We work with MiNightVet New Forest for emergency veterinary care outside of our normal opening hours.

MiNightVet New Forest is based at Cedar Veterinary Group, Christchurch Road, Ringwood, BH24 1DH.

How to Get Help Out of Hours

Call us on 01202 070 249. Outside of our normal opening hours, your call is automatically diverted to our out of hours provider.

Patient Transfers

Clients are responsible for transport to and from MiNightVet New Forest. If pets are hospitalised at Dumbledore Vets and require ongoing overnight care, clients will be requested to transfer them.

If the attending veterinary surgeon decides that our team must transfer a patient for clinical reasons, additional transfer charges will apply.

Fees and Payment

All out of hours fees are charged by MiNightVet New Forest and are payable directly to them at the time of treatment.

Continuity of Care

Clinical notes from MiNightVet New Forest are shared with Dumbledore Vets so that care can continue when we reopen. Clients are responsible for transport back to Dumbledore Vets.

When to Use Out of Hours Care

Out of hours care should be used for life-threatening emergencies such as breathing difficulties, seizures, bleeding, collapse, poisoning, or where you feel your pet cannot wait until we reopen.

Non-Urgent Matters

For appointment bookings, advice, or non-urgent medication requests, please contact us during opening hours:

Phone: 01202 070 249
Email: hello@dumbledorevets.co.uk

Feedback or Complaints About Out of Hours Care

Concerns regarding the service provided by MiNightVet New Forest should be directed to their Customer Services team:
Telephone: 01392 826946
Email: feedback@cvsvets.com
Address: CVS House, Owen Road, Diss, Norfolk, IP22 4ER

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

Our aim is to be transparent, fair, and clear so clients understand their financial responsibilities.

Professional Fees

Veterinary fees reflect professional time, clinical judgement, facilities, equipment, medicines, consumables, and regulatory compliance costs. Fees may include consultations, diagnostics, treatments, procedures, surgery, hospitalisation, and medicines.

Estimates and Treatment Plans

Estimates can be provided on request and are based on information available at the time. They are not fixed quotes and may change if clinical circumstances require additional investigation or treatment.

Payment Terms

Payment is due at the time of treatment unless agreed otherwise in advance. Payment is required before discharge of hospitalised animals. We reserve the right to request deposits or advance payment.

Accepted Methods of Payment

We accept debit cards, credit cards, cash, BACS transfers and approved third-party payment plans where available. Personal cheques are not accepted.

Deposits and Advance Payments

Deposits may be required for surgical procedures, diagnostic investigations, or inpatient care. Deposits are deducted from the final invoice. Failure to attend or late cancellation may result in loss of the deposit.

Insurance Claims

Insurance policies are contracts between the client and insurer. Clients remain responsible for full payment. Any excess, shortfall, or non-covered costs must be paid by the client. Overpayments following insurer settlement will be refunded promptly.

Outstanding Accounts

Unpaid accounts may be referred to debt recovery services and additional costs may be incurred. Continued non-payment may result in refusal of non-emergency treatment, in line with RCVS guidance.

Out of Hours and Emergency Fees

Out of hours and emergency services may be charged at a higher rate. Where care is provided by an external provider, their fees and payment terms apply.

Fee Queries and Complaints

If you have questions or concerns about fees, please raise them as soon as possible. Formal complaints are handled in line with our Complaints Policy.

Consumer Rights

This policy operates alongside the Consumer Rights Act 2015 and the RCVS Code of Professional Conduct and does not affect your statutory rights.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

This explains how insurance claims are handled at Dumbledore Vets, including direct claims, excess payments, and co-payments. Our aim is to provide clarity and transparency for clients using pet insurance.

Responsibility for Insurance

Pet insurance policies are contracts between the client and the insurer. Clients are responsible for understanding policy limits, excesses, co-payments, exclusions, and waiting periods. Dumbledore Vets cannot guarantee insurer approval or payment.

Direct Insurance Claims

Where facilities allow, Dumbledore Vets will process direct insurance claims on behalf of clients. Direct claims are offered at the Practice’s discretion and require a completed and signed claim form, payment of any excess due and confirmation of active cover.

Excess Payments

All insurance policy excesses must be paid by the client at the time of treatment. Excess amounts are set by the insurer and are not negotiable by the Practice.

Co-Payments and Shortfalls

Any co-payments, percentage contributions, or policy shortfalls remain the responsibility of the client. These amounts are not payable at the time of treatment. All co-payments and shortfalls will be settled after the insurance company has paid Dumbledore Vets.

Payment While Claims Are Pending

Clients remain financially responsible for all fees until insurer settlement is received. If a claim is delayed, reduced, or declined, the outstanding balance must be paid by the client.

Claim Processing Fees

An administration fee may be charged for processing insurance claims where applicable. Any such fee will be communicated in advance.

Refunds and Adjustments

If an overpayment occurs following insurer settlement, refunds will be processed promptly using the original payment method where possible.

Queries and Disputes

Queries about insurer decisions should be directed to the insurer. We are happy to explain invoices and provide clinical information where appropriate. Fee disputes are handled in line with our Fees and Payment and Complaints policies.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

This explains how written prescriptions are issued at Dumbledore Vets, including prescription duration, fees, and legal limitations. Our aim is to be transparent, fair, and compliant with UK veterinary medicines legislation and professional guidance.

Written Prescriptions – General Principles

Clients are entitled to request a written prescription for eligible veterinary medicines. Written prescriptions may be used to obtain medicines from another veterinary practice or a registered pharmacy. Prescriptions are issued in accordance with the Veterinary Medicines Regulations (VMR) and the RCVS Code of Professional Conduct. A valid Veterinary-Client-Patient Relationship (VCPR) must be in place.

Prescription Fees

The fee for a written prescription is £25. This fee covers the professional time and responsibility involved in prescribing and is payable each time a written prescription is issued unless otherwise stated in this policy.

Duration of Written Prescriptions

Parasite Prevention Products and prescription diets: Written prescriptions may be issued for up to 12 months, subject to the pet having been examined within the recommended timeframe and the prescribing veterinary surgeon being satisfied it is clinically appropriate.

Other Veterinary Medicines: Written prescriptions may be issued for up to 6 months at the discretion of the prescribing veterinary surgeon. A shorter duration may be specified where ongoing monitoring is required, the condition is unstable or changing, or re-examination is necessary.

Controlled Drugs: Controlled drugs may only be prescribed for a maximum of 28 days. Where appropriate, installment prescriptions may be issued in line with RCVS guidance and legal requirements. Suitability is determined by the prescribing veterinary surgeon.
Some human pharmacies may decline to accept installment prescriptions. If an installment prescription must be reissued as a new prescription due to pharmacy refusal, a £25 written prescription fee will apply for each reissue.
All written prescriptions are issued at the clinical discretion of the prescribing veterinary surgeon. We reserve the right to decline issuing a prescription, require a clinical re-examination, or limit the quantity or duration prescribed. Any decision will be explained clearly.

Client Responsibilities

Clients are responsible for ensuring prescriptions are used within their valid period, storing and administering medicines correctly, checking pharmacy acceptance of veterinary prescriptions, and paying applicable prescription fees.

Fees and Payment

Prescription fees are payable in line with our Fees and Payment Policy and are separate from the cost of medicines supplied by external pharmacies.

Complaints or Concerns

Concerns regarding written prescriptions or fees should be raised as soon as possible and will be handled in line with our Complaints Policy.

Transfer of Prescriptions to Pharmacies

After confirming ordering plans between our veterinary surgeon and yourself, please place your order and send us your order confirmation information. Written prescriptions will then be issued and you will be sent a payment link. Upon payment of this link, your pet’s written prescription will be e-mailed directly to the pharmacy using your order number as a reference.
In line with fraud prevention advice, paper copies are not routinely provided. Any paper prescription issued will be marked for single issue only, with the specified pharmacy printed on the document, and are not for reuse. It is an offence to submit a veterinary prescription to multiple pharmacies.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

This policy explains how home visits are provided by Dumbledore Vets, including staff safety considerations, staffing requirements, clinical limitations, and associated charges.

Scope of Home Visits

Home visits may be offered where a pet is unable to attend the practice and where a home environment is clinically appropriate. Availability is subject to clinical discretion and staffing levels.

Clinical Limitations of Home Visits

Home visits do not provide access to the full range of diagnostic equipment or facilities available at the practice. In some instances, clients may be requested to attend the practice to access appropriate treatment.

Staff Safety

Staff safety is a priority. A risk assessment may be carried out prior to a visit, and visits may be declined or discontinued if safety cannot be assured. Clients must ensure a safe environment and appropriate animal control.

Staffing Requirements

Home visits may require more than one member of staff and additional time allocation. Staffing decisions are based on clinical and safety considerations.

Charges for Home Visits

Home visits incur additional charges, which may include a visit fee, mileage or travel charges, and standard consultation, treatment, and medication fees. Charges will be explained in advance wherever possible.

Transport to the Practice

Where attendance at the practice is required, clients may be signposted to third-party animal ambulance or taxi services. These services are arranged independently and accessed at the client’s own cost.

Client Responsibilities

Clients requesting a home visit are responsible for providing accurate information, ensuring safe access, being present for the visit, and settling applicable fees.
We are unable to take payment at the time of home visits as our staff do not carry payment systems when working remote from the practice. You may be asked to pay your home visit fee in advance, or a payment link will be sent through for settlement upon completion of the home visit. Payment is due for home visits by the end of the working day upon which the home visit is carried out.

Exceptional Circumstances

Home visits may be declined or rearranged due to safety concerns, clinical limitations, or external factors such as weather or emergencies.

Complaints or Concerns

Concerns regarding home visits or charges are handled in line with our Complaints Policy.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

At Dumbledore Vets, we recognise that euthanasia is one of the most difficult decisions a pet owner may face. This section explains our compassionate, professional approach to euthanasia, prioritising animal welfare and client support.

Our Commitment

We are committed to acting in the best interests of animal welfare, supporting clients with empathy and clear communication, ensuring euthanasia is carried out humanely, and following RCVS guidance.

Decision-Making and Consent

Euthanasia will only be carried out following assessment by a veterinary surgeon and is based on the animal’s welfare, quality of life, prognosis, and clinical judgement. Informed consent must be obtained from the registered owner or authorised representative.

The Euthanasia Procedure

Euthanasia is performed by a qualified veterinary surgeon or under their direct supervision. Sedation may be offered to reduce stress. Approved medications are used to ensure a calm, painless, and peaceful passing. Clients may choose whether to be present where appropriate.

Client Support and Sensitivity

We understand how emotional this process can be. Our team will explain the procedure sensitively, allow time for goodbyes wherever possible, and offer guidance on aftercare options. We will also provide home visits for euthanasia where possible, but this is subject to staffing availability.

Aftercare and Cremation Options

Clients may choose from individual cremation with ashes returned, communal cremation, or home burial where lawful.
Please contact us for further information regarding our recommendations for individual cremation and ashes return. Our Cremation Ashes Collection Policy provides further details.

Memorial items

If you wish, we are able to offer various memorial items - these are carried out at no additional charge. These can be collected from us, posted to you, or will be returned to you with your pet’s ashes if you choose individual cremation.
Our memorial options include ink or inkless paw / nose prints and hair clippings.
Please note that our external crematoria also offer additional memorial services, which may be chargeable - please contact us for further information regarding options and pricing.

Fees and Payment

Fees for euthanasia and aftercare will be explained where possible and are handled sensitively and discreetly, in line with our Fees and Payment Policy. Cremation ashes cannot unfortunately be returned to you until full payment for euthanasia and cremation services has been received.

Exceptional Circumstances

In rare cases, euthanasia may be declined or delayed where consent cannot be obtained, ownership is disputed, or the veterinary surgeon believes euthanasia is not justified on welfare grounds. Emergency euthanasia may be performed where legally and ethically required to prevent suffering.

Staff Support

We recognise the emotional impact of euthanasia on veterinary professionals and are committed to supporting staff wellbeing through appropriate support and discussion.

Complaints or Concerns

Any concerns regarding euthanasia decisions or care provided will be handled in line with our Complaints Policy.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

At Dumbledore Vets, we handle every deceased pet and their ashes with dignity, respect, and care. This policy explains how deceased pets and cremation ashes are managed, stored, and collected.

Prior to cremation

Your pet will be respectfully cold-stored by us prior to collection for cremation by our external cremation services in accordance with clinical guidelines. Throughout this process your pet will be clearly identified to ensure absolutely clarity of identity throughout the cremation process.

Routine cremations (no ashes returned to you):
For clients who choose not to receive your pet’s ashes back after cremation, our external crematorium (Pet Cremation Services) will collect your pet from us and after cremation their ashes will be interred in their memorial gardens. These can be visited by members of the public - please contact us, or Pet Cremation Services for further details.

Individual cremations (ashes returned to you):
We appreciate that it can be difficult to decide immediately, but we kindly request confirmation regarding your chosen ashes return option within fourteen days of your pet’s passing wherever possible. Further information on these options can be provided upon request, and this will be discussed with you prior to, or after, your pet’s passing. Our team may contact you after your pet’s passing to confirm your decision if we do not receive this information at the time of your pet’s passing.
Your pet’s body will be clearly tracked and identified at all times throughout this process. Further information can be provided upon request.
We will contact you as soon as your pet’s ashes have been returned to the practice by your chosen cremation partner.

Collection

Your pet’s ashes may be collected during our normal opening hours. We ask that the registered owner or a nominated representative collects the ashes and you may be asked to provide appropriate identification. Any memorial items that you have requested will also be returned to you at this time.

Timeframe for Collection

We are unable to store cremation ashes indefinitely - we ask that ashes are collected within three months of notification. If you require additional time, please contact us so that suitable arrangements can be made.

Uncollected Ashes

If, despite all efforts, we are unable to contact you, or if ashes are not collected within three months of notification, the ashes may be respectfully returned to the crematorium for communal scattering, in accordance with the crematorium’s policy.

Storage and Respect

Ashes are stored securely and clearly identified at the practice until collection. Our team will support you with sensitivity and compassion throughout this process.

If you have any questions regarding our cremation services, or the collection of ashes, please contact us.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

This section explains how Dumbledore Vets prescribes, dispenses, and supplies veterinary medicines safely, legally, and responsibly in accordance with the Veterinary Medicines Regulations and RCVS guidance.

Our Commitment

We are committed to protecting animal welfare, ensuring medicines are used safely and effectively, complying with legal and professional requirements, and providing clear information to clients.

Prescribing and Dispensing Authority

Veterinary medicines are prescribed only by registered veterinary surgeons. Dispensing may be carried out by veterinary surgeons or suitably trained staff under supervision, based on clinical assessment and up-to-date medical records.

Categories of Veterinary Medicines

Medicines are dispensed in accordance with their legal classification, including POM-V, POM-VPS, NFA-VPS, and AVM-GSL, and only where legally permitted.

Veterinary-Client-Patient Relationship (VCPR)

A valid Veterinary-Client-Patient Relationship is required before prescribing or supplying medicines. Repeat prescriptions may require re-examination where clinically or legally necessary.

Prescriptions and Written Prescriptions

Clients may request written prescriptions for eligible medicines. Prescription fees may apply, and prescriptions are valid only for the period specified by the veterinary surgeon. Further information is available in our written prescription policy.

Dispensing and Labelling

All medicines are clearly labelled with client and animal details, dosage instructions, treatment duration, and relevant warnings, and are supplied with appropriate advice on use and storage.

Medicine Supply Limitations

Medicines are supplied only for animals under our care and in quantities appropriate for treatment. We may decline dispensing where legal or clinical requirements are not met.

Storage and Safety

Medicines are stored securely in accordance with manufacturer guidance. Temperature monitoring and controlled drug records are maintained as required.

Medication Returns and Disposal

Dispensed medicines cannot be accepted for refund or reuse. Unused or expired medicines may be returned for safe disposal in line with regulations.

Client Responsibilities

Clients are responsible for administering medicines as prescribed, storing them correctly, and contacting the practice if adverse effects or concerns arise.
Owners of food producing animals are legally responsible for record keeping of medicine administration in line with DEFRA guidance - please contact us for further information if required.

Fees and Payment

Charges for medicines are handled in line with our Fees and Payment Policy. Insurance claims relating to medicines are managed in accordance with our Insurance Claims Policy.

Complaints or Concerns

Any concerns about medicines supplied or advice given are handled in line with our Complaints Policy.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

In order to keep appointments available for pets in need and to use clinical time effectively, we ask clients to give notice if they need to cancel or rearrange.

Notice Periods

Standard appointments: please provide at least 24 hours notice. Surgeries or extended bookings: please provide at least 48 hours notice.

Late Cancellations and No-Shows

Cancellations with less than the required notice, or missed appointments without notice, may incur a cancellation fee and or require a deposit for future bookings.

Deposits

We may request a deposit for surgery or lengthy procedures. Deposits are deducted from the final invoice. Deposits are non-refundable if cancelled within the notice period unless there are exceptional circumstances.

How to Cancel or Reschedule

Call us on 01202 070 249 or e-mail hello@dumbledorevets.co.uk. Please include your pets name, appointment date and time, and your contact number.

Exceptional Circumstances

We understand emergencies happen. Please contact us as soon as possible. Our team will use discretion and aim to help.

Communication and Reminders

We offer reminders by SMS or email where possible, but these are supplementary. Please note your appointment details when booking.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

This policy explains when refunds may be considered for services, medicines, or products at Dumbledore Vets, in line with the Consumer Rights Act 2015 and RCVS guidance.

Professional Fees

Professional fees for consultations, diagnostics, treatments, and procedures are non-refundable once the service has been provided.

When Refunds May Be Considered

Refunds may be considered where a billing error has occurred, a service was paid for but not provided, or a procedure was cancelled by the Practice.

Medicines

Prescription medicines cannot be refunded once dispensed unless faulty or supplied in error. Non-prescription items may be refundable at the Practice’s discretion.
Once prescription or non-prescription veterinary medicines have left our premises, we cannot accept them back for a refund or reuse. This is due to strict UK regulations on medicine storage, safety, and dispensing.
Why This Matters - Medicines must be stored under specific conditions to ensure their effectiveness and safety. Once dispensed, we can no longer guarantee that these conditions have been met.

Disposal of Unused Medicines

If you have unused or expired medicines, please return them to us for safe disposal. Do not throw them in household waste or water systems.

Exceptions

In rare cases, if a medicine has been incorrectly supplied or there has been an error on our part, we will arrange an appropriate resolution.

Retail Products
Retail items may be returned within 14 days if unused and unopened, with proof of purchase.

Deposits

Deposits may be required and may be non-refundable where cancellation occurs without adequate notice.

Insurance Claims

Refunds are not issued while insurance claims are pending. Overpayments are refunded after settlement.

How Refunds Are Issued
Refunds are processed using the original payment method and may take 5–10 working days.

Complaints
Concerns regarding fees are handled in line with our Complaints Policy.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

Dumbledore Vets can use tokenised card payment technology to securely store payment details and process transactions in compliance with UK data protection and payment regulations.

What is Tokenisation?

Tokenisation replaces your actual card details with a secure token stored within our practice management system and usable only through our authorised payment provider. Full card numbers are never stored on our premises.

Why We Use Tokenised Cards

Tokenised payments provide faster and more convenient transactions, support secure repeat payments such as health plans, deposits, and ongoing treatment, and reduce the risks associated with handling sensitive card data.

How Tokenised Payments Work

When a payment is made, card details are entered into a secure payment system and a unique token is generated and linked to your client record. Future payments can then be processed using the token without re-entering card details.

Client Consent

We request explicit consent before storing a tokenised card on your account. Your consent is recorded, and you may request removal of your stored token at any time.

Security and Compliance

We use a PCI DSS compliant payment provider. No full card details are accessible to our staff, tokens are unique to Dumbledore Vets, and all processing complies with the UK GDPR and the Data Protection Act 2018.

Use of Tokenised Cards

Tokenised cards may be used to settle outstanding balances, take deposits, and process repeat or subscription payments. We will notify you in advance of any recurring or scheduled payments.

Client Rights

You may opt out of tokenised card storage at any time, request confirmation of your payment preferences, and report any payment taken in error for immediate investigation.

Contact

If you have questions about tokenised payments or this policy, please contact Katy Dalton at hello@dumbledorevets.co.uk or on 01202 070 249, or write to Dumbledore Vets, 12–14 Oakdene Drive, Three Legged Cross, Dorset, BH21 6FQ.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

CCTV is used at Dumbledore Vets to promote safety, security, and animal welfare, in line with UK GDPR, the Data Protection Act 2018, and ICO guidance.

This policy explains how CCTV is used at Dumbledore Vets to promote safety, security, and animal welfare, in line with UK GDPR, the Data Protection Act 2018, and ICO guidance.

Lawful Basis

CCTV is operated under legitimate interests for safety, crime prevention, animal welfare, and health and safety compliance. It is not used for routine staff performance monitoring.

Camera Locations

Cameras may be installed in public and external areas such as reception, entrances, and car parks. Cameras are not installed in private areas such as toilets or staff changing rooms.

Use of Footage

Footage may be reviewed for incident investigation, complaints, health and safety concerns, criminal matters, or animal welfare issues and is accessed only by authorised personnel.

Retention

Footage is normally retained for up to 30 days unless required longer for legal, insurance, or investigative purposes.

Access and Disclosure

Footage is accessed only by authorised staff and disclosed to third parties only where lawful or necessary.

Individual Rights

Individuals may request access to footage in line with data protection legislation.

Signage

Clear signage is displayed to inform individuals that CCTV is in operation.

Complaints

Concerns should be raised with the Practice in the first instance or with the ICO if unresolved.

Policy Review

This policy is reviewed annually or following changes to legislation or CCTV use.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

We are committed to providing accessible, inclusive, and equitable veterinary care for all clients and their animals. We aim to remove barriers to access and ensure that everyone is treated with dignity, respect, and fairness, in line with the Equality Act 2010 and UK veterinary professional standards.

Our Commitment

We provide veterinary services without discrimination on the grounds of age, disability, gender, gender identity, marital status, pregnancy, maternity, race, religion or belief, or sexual orientation.
We are committed to creating a safe, respectful, and inclusive environment for clients, staff, and visitors.

All staff receive training and guidance to promote equality, diversity, and accessibility.

Accessibility of Our Premises and Services

Our practice entrance and reception area are designed to be as accessible as possible, with step-free access and assistance available if required.
If you have accessibility needs, please contact us before your visit so we can make arrangements to support you.
Assistance dogs are always welcome.
We aim to provide written information in plain language and can make reasonable adjustments if alternative formats are required.

Breastfeeding-Friendly Practice

We are a breastfeeding-friendly practice. Parents are welcome to breastfeed anywhere on our premises.
On request, we will offer a private, comfortable space for feeding where available, and access to water and seating.
Staff will be supportive, discreet, and respectful. Any interruption or inappropriate comments will not be tolerated and will be addressed under our Zero Tolerance and Respect Policy.
We will make reasonable adjustments to appointment flow or room usage to support feeding needs.

Communication and Support

We will explain clinical information clearly and give time for questions.
Where language or communication barriers exist, we will make reasonable efforts to provide support, including interpreters if necessary.
Clients are encouraged to tell us about specific communication or accessibility needs so we can provide appropriate assistance.

Equality in Veterinary Care

Clinical decisions are based solely on the animal's needs and best available veterinary advice, without bias or prejudice.
We will work with clients to ensure treatment options are explained in a way that supports informed decision-making.

Responsibilities

All staff are responsible for upholding this policy and reporting any concerns about discrimination, harassment, or barriers to access.
The Clinical Director has overall responsibility for implementation and review.

Feedback and Complaints

We welcome feedback on accessibility and equality.

If you have concerns, please contact the Clinical Director. Complaints are managed in line with our Complaints Policy.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

Dumbledore Vets is committed to providing a safe, respectful, and inclusive environment for clients, visitors, and staff. Harassment and bullying will not be tolerated under any circumstances.

Definitions

Harassment is unwanted conduct related to a protected characteristic or other personal attribute that violates a person’s dignity or creates an intimidating, hostile, degrading, humiliating, or offensive environment. Bullying is offensive, intimidating, malicious, or insulting behaviour that undermines, humiliates, or injures an individual.

Scope

This policy applies to all individuals on our premises and to all interactions with Dumbledore Vets, including in-person contact, telephone calls, written correspondence, email, and online communications.

Examples of Unacceptable Behaviour

Examples include verbal abuse, threats, intimidation, discriminatory remarks, spreading malicious rumours, persistent unwarranted criticism, harassment via digital platforms, and physical aggression.

Reporting and Response

Concerns may be raised with any member of staff or directly with the Clinical Director. All reports will be taken seriously, investigated promptly and fairly, and appropriate action will be taken. This may include restricting services, terminating interactions, or reporting matters to the police where necessary.

Support and Protection from Retaliation

We are committed to supporting individuals who raise concerns and ensuring that retaliation or victimisation is not tolerated.

Contact

For questions or concerns regarding this policy, please contact Katy Dalton, Clinical Director, at hello@dumbledorevets.co.uk or on 01202 070 249, or write to Dumbledore Vets, 12–14 Oakdene Drive, Three Legged Cross, Dorset, BH21 6FQ.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

At Dumbledore Vets, we are committed to providing a safe, respectful, and supportive environment for our staff, clients, visitors, and patients. This policy sets out our zero tolerance approach to abuse, aggression, or unacceptable behaviour.

Our Commitment

We expect all interactions with Dumbledore Vets to be courteous and respectful. We recognise that veterinary care can be emotional, but abusive or threatening behaviour will not be tolerated.

Unacceptable Behaviour

Unacceptable behaviour includes verbal abuse, shouting, swearing, intimidation, discriminatory language, threats of violence, harassment, bullying, deliberate damage to property, and abusive behaviour via telephone, email, social media, or online platforms.

Zero Tolerance Approach

Where unacceptable behaviour occurs, the Practice may ask individuals to leave, terminate consultations or calls, refuse non-emergency treatment, remove individuals from the client list, or contact the police where behaviour is threatening or criminal.

Support for Our Team

We are committed to supporting staff who experience abuse, recording incidents appropriately, and taking steps to prevent repeat behaviour.

Communication and Complaints

We welcome feedback and complaints when raised calmly and respectfully through appropriate channels, in line with our Complaints Policy.

Equality and Fair Treatment

This policy applies equally to all individuals and is implemented fairly and without discrimination.

Legal Position

This policy operates alongside the RCVS Code of Professional Conduct, UK employment law, and health and safety legislation and does not affect statutory rights.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

We respect your privacy and protect your personal information in line with the UK General Data Protection Regulation and the Data Protection Act 2018. This policy explains how we collect, use, and safeguard your data.

What We Collect

Client details - name, address, phone, email.
Pet details - name, species, breed, age, medical history.
Financial and insurance details - processed securely via authorised providers.
Communications - reminders, updates, treatment notes.

How We Use Your Information

Provide veterinary care and treatment.
Maintain accurate medical and client records.
Process payments and insurance claims.
Send health reminders and contact you about your pet's care. Comply with legal and regulatory requirements.

We only use your data where there is a lawful basis such as contract, legal obligation, legitimate interests, or consent.

Sharing Your Information

We may share relevant data with referral specialists, laboratories, or out-of-hours providers for care; insurers when processing claims with your consent; trusted IT and payment providers under contract; and regulators if required by law.
We will contact you to request your permission before sharing your pet’s clinical records with another veterinary practice requesting information on your behalf unless we have your express permission to release this information to them in advance of their request.
We never sell your data or share it for third-party marketing.

Security

Records are stored securely in our practice management system. Payment details are handled by PCI DSS compliant processors. Access is restricted to authorised staff and we provide regular data protection training.

Retention

We keep records only as long as needed for care and as required by law or professional guidance, then securely delete or destroy them.

Your Rights

You may request access, correction, deletion where appropriate, restriction or objection to processing, and data portability. You may withdraw consent at any time.

CCTV

Where CCTV operates on our premises, it is used for security, safety, and animal welfare. Signs are displayed. Images are retained for a limited period then deleted.

Contact and Complaints

For data questions or requests, contact Katy Dalton - hello@dumbledorevets.co.uk / 01202 070 249 / Dumbledore Vets, 12-14 Oakdene Drive, Three Legged Cross, Dorset, BH21 6FQ. If you are unhappy, you can contact the Information Commissioner's Office.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

At Dumbledore Vets, we are committed to minimising our environmental impact and promoting sustainability across all areas of our practice. We aim to reduce waste, conserve resources, and support greener choices for the benefit of our clients, patients, staff, and wider community.

Energy and Resource Use

We seek to reduce energy consumption through efficient lighting, heating, and equipment use. We utilise heat recovery systems within the premises heating and ventilation system. Staff are encouraged to switch off electrical equipment when not in use and to promote water conservation throughout the practice.

Waste Reduction and Recycling

We aim to reduce, reuse, and recycle wherever possible in both clinical and non-clinical areas. Clinical waste is disposed of safely in accordance with UK regulations, and the use of single-use plastics is minimised where safe and practical.

Medicines and Chemicals

Medicines and chemicals are stored, used, and disposed of safely to protect the environment. Clients are encouraged to return unused medications, and cleaning products are chosen with consideration for safety and environmental impact.

Sustainable Purchasing

We work with suppliers who demonstrate a commitment to sustainability. Where possible, we choose recyclable, biodegradable, or sustainably sourced products and combine orders to reduce unnecessary deliveries.

Travel and Transport

We encourage staff to consider sustainable travel options where feasible and to use electronic communication and referrals to reduce unnecessary travel.

Client Engagement

We encourage clients to consider environmentally responsible choices and provide information to support sustainable pet ownership.

Continuous Improvement

This policy is reviewed annually by the Clinical Director. Feedback and suggestions from staff and clients are welcomed, and environmental awareness forms part of staff training.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026

We aim to provide safe, compassionate, and timely veterinary care. If we fall short, we want to hear from you so we can address concerns, learn from feedback, and improve our service. We will treat all complaints with respect, openness, and fairness.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible. Complaints can be made in person, by telephone, by e-mail, or in writing. To help us investigate, please include your name, your pet’s name, contact details, details of what happened (including dates and times), and the outcome you are seeking.

Contact Details

Complaints Lead: Katy Dalton, Clinical Director
Email: hello@dumbledorevets.co.uk
Telephone: 01202 070 249
Address: Dumbledore Vets, 12–14 Oakdene Drive, Three Legged Cross, Dorset, BH21 6FQ.

What We Can Look Into

We can investigate concerns relating to clinical care and communication; fees, estimates, and billing queries; appointments, waiting times, facilities, and customer service; and data protection or confidentiality issues.

Our Process and Timeframes

Acknowledgement: We will acknowledge your complaint within three working days.
Investigation: Your complaint will be reviewed fully and fairly by the Clinical Director.
Response: We aim to provide a written response within fifteen working days. If more time is required, we will update you with a revised timescale.
Resolution: We will explain our findings and any steps we will take to address the issue.

If We Cannot Resolve Your Complaint

If your complaint remains unresolved, you may seek independent assistance from the RCVS Client Mediation Service for complaints about veterinary services, or raise concerns with the Royal College of Veterinary Surgeons where professional conduct is in question.

Data Protection Complaints

For concerns relating to privacy or data protection, please contact our Data Protection Officer, Katy Dalton, at hello@dumbledorevets.co.uk or on 01202 070 249. You may also contact the Information Commissioner’s Office (ICO).

Our Team’s Safety

We operate a Zero Tolerance Policy towards abusive, threatening, or discriminatory behaviour. This does not affect your right to raise a complaint.

Keeping You Informed

We will communicate clearly, use plain language, and keep you informed about who is handling your complaint and when you can expect updates.

Approved by: Katy Dalton
Role: Clinical Director
Date: 23 January 2026