Marlow Vets - Chepstow

Reviews of Marlow Vets - Chepstow

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  MrsP

  Google · 15 April 2026

  We registered with Marlow Vets in January 2025 and were advised by Carrie, the vet, that our dog’s regular injection would be charged at a £22.50 injection fee plus the cost of medication. This was the consistent fee we were charged from then until now. At our most recent appointment, my husband attended with our dog for the same routine treatment. We were not informed of any change in pricing at the time, and there was no discussion of increased costs. We were later invoiced £60 with no prior warning or explanation at the point of treatment. The practice also attempted to claim directly from my insurance without my knowledge; my insurer rejected this and contacted me to inform me. I was told by reception that “Glen is more expensive” and there were repeated references to “Glen this, Glen that,” which I found unhelpful and unprofessional. I also had to ask who Glen was, as I was not familiar with the name, and was told he was the owner, Mr Marlow. I then requested a phone call from Mr Marlow; however, this was refused. Instead, I received a written email response which I found rude in tone. In that email, I was instructed to contact the practice manager, Jean Clement, if I had further queries. However, no contact details were provided. When I called reception to ask for her details, staff were unable to confirm who she was or where she was based. In the same email, I was also informed that I could no longer attend the Undy branch and would need to travel to Chepstow for future appointments, and that the practice would no longer accept direct insurance payments. This would mean I would be required to pay upfront and reclaim from my insurer, including for my next appointment which was due in 3 days’ time. This was the first time I had been made aware of any change to the insurance payment process. To clarify, I spoke with Pat at Chepstow and Jan at Undy. Neither were aware of this change in procedure, and both confirmed they had previously processed my insurance without issue, raising concerns that this was not a properly communicated policy change. Jan advised she would try to seek further clarification. After this, Mr Marlow called me later that evening. He began the call by stating I had “a brief 5 minutes” of his time as he had been working since 9am and should have finished an hour earlier. When I attempted to explain the situation, I was repeatedly cut off and told, “I don’t have time for the ins and outs, I’ve already emailed you, what more clarification do you need.” I explained that his decision to remove direct insurance payments appeared to be a reaction to me questioning the £60 charge and the lack of transparency in pricing. When I queried the lack of transparency around fees and reminded Mr Marlow of Royal Veterinary College guidance requiring clear and transparent pricing, I felt this was dismissed and not taken seriously. I was also told to “thank the government for increasing my staff’s wages.” During communication with Mr Marlow, I was also told that he is the only vet in the area who does not charge a processing fee for insurance claims. After speaking with five other vets in the surrounding area, I would strongly disagree with this statement. I also believe there is a need for improvement in how communication is handled, particularly in how clients are spoken to, with greater emphasis on politeness, respect, and professionalism, along with adherence to Royal Veterinary College guidance on transparent communication of fees. Due to the lack of transparency around pricing, inconsistent communication between staff and branches, refusal of a direct call initially, the handling of both invoicing and insurance, and the unprofessional and dismissive manner in which I was spoken to by Mr Marlow, we have now moved our dog’s care to another veterinary practice where communication and costs have been clear and consistent from the outset. There are plenty of alternative veterinary practices available. It takes years to build a reputation, and only seconds to damage it.

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  Michael Palmer

  Google · 6 March 2026

  We first started coming to Marlow Vets over 8 years ago when we lived in Chepstow and always received exceptional service. After moving to Cardiff we tried several local vets, but none matched the care and professionalism we experienced at Marlows. In fact, we now travel back to Chepstow for our dog and cats because we trust them so much. One noteworthy episode was when Glenn and the team saved our cat, who had previously been very close to being put down by a Cardiff vet. Thank you, Glenn, and the team at Marlow Vets.

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  Liz Thorp

  Google · 6 February 2026

  After getting an eye watering quote from my vets, I came to Marlow vets to get a second opinion. Not only were they cheaper, but they're level of expertise, friendly manner and professional attitude made getting surgery for my cat a much nicer experience! They even did the surgery that day! Needless to say, I'm now fully registered with them!

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  Susan Hennah

  Google · 26 January 2026

  The vets at Marlows are simply amazing! Having taken my cat to them who was extremely unwell at the time with rectal cancer and had been under the care of another vets for the previous 8 months where we had spent over £3,000 to basically just watch her suffer their care and compassion and understanding of what our cat needed was why she is still with us today and thriving! There are no words to express how grateful I am, they explained everything perfectly about her treatment and never when given an estimate of the price have they ever gone over it as we didn't have insurance this was important to me, they really are the best veterinary surgery I have ever been with and would never go anywhere else! They really do deserve their 5 star review ❤️

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  Samantha

  Google · 17 January 2026

  Although with Marlow Vets for some time, my 5 year old Rottweiler has just been diagnosed with diabetes. The veterinary support, education, close care and follow ups have been outstanding. Every single member of staff we have encountered has been amiable, super efficient and kind. Our pets are our world and it has been a massive factor, in dealing with the changes, to have likeminded care, thank you 🙏

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  Megan Lauren

  Google · 4 September 2025

  This is the only place I am happy to take my 2 cats. It is out of area for me but worth the trip, they are always amazing and not to mention saved my one cats life after he for unknown reasons couldn’t use any of his limbs. Thank you again Marlows although a thank you could never be enough!

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  Just my personal experience.

  Google · 15 November 2024

  I just wanted to express a heartfelt thank you to the team at Marlow Vets. Thank you for the wonderful service you provided to Milly. The whole team were incredibly kind, sensitive and understanding when treating Milly for her health condition with excellent pre and post operative care. And later when Milly sadly reached the end stage of her life, we could not have wished for kinder and more comforting support from Will and the Marlow team. Milly received the utmost respect and Will ensured that her final journey was gentle and peaceful. So again, thank you Will and all your lovely staff for an incredible service.

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