Norwood Road Veterinary Surgery

Fantastic vet surgery with top notch, highly professional, wrlcoming staff. A quality service at all times

Rating: ⭐⭐ I have been a long-term client at Norwood Road Vets, but my recent experience with them regarding my dog’s travel documents has been extremely confusing and stressful. In 2022, the clinic refused to help with my dog’s EHC and told me to go elsewhere. Only after my dentist personally contacted them did they agree to complete the paperwork. This year, things began smoothly. On 1 December, I applied for the EHC and Erica was very helpful, as we planned to travel on 2 December. When the trip had to be delayed, I applied for a new EHC on 9 December, and booked an appointment for Friday 12 December. My flight was 13 December, exactly within the UK’s 48-hour rule for issuing the EHC. This gave the clinic four full working days — plenty of time for a long-term patient already known to them. However, the clinic suddenly cancelled my appointment and told me they could no longer help. They advised me to go to completely different vet practices, some very far from London, and implied the timing was my responsibility. This is not correct: I followed all rules, started early, and the clinic operates Monday–Friday. When I phoned to ask for clarification, the receptionist repeatedly said I was “shouting” (I wasn’t — my tone changed because I was explaining the urgency). She then cut off the call, which felt rude and unprofessional. The EHC process is straightforward: Owner applies → government sends EHC to the vet → vet checks dog and signs. It costs £198, which is already high, yet I received inconsistent information, cancellation, and last-minute confusion. I appreciate Erica, who has always been kind and helpful. But the overall handling — refusal, mixed messages, shifting blame, poor communication, and very unprofessional phone behaviour — made this experience extremely stressful. As a long-term client, I expected better consistency and support.

I used to think this veterinary surgery was very good up until now. I bought my kitten here, as my other cat has had very good treatment. I asked the veterinarian to diagnose the problem with my kittens ears, I was told that it was ear mites, and was given a solution to clean her ears. Weeks later this had not cleared. So I bought her back, to then be told that it was not ear mites, it was an infection. The vet misdiagnosed the infection, and they charged me £65 for a consultation and £55 for antibiotics, and it is their fault why I had to go back, when the initial consultation was covered under my pet health care. No apology or nothing for incorrect diagnosis. Just patronisingly told by the same vet that ear infections are rare in cats. I advise everyone to be careful. Extremely unhappy customer. ***UPDATE*** Upon investigation, I have found out that I have been charged £55.00 for an £18.26 bottle of fungal ear medication. Please beware!!!

Great experience, people are welcoming and efficient. The practice is spotless and the communication via email is prompt and helpful. Highly recommend!

Amazing welcoming environment, the receptionist was very helpful

They are warm and welcoming and I know my cats are in good hands. They are easy to contact by their email to answers any queries and their website to make an appointment. This makes it so much easier for me to manage rather than calling all the time. Thank you to the team!

Always had a good experience when visiting, the staff are helpful and attentive. However it’s corporately owned so the fees are very high. An animal health certificate is £90 cheaper at my local family vet, overall all the prices are higher, so we switched vets.

Many thanks to Cara the vet and Gem the admin , both made it possible for me to bring Phoebe to the surgery earlier than the opening times . They had to arrive much earlier just to let me leave Phoebe , so I could get to work . I so appreciated them doing it . I love this vet's surgery's attitude to me as a customer but more importantly the special care they showered on both my cats when ever they have to come to see them. Their advice and calmness make each appointment an excellent experience . So a huge thank you ..and Phoebe loves her pink outfit!!!!

I brought my pets to Norwood Road Veterinary Surgery for several years before moving away from the area. The team provided consistent, quality care for both my animals. The staff was professional and showed genuine concern for my pets' wellbeing during each visit. Though I've had to switch to a vet closer to my new home, I appreciate the good care they provided throughout our time with them. Would recommend to pet owners in the area.

This is one of the best vets we’ve visited. All the staff is amazing and helpful! We keep visiting them even after we moved from the area. Mateo is a great professional vet and it’s the doctor to whom we fully trust our little baby dog Lily. Lily loved him as well from the first time she has met him! Thank you for being such a nice and professional clinic and I hope it will be always like that 👏🏻👏🏻