complete an investigation, they refused saying “Unfortunately, in line with the company policy regarding complaints there is a specific timeframe for complaints to be investigated. I have attached the complaints procedure for you to review which shows your complaint falls outside of the acceptable timeframe”. The policy time frame is only 3 months.

There policy isn't inline with the laws, If you have the same problem, please check the limitations Act. This tells you how long a business has, NOT their policy.

Fantastic staff they are truly amazing helped me and my family at are most difficult time saying good bye to are precious loving dog Alfie

Top class service and care for my kitten. I have always used this practice and continue to do so even though I live on the opposite side of town.

IV been using both cliff lane practice and ellenbrooke for years..very happy with the care my pets have got and get..i have 3 cats now and they are all in the healthy pet club..we had an emergency recently with one of my kittens he was seen very fast..the staff are helpful reassuring and very caring..I wouldn't take them anywhere else.

Best vets ever they really do care about the welfare and are reasonably priced