CMW Vets is a small, independent practice of experienced veterinary professionals. We aim to provide a high-quality service and continuity of care for our patients, reassurance and support for our clients, and a fair, consistent and transparent pricing structure.
We are a Limited Company registered as CMWV Ltd, trading as CMW Vets. Our contact details are:
CMW Vets
Broomvale Business Centre
Little Blakenham
Ipswich
IP8 4JU
Tel: 01473 956303
Email: hello@cmwvets.co.uk
All consultations at CMW Vets are by appointment only.
You are requested to inform the surgery in advance, preferably at least 24 hours before your appointment time, if you wish to cancel or reschedule your appointment. We reserve the right to charge a fee for appointments that are missed, cancelled, or changed at short notice.
If you have an emergency, please call us on 01473 956303. Animals will never be turned away in an emergency, but please call ahead so we can be ready for you. We also have an emergency appointment slot at 8.15am for which you do not need an appointment if your pet becomes unwell during the night; please simply arrive for 8.15am and come into reception. We ask that you use this service responsibly for urgent cases only. There is an additional consultation fee charge applicable when your pet is seen outside normal consultation times or when an they are seen without a prior appointment.
We provide 24-hour inpatient care as required for patients admitted to our practice until they are ready to go home. As a small practice we are not able to accept new cases overnight, to enable us to deliver the best service during working hours, but we are fully committed to patients already in our care.
Outside of the practice’s opening hours, please contact our emergency veterinary service at MiNight Vet Ipswich, on 01394 389199. They are dedicated emergency vets on an overnight shift, ready to deal with any time critical emergency that may arise between 7pm and 8am. They will inform us of your visit and provide clinical details of overnight treatment to ensure continuity of care. We will be ready to accept your pet from 8am for ongoing care if required.
Our Healthcare Plan members also have unlimited access to Vidivet, our out of hours online veterinary service, for immediate advice on any concerns or emergencies that you may have whilst we are closed.
Our fees reflect the professional service, facilities, equipment and clinical expertise required to offer the best care to our patients.
Our policy is to charge fairly, consistently and openly. A detailed invoice will be supplied for every consultation or procedure we complete. We can provide written cost estimates prior to diagnostic procedures, surgical operations and planned treatment, and all prices quoted are inclusive of VAT. Any estimate given can only be approximate, but we will keep you informed of any additional costs and involve you with decision making at the earliest opportunity during your pet’s treatment.
Payment is due at the time of consultation or on collection of your pet after a procedure. We accept payment by cash, bank transfer, debit and credit cards; however we are unable to accept American Express or cheques.
Any failed payments will result in the balance being restored to your account, for which you will remain liable. Non-payment of invoices may incur an administration charge, and subsequent referral to our debt collection agency will add additional fees to your outstanding account.
If you are concerned about fee affordability, please discuss options with us before treatment proceeds.
We strongly encourage pet health insurance to help with the costs of treating illness and emergencies. Even if your pet is insured, you are still responsible for settling fees at the time of treatment, which you can then reclaim from your insurance company. We may be able to offer direct insurance claims for large amounts or procedures, if agreed in advance. This could require pre-authorisation from your insurance company, meaning this may not be applicable to urgent cases. Please discuss this with us in advance of any procedure. In the event that your insurance company does not pay for any reason, you will be responsible for settling the balance on request.
We offer a healthcare plan that provides certain services and products for a fixed monthly fee. If you cancel your plan prior to the end of the plan year, the cost of any plan services or products received that amounts to more than the monthly payments to date will be due for payment before the plan can be ceased. Please see the Healthcare Plan terms and conditions for further information.
Our vets can prescribe medications for animals under our care within the review period required for the clinical care of that condition, usually 3-6 months. Preventative parasite treatments can usually be prescribed for up to 12 months, if deemed appropriate.
Therefore, your pet will require regular rechecks for long term medication, and you will be advised when they need to be seen again before further medication can be prescribed. This is in their interests and is also a professional veterinary requirement.
Written prescriptions for medications are available, which follow the same guidelines as above. There is a cost associated with providing a written prescription, which can be advised on request.
Any unused medication can be returned to the practice free of charge for clinical disposal through our professional waste management service. We are unable to issue refunds for any unused medication. We are bound by stringent rules of the Royal College of Veterinary Surgeons (RCVS) and Veterinary Medicines Directorate (VMD) regarding the storage and supply of veterinary medicines and, therefore, are unable to resell any medication that has left the premises.
We will only collect and use enough personal information to allow us to:
We would like to inform you via email about the products and services that we provide. You may opt out of these communications via the link at the bottom of those emails or by letting us know at any time.
We will only share your information externally as required to allow us to fulfil our role as your veterinary practice, which will include our IT services who store your data and allow us to communicate with you, our payment platforms, and debt collection agencies or law enforcement agencies, if required. We may also, with your specific permission, share information with our microchip database, your pet insurer, a referral practice or another practice (for example, if you move house), as required. We will not share your information with any third party for marketing purposes or sell your data to any company.
All email communications will be stored on your client record. We do not record telephone calls. We manage personal details and client records in accordance with the General Data Protection Regulations 2018. Please contact us if you have any questions about our how we manage your data or the information we hold about you.
We highly value and enjoy our relationship with our clients and their pets, which is almost always reciprocated. However, the practice will not tolerate harassment and bullying of any team member by clients, under any circumstances. Unacceptable client behaviour will be responded to by the Directors. This may result in a written warning regarding the client’s future conduct or formal notice of withdrawal of veterinary services.
We reserve the right to withdraw all but emergency services until an outstanding balance is settled, and to withdraw our services entirely in writing in the case of repeated or persistent financial irregularities or breach of our tolerance policy.
We aim to provide the best possible service for your pets. If you have a concern of any sort, please raise it initially with your vet or any member of staff, and we will aim to resolve it as quickly as possible. Alternatively, you can address any complaints via email to hello@cmwvets.co.uk, or by post to the practice address. We welcome and value all feedback, and will address any issues you raise promptly and sympathetically.
