Norwood Road Veterinary

My cat was a patient at Norwood Road Veterinary Surgery for eleven years and they took wonderful care of her. A lovely and caring team. If my cat wasn’t such a bad traveller I wouldn’t have changed vets after moving!

Norwood Road Vets have always been good, but they’ve been especially standout when dealing with a recent insurance claim I had to put through for my dog. They have been more than accommodating and patient, and I’m especially grateful to Millie for working quickly and efficiently to send over all the required information including an appeal that eventually led to the claim being approved. It’s been a long process but I’ve been really impressed with how helpful they have been throughout. So appreciative!

I used to bring my cat Shirley here until she died. When Shirley was very ill for the first time I brought her here on a Saturday near closing. They recognised that I was very upset and gave me a cup of tea and a muffin to make sure I'd eaten. They took really good care of Shirley and made sure we had a peaceful goodbye. Months later I got another cat and they took great care of here too. And then I got a kitten and until now they re both had their care here. Sadly we've moved away so we have to reluctantly register my cats elsewhere but I was very happy with the care they received here. Everyone was always kind and warm and made sure we knew that we were important and not just a big money symbol in their eyes. I'll never forget how kind they were to me when Shirley was dying. Thank you Norwood Road Vets xx

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!!!