Brelades Veterinary - Bookham

Excellent vets, great staff, always helpful, very friendly, had a couple of different vets in the past but now I go here I will never go anywhere else, can't say enough good things about this vets. Thank you guys

Sharing this review following mediation with the VCMS, which has been left as unresolved. The pain this practice has caused my dog and in turn our family has been more than they probably realise. I have taken my complaint to them which was half responded to and half ignored. We then went through a mediator and this has been left unresolved due to the practice "taking on board" my comments, but not offering any good will gesture or apology. I took my french bulldog to the clinic after finding a lump on her ear, we were new clients after the closure of our local vet. They diagnosed a hematoma and advised that the treatment would be leech therapy. We took our dog to the Dorking branch for the therapy several days later and following this, the hematoma worsened. We were asked to wait a week before bringing her back, however the size concerned me and I took her back after a few days. More leeches applied. A week later, it's even bigger. Her whole ear is swollen. Take her back again, no treatment offered as we need to wait at least 2 weeks. She was given anti allergy injections and antibiotics to treat the underlying ear infections at her first and last appointments. At this point I decided to seek a second opinion. There were several factors involved in this, including gut instinct that something at this clinic felt "off", as well as conducting my own research and finding that leech therapy is not a common treatment for this type of injury. I took her to another clinic the following day and the Vet drained her hematoma surgically there and then. There was 26ml of blood drained from her ear. Had this been done at the start when the hematoma was a lot smaller, it would have saved her 2 weeks of pain. She required one more drainage a week later, a very small amount, and now several weeks on, her ear has fully healed thanks to the new clinic, sadly it is now crumpled so will not stand upright again. The above is a condensed version of everything I complained about and I put these opinions forward to Brelades, but what I received back was far from a heartfelt apology but a defensive account of the effectiveness of leech treatment and a "I'm sorry you felt....." apology, rather than anything genuine. I requested a refund for the leeches (a small amount in the grand scheme, less than £200) which the VCMS agreed would be a goodwill gesture but this has twice been declined. My comments about poor customer relations at the clinic were ignored. They have agreed to take my comments on board that I wish for them to give treatment choices to clients to enable them to conduct their own research and make choices that they feel would benefit their pet, rather than giving one preferred treatment option (in this case leeches). Whether they will or not is a different story. I highly regret not declining the leeches and wish I had researched sooner, but not as much as I regret going to this clinic in the first place.

First visit. Very impressed with the vet, they had time to talk to you about your pet and was in no way pushy, they were kind compassionate and understood that not everyone has £1000 for every vet visit. They have your pet’s interest a yours at heart . Would highly recommend

We first used this veterinary clinic when my daughter’s hamster needed care and eventually had to be put down. In 2018 we joined their membership scheme after we got our 8 week Norfolk Terrier puppy. Even through lockdown their vets and services have been outstanding, the vets genuinely seem to be passionate about animal care and appointments are never rushed, all questions and/or concerns are dealt with in a sympathetic yet professional manner, it’s clean, welcoming and modern. The membership is great for discounts on regular treatment/jabs and although Brelades may be slightly more expensive, I wouldn’t consider going anywhere else. They also have 24/7 emergency available.

We've used Brelades in the past and with our new fur baby puppy have gone back to them to register her. Always receive a warm welcome as you enter and the Vet we have seen is just lovely, she's very patient with the dog and us and happy to answer any questions we've asked. We have signed up for their monthly pet care plan which we felt would be a good idea but asides from routine treatments we are hoping not to have to call upon them for anything else.

An absolutely outstanding practice very friendly staff we have had many animals cared for by them . Mostly though the really important thing is they are genuine when it comes to love of your pets ! not apparent at a lot of practices these days ! M P.s As we expected very good practice in the present enviroment no concerns at all ! Well done to Martin and all the team !