Vets Now - Eastbourne Reviews 

I took our puppy to the out of hours vet on Sunday because she kept being sick. When I got there I didn’t have to wait long before we saw the vet. She examined our puppy and did an X-ray. She had swallowed something and was taken straight for an operation. Was kept. Informed of everything all the way along. They also sorted the insurance out for me. They were fantastic

Very helpful and were quick to solve the immediate problem highly recommend them made it easier and less stressful because they are in my actual vets so no driving all over the place far and wide

Very helpful and friendly and saved our cat who was seriously ill. Excellent. Thank you so much.r

We have been trying to get a response to our insurance claim for over 2 weeks. Our emails remain unanswered, the phone lines say closed despite calling during the opening hours on multiple days and our insurers emails also remain unanswered. Impossible to get hold of the company and we are now struggling to receive our insurance pay out because they won't respond.

Appalling service
14mins on phone at midnight to Scottish call centre explaining what was wrong with my dog
Was told by call handler that he would call my local practice and explain to the on call vet
After a while a vet came on the line and started her conversation with me by saying "Well I didn't understand a word he said" (the VN customer service guy)
I asked if she had any idea how unprofessional it was to start an out of hours call with a worried pet owner with that response and was told "well that is why I asked to be put through to you"
And I then had to repeat the entire conversation to the vet
You position yourself as a "Trusted Out-Of-Hours Pet Emergency Care"
This its anything but trustworthy care and completely undermined my confidence in VN
I can only hope I never have reason to call on your service again
I had no problem understanding the call handler. I did struggle to understand the vet. Either way - if you are providing an "emergency service" you might at least have staff who are capable of communicating with each other
Appalled - and yes I have spoken at length with their call centre "you have to email" and raised a formal written complaint

I would give zero stars if Trustpilot allowed it.

I took my 5-year-old Toy Pomeranian, Bobo, to Vets Now Eastbourne as an emergency on 16 August 2026 because he was struggling with his breathing. He had been breathing shallowly for days, was extremely lethargic, had been persistently panting for hours, had an episode where he collapsed outside and was dazed afterwards, and had also experienced gagging/choking and significant abdominal effort when breathing.

These aren't symptoms I took lightly, and I expected an emergency veterinary service to take them seriously.

Their own clinical records document a respiratory rate of 80 at triage. Later, the vet documented that Bobo was “Still panting++”, with a possible slight crackle on auscultation and a tense abdomen. He was given methadone and became brighter, but the records still document significant panting.

Despite this, he was discharged.

The following morning, I had to take Bobo to his own vets as an emergency. He required steroid and antibiotic injections and was sent home on a long course of steroids, which he is still taking. He was subsequently diagnosed with chronic bronchitis and is due further investigation.

I made a formal complaint to Vets Now because I wanted a proper explanation of how the decision to discharge him was reached.

The response I received has left me even more concerned.

Vets Now state that Bobo's panting had stopped before discharge. However, their own clinical record states “Still panting++” during the documented treatment period, and I personally observed him still panting when I collected him. I have asked Vets Now to provide the exact time his panting stopped, who observed this, what his respiratory rate was at that point and where this is documented.

I have not received a satisfactory answer.

There are also serious questions around the clinical records themselves. Vets Now acknowledged that the vet who discharged Bobo had not completed and saved their notes regarding his assessment and treatment at the time the records were initially provided to me. Despite this, I am simply expected to accept their conclusion that everything was appropriate.

I also raised questions about Bobo's blood-gas results and oxygenation. I accept their explanation that the sample was venous and therefore cannot simply be interpreted as an arterial blood gas. However, that does not answer the question I actually asked: what objective assessment was used to establish that Bobo was adequately oxygenated and safe to discharge given the respiratory presentation documented in their own records?

I have also questioned why further respiratory investigation was not undertaken or arranged, particularly given his persistent respiratory signs and the fact that he subsequently required emergency treatment and was diagnosed with chronic bronchitis.

I am not expecting an emergency vet to predict the future or to diagnose every condition immediately. What I do expect is for significant respiratory symptoms to be properly assessed, for the decision to discharge to be properly supported, and for the medical records to accurately reflect what happened.

I also have concerns regarding the financial and insurance side of the visit. I was charged £1,079.20, including a £35 direct insurance claim administration fee, despite having to complete the insurance paperwork myself. I have also been left dealing with further insurance complications that I believe require proper explanation.

What has been most disappointing is the attitude towards my complaint. Rather than addressing the specific discrepancies and questions I have raised, the response repeatedly comes back to the conclusion that the care was “appropriate”.

That isn't an answer to the questions I have asked.

I have asked Vets Now to look at the evidence, explain the discrepancies and properly account for the clinical decisions made that night. I should not have to repeatedly challenge an emergency veterinary provider simply to get straightforward answers about what happened to my dog.

Bobo was taken to Vets Now because I was frightened about his breathing. I trusted that an emergency veterinary service would do everything reasonably necessary to establish whether he was safe to go home.

He was back at another veterinary practice the following morning requiring emergency treatment.

I am extremely unhappy with the care provided, the subsequent handling of my complaint and the refusal to properly address the outstanding questions.

I would strongly encourage other pet owners to think carefully about whether Vets Now is the right emergency provider for their animal.

One star, because zero isn't an option.

My dog and I were seen promptly for a corneal ulcer from Advocate flea treatment, and Pablo ( who is reactive at the vets) was given the emergency care that was required.

When I made the emergency call I was told that a fee of £326 would be needed on arrival in order to secure treatment, as well as proof of insurer. I made sure both of these were possible before setting out on the 40 minute journey.

At the surgery, after treatment, I was asked to pay in full (over £1000) before leaving despite the fact that Pablo is comprehensively insured.

It so transpired that this was an overcharge ( two admin fees and two consultation fees charged). I did not notice this st the time as was distressed. realised this a few days later, and the over- charge was promptly and apologetically returned.

It took over two weeks for Vets Now to pass insurance information to my insurer, despite me completing the required Vets Now form promptly.

I could afford to pay the large sum up front, some, who are insured may not be able to.

It should therefore be made clear at the point of the emergency call what payment arrangements are, and these should be consistent from call to payment at the practice.

Very friendly and helpful staff especially as it was a late night emergency visit, got my hound sorted out with ease good vibe and a nice place.
Would recommend.

The staff were professional, capable, caring and gave my puppy good treatment. They made me feel confident that my puppy was in good hands. Even though they were very busy they were patient, kind and examined her thoroughly.

All about the money

I’m very grateful to the vet I saw Peter Hatz who reassured me and helped with my little dog who was so poorly.

Took our dog here with sickness and diarrhoea left there the next morning with a dog that had dosed right up on pain killers and apparently unable to use his back legs at all told we needed to rush him to Newmarket DWR who are amazing by the way to find out they have missed diagnosed our dog who turns out to have an injured leg some how the who experience has cost us £2000 more than it should of we seeking this payment in compensation from vets now I will update this when have an outcome

Facilities, friendly professional and very dog welcoming staff plus level of care

Under a difficult visit where we lost one of our dogs the receptionist and Vet handled our moment very well.
They were sympathetic ,understanding and professional.

Prompt friendly service from start tk finish

Very efficient and helpful could not fault any of the staff they were all very kind

They were amazing,saved my dog Thea life.

Fantastic people, great quick help for our dog

Polite and efficient, nice vet, had it been an obvious problem, like a wound, or a cat or dog, the treatment would have been fine. As it was the ferret was made comfortable until I could get him to my own vet where the diagnosis was confirmed and exploratory surgery proved the prolapsed bladder to be accompanied by heart failure.
I have no issue with out of hours vets but my heart sinks when it comes to my ferrets because knowledge is so limited.

Calm reassuring friendly staff. Seem very fast and referral set up all on a bank holiday. Thank you