Elands has changed ownership, and unfortunately, the customer service has gone completely downhill. Saija Smith was extremely difficult to deal with—rude, unhelpful, and lacking basic customer service skills. It really makes you question why you’re paying thousands to this vet only to be treated so poorly. I do not recommend this practice.

Would give it 0 star if possible: - 1. Pre-Treatment Handling Our cat was kept at the clinic awaiting his tooth extraction without food or water for the entire day only to be sent home(not operated on) at the end of the day, around 7pm and been told due to an emergency case. If such an emergency had occurred, we believe he should have been dismissed much sooner to avoid unnecessary distress for our old cat. During this time, fluids were administered via injection. When he was returned to us, one paw was severely swollen. The area later developed scabs at the injection site, and the fur had been shaved, leaving visible irritation and discomfort. We were also advised to keep the drip needle in his leg over the weekend to “save the nurse time on Monday.” This suggestion appeared to prioritise convenience over the comfort and well-being of our elderly cat, which we found unacceptable. 2. Lack of Post-Operative Antibiotics Following the tooth extraction, no antibiotics were prescribed. Within three days, at the recheck appointment, he was found to have developed an infection — an outcome we believe could have been prevented with appropriate post-operative medication. We were also informed that there was a shortage of the fluid-form antibiotic normally used, and that the vet had to administer an injection instead, which we were told was considerably less effective. 3. Insurance Payment Issue We attempted to settle the treatment costs through our pet insurance; however, this was declined by the practice manager, Ms. Saija Smith, who advised that such payments were against your policy. We requested two written statements to support our insurance claim, as required by the insurer, but the process has been unnecessarily difficult and uncooperative, followed by a series of sarcastic emails, causing us considerable stress and frustration. In addition, we have experienced repeated delays of several weeks — sometimes even months — before receiving reimbursement for previous claims. We have been told that these delays are due to an overwhelming administrative workload. There are some wonderful vets here, but the way the place is being managed is really horrible.

My cat has been registered with Elands for 6 years- the vets are lovely and very caring, and I feel reassured my cat is in safe hands. Everyone I have met at the practice- reception team, vets, nurses- are very friendly and helpful. I wouldn't hesitate to recommend!

Outstanding service and care, above and beyond anything I have experienced in 50 years of pet ownership. From the Vets to the nurses to the receptionist, they are all amazing. All my dogs love to visit Elands.

I've been with Elands since I got my dog and they are absolutely brilliant. They are the kindest, nicest people and every visit is a nice experience. When I've been worried about something I've phoned up and spoken to one of the knowledgeable receptionists and they've given me the best advice. They never try to up sell anything and I think they give amazing value for money. Honestly I don't have a bad word to say about them all!