The London Animal Hospital

"The place has great reviews, so why did I get so unlucky? I took my cat there on Sunday as an emergency following the recommendation on the website of my regular vet, the treatment on the day was really good, the vet was friendly and caring. However, she did the blood test and we agreed that the results would be sent to my email and to my vet. I waited till Tuesday night and called my vet - they said they received nothing which was unusual as the results would normally be ready within a day. I tried calling TLAC, no one would pick up. I waited for another 24 hours, called again, again no one picked up. I arrived in person - and the receptionist effectively brushed me off. She said “the results are generally fine but the doctor would like to talk to you, she’ll give you a call”. First, this is worrying as hell, second, this was not the agreement. When I pointed out that we’d agreed the results would be sent to my regular vet and we’d take it from there, I was told “we will do it when we have time. We have plenty of clients”. Sorry, do what, send one email? How long does it take, 30 seconds? Or several days? Ironically, since Sunday, I’ve received several promotional emails - apparently there’s time for that - but none with what we agreed upon. I am sure it’s a matter of shortage of staff and I wouldn’t want my review to reflect badly on the vets, they’re great. but seriously, it’s not okay, I’m worried sick."

"Had to put 1 star because I couldn’t put 0, just spoke to someone very rude after I was waiting on the phone for over 30 minutes, the lady said they are emergency hospital but it looks like they only money maker and whatever happen after once you left is your problem obviously before you go they don’t care about anything and need to pay the bill in full, you can make the claim through the insurance but good luck when they want to get in touch with them to gather the informations. They don’t pick phone call, emails and receptionist are very rude, they also state they have huge amount of claim to confirm and will take up to 2-3 weeks. This is just an advise if you are so busy please take someone else onboard to get the paperwork done."

"In an extremely tough emergency situation, the whole staff of the London Animal Hospital was compassionate, professional, and so kind. Will sat with us to answer our questions, and everyone we spoke with was equally well informed. Our cat ultimately passed away at the hospital, and I feel some peace knowing that he was well loved while he was there and given expert care."

"Kind, caring and helpful! My 3 months old kitten got sick and was hospitalised for 3 days. These guys are the best - from the receptionist to the vet. They have special rooms for you to hang out with your pet, and don’t make you feel like you’re asking to many questions (even when I called several times a day to check on my kitten). I can’t thank them enough"

"I had to take my rabbit twice with GI Stasis and both times it was the weekend and late at night. Both times I was see. Straight away and my bunny being taken care of in such a wonderful way! Thank you!"