The Beck Veterinary Practice
Terms and conditions

General terms of business

Estimates are provided verbally either at the time of booking the appointment or during the consultation itself. Written estimates are available on request. All estimates given are only approximate, and the final fee could be higher or lower than this estimate depending on complications during treatment and patient response to treatment. We will endeavour to contact you as soon as we have reason to believe that the costs could be significantly higher than the estimate.

All fees for services and prices for goods (including food, accessories and drugs) are subject to VAT at the applicable rate (currently 20% for standard-rated items). Prices for goods are as marked or notified at the point of purchase. A full fee breakdown will appear on your invoice.

We will share information about you with referral practices, laboratories, your pets insurance company, credit reference and fraud prevention agencies, law enforcement agencies and in extreme cases, debt collection agencies. Typically we will share your name, address, phone number and email address.

If you do not pay your invoice when it falls due we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt collection agencies to recover the outstanding fees and/or instigating proceedings against you in the county court. In such cases, any costs levied by the debt collection agency will be added on to the outstanding balance owed by you and/or we will seek to recover any legal expenses from you. Please note that the use of debt collection agencies and the county court could affect your future credit rating.

Complaints Procedure

We pride ourselves on offering a quality service, and take customer complaints seriously. Should we not meet your expectations on any aspect of our service, please let us know at the time where possible.

Alternatively, should you wish to raise a formal complaint, we ask that you contact the practice in person, by telephone or in writing within three months of the complaint event. The practice manager will then investigate your complaint in accordance with Stage 1 of our Complaints Procedure.

If you are not happy with the outcome of the investigation, you may ask for a review or re-investigation in accordance with Stage 2 of our Complaints Procedure. Stage 2 complaints should be raised within three months of the outcome of the Stage 1 investigation, and be addressed in writing to: Practice Manager, The Beck Veterinary Practice, The Animal Health Centre, High Stakesby, Whitby, North Yorkshire, YO21 1HL.