Kind, caring and understanding at all points. Helped me with my insurance and from reception through to care an absolutely brilliant team. Happy that my dog was cared for by them and would hugely recommend.
Our vet Veronica was amazing. Teddy came in with excruciating pain in his neck, and she quickly assessed him and carried out spinal surgery. Thanks to her skill and care, Teddy is now much better. She treated our little Teddy with such compassion, knowledge and professionalism, which we appreciated so much during his time of need. The nursing team, especially Charlie and Morgan, also took wonderful care of Teddy and we always felt he was in very safe hands
Before reading the rest of this review, it is important to know that NDSR is part of Linnaeus Veterinary Limited, which is owned by Mars Incorporated (the company behind brands such as Mars and Whiskas).
I would strongly urge pet owners to think very carefully before agreeing to treatment here. It has taken me four years to write this review because of how deeply this experience affected me.
I was referred to North Downs Specialist Referrals after my cat was diagnosed with a portosystemic liver shunt by my local vet. The initial consultation cost around £500 for roughly 20 minutes and felt extremely rushed. Much of the discussion simply repeated information I already knew about the diagnosis. My local vet had already explained that surgery would likely be required but could not be performed at their practice.
The consultation itself felt more like a textbook explanation of the procedure rather than a meaningful discussion about real-world outcomes, risks, or alternative options. Considering that the surgery carries very serious risks, I expected a far more thorough and balanced conversation before making such a major decision.
What made matters worse was that when I later followed up via email, I was given written statistics about the likelihood of success that were totally incorrect. I still have this in writing. Being given inaccurate information when making such an important decision was extremely concerning. I only knew it was incorrect, after my cat died and I started to unpack the events.
Following the surgery, I received daily calls recommending further expensive interventions. Eventually, despite these additional procedures, I was told that my cat needed to be put to sleep, in the middle of the night via a phone call as it was the kindest thing to do. By that point I was already over £12,000 in debt, and my insurance had already been exhausted earlier in the year due to ongoing medical issues.
I fully understand that complications can occur and that veterinary medicine is complex. However, the costs they charge for additional interventions is extraordinary.
What has been most distressing is the complete lack of accountability. I have written evidence confirming that the success statistics I was given were incorrect, yet after going through their mediation process the only outcome was a very small discount and no accountability whatsoever.
The financial and emotional toll of this experience has been devastating. I understand that outcomes cannot be guaranteed, but accurate information, transparency about risks, and clear (not rushed) discussions about the procedure and costs should be the absolute minimum when owners are making not only life-and-death decisions for their pets but financial decisions that will impact them for years to come.
In my experience, this practice appears to prioritise revenue above all else. Specialist services and advanced procedures can be incredibly valuable when used appropriately and charged fairly. However the relentless pursuit of profit means that unless you have unlimited insurance coverage which is itself another issue within this industry you WILL find yourself forced to make financial decisions alongside deeply emotional ones. In my case after more than £12,000 in costs, I was then still advised to put my cat to sleep as a kindness.
Owners’ desperation is being relied upon, while the escalating costs benefit the corporate structure behind the practice rather than the vets themselves who are on the front line.
We were referred to NDSR for scans after my dog has been suffering from a lame leg for almost a year. We had an original diagnosis of hip dysplasia, but saw no progress. The scans here picked up a few incidental findings, including two specific issues that seem to be the actual drivers of his abnormal gait. We are currently going through diagnostics to pinpoint the main cause, but for the first time, I feel like we are heading in the right direction. A huge thank you to Andy, who has been incredibly patient. Unlike previous experiences where I felt dismissed, Andy really listened and took the time to explain everything thoroughly. The whole process so far has been very smooth.
I would like to express my sincere gratitude to the team at North Downs Specialist Referrals for the exceptional care and treatment provided to my two-year-old Maltese, during their diagnosis and treatment for a mast cell tumour.
From the very beginning, the professionalism, compassion, and attention to detail shown by the entire team gave me great confidence that my dog was in the best possible hands. The process—from consultation to treatment and follow-up—was handled with clarity, kindness, and a genuine concern for both my pet’s wellbeing and my peace of mind as an owner.
I would especially like to recognise the expertise and support of lead small animal oncologist Katherine Smallwood. Her knowledge, calm reassurance, and thoughtful recommendations were invaluable throughout the treatment journey. She took the time to explain every stage of the diagnosis and treatment plan clearly, ensuring I fully understood the options and felt confident in the decisions being made.
Thanks to her expert guidance and dedication, my dog received outstanding, comprehensive care and is now in remission. It is evident that the staff at North Downs Specialist Referrals are deeply committed to providing the highest standard of veterinary medicine alongside genuine compassion for their patients.
I am incredibly grateful for the care my dog received and would wholeheartedly recommend North Downs Specialist Referrals to anyone seeking specialist veterinary treatment.
Thank you again for the remarkable work you do.
