Vale Veterinary Centre – Vets in Cardiff
Clinic Overview
Vale Veterinary Centre describes itself as a family‑run, independent small‑animal practice. The website states it runs an appointment‑only system and takes pre‑payments for booking both appointments and surgical time, and it offers a “V.I.P. club” membership (paid by direct debit, as referenced in reviews).
Based on the information available, it seems set up for routine, ongoing care (boosters, parasite prevention, nail clips) and membership-style preventative plans. Reviews are mixed: some owners report being seen the same day and praise a specific vet (“Dr Richard”) for personable, knowledgeable consultations, while others describe problems around the VIP plan (collecting flea/worm treatments, sourcing issues) and dissatisfaction with complaint handling and front-desk interactions.
Services
From the clinic website summary and recent reviews, the following are specifically mentioned
- •Small-animal veterinary care
- •Annual boosters (vaccinations)
- •Flea and worm protection (including supply via a direct-debit “VIP” plan, per reviews)
- •Nail clips
- •Diet purchasing with a discount (as stated on the website)
- •Treatment for ear infection with medication (mentioned in a review)
Operational policies stated on the website
- •Appointment-only service
- •Pre-payments for booking appointments and surgical time
People
- •Dr Richard (vet): Mentioned by name in reviews as “personable, knowledgeable and professional,” with one owner specifically noting he was “fantastic” with their Labrador.
- •Reception/practice management (unnamed): Some reviews describe negative experiences, including a receptionist being “rude and obstructive,” and a complaint exchange where a “practice manager” allegedly sent an accusatory email about missed direct-debit payments (which the reviewer disputes and says they provided payment dates for).
Reviews
4.2 stars from 69 reviews. The latest written reviews available to us include both strong praise for care and repeat complaints about how membership/complaints were handled. “”
- •Same-day access: One reviewer says staff were “always able to see” their dog the same day.
- •Handling of nervous pets (mixed): One long-term owner says their nervous terrier has been “so well looked after” over years; another describes a vaccination visit where a muzzle was insisted on immediately and the dog became too upset to complete the health check.
- •VIP/direct-debit plan friction: Multiple reviews describe issues obtaining flea/worm treatments through the plan—being told treatments couldn’t be supplied, or that a month’s tablets couldn’t be collected a few days into the next month (with the reviewer stating this wasn’t documented).
- •Complaints and communication: Several reviewers say complaints were not responded to (including after 28 days), or describe an unsatisfactory response from management.
Special Services
Animals Treated at Vale Veterinary Centre
Animals We Treat
Companion Animals
Opening Hours – Vale Veterinary Centre
Opening Hours
Hours
Reviews for Vale Veterinary Centre
Note: Showing the 5 most recent Google reviews out of 69 we track in total. Recent reviews may not be representative of overall sentiment.
Emma Fox
2 months ago
Vet made no attempt to even spend 2 minutes getting to know my dog before giving him his vaccination and insisted that a muzzle was put on him right from the start - he has never needed one before in 6 years of vet visits. He was so upset that it was then impossible to continue with his health check which is paid for as part of the direct debit that we pay. I've never been to a vet who seemed so nervous about a small yellow lab before - if she was scared of him I have no idea how she manages more nervous animals. We have also now been told that they are unable to source our flea / wormer tablets - again paid for as part of the direct debit system - although they can order them if we pay separately which doesn't appear to make sense. Tried to talk to them about this but the receptionist was just no interested to the point of being rude and obstructive and no manager was available at this branch. I am now having to contact them separately to make a complaint and will be changing vet practice as soon as possible. UPDATE Made a complaint and received an accusatory email from the ‘practice manager’ claiming I hadn’t paid my direct debit for over a year. Concerning enough that if this was true their system hadn’t picked it up but even more concerning as it was total fabrication that this is how they treat customers. I responded with the precise dates of each and every payment proving I was up to date and have heard nothing since - shocking they didn’t even have the decency to acknowledge their mistake but that says it all.
Emma Fox
in the last week
Vet made no attempt to even spend 2 minutes getting to know my dog before giving him his vaccination and insisted that a muzzle was put on him right from the start - he has never needed one before in 6 years of vet visits. He was so upset that it was then impossible to continue with his health check which is paid for as part of the direct debit that we pay. I've never been to a vet who seemed so nervous about a small yellow lab before - if she was scared of him I have no idea how she manages more nervous animals. We have also now been told that they are unable to source our flea / wormer tablets - again paid for as part of the direct debit system - although they can order them if we pay separately which doesn't appear to make sense. Tried to talk to them about this but the receptionist was just no interested to the point of being rude and obstructive and no manager was available at this branch. I am now having to contact them separately to make a complaint and will be changing vet practice as soon as possible. UPDATE Made a complaint and received an accusatory email from the ‘practice manager’ claiming I hadn’t paid my direct debit for over a year. Concerning enough that if this was true their system hadn’t picked it up but even more concerning as it was total fabrication that this is how they treat customers. I responded with the precise dates of each and every payment proving I was up to date and have heard nothing since - shocking they didn’t even have the decency to acknowledge their mistake but that says it all.
Kal
5 months ago
Signed up to the VIP program for both my dogs, I didn't pickup the worm and flea tablets immediately. I tried to pick them up 4 days into the next month and was told I cannot have the previous months tablets even though it's not a documented policy or condition that you're time-limited to pickup your tablets each month. I made a complaint per their complaints procedure and after 28-days they still didn't respond. I emailed asking for a response to my complaint and they've still not responded. Always had a great service apart from that one thing.
Kal
2 months ago
Signed up to the VIP program for both my dogs, I didn't pickup the worm and flea tablets immediately. I tried to pick them up 4 days into the next month and was told I cannot have the previous months tablets even though it's not a documented policy or condition that you're time-limited to pickup your tablets each month. I made a complaint per their complaints procedure and after 28-days they still didn't respond. I emailed asking for a response to my complaint and they've still not responded. Always had a great service apart from that one thing.
Natalie Ferris
10 months ago
Friendly staff always able to see Cooper the same day
Josh Fox
a year ago
I have nothing but good things to say about the Pontcanna branch - they have always been fantastic with our Labrador. Dr Richard is a fantastic chap and an excellent vet - he is very personable, knowledgable and professional. I would highly recommend.
Josh Fox
a year ago
I have nothing but good things to say about the Pontcanna branch - they have always been fantastic with our Labrador. Dr Richard is a fantastic chap and an excellent vet - he is very personable, knowledgable and professional. I would highly recommend.
H C
a year ago
My nervous terrier has been so well looked after at Vale Vets. We have been coming for years and over a lot of major events in my dogs life. Throughout the Vale Vets have been kind, compassionate and expert. I would highly recommend
H C
a year ago
My nervous terrier has been so well looked after at Vale Vets. We have been coming for years and over a lot of major events in my dogs life. Throughout the Vale Vets have been kind, compassionate and expert. I would highly recommend
Kim Brockington
a year ago
I have recently joined this practice- my other vet had closed and their partner vets were too far away to travel as I don't drive. My dog was treated with care ( ear infection , medication in progress) and that is how it should be. Its early days but I have a good feeling at mo. Will update review as/if needed.
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