Three stars is given since the reception staff did keep me well informed and quickly back to me with questions or problems I had, and I will provide some positive comments first for Kathryn before I get into the problems I faced. Kathryn’s work was top notch, and I cannot knock her craft here as she clearly has honed her expertise well here and I was well impressed with Kathryn’s ability to complete our cat Zorros dental and leave his mouth looking in great nick.
However, the problems are I was sent to evolution for Zorro since my local vets suspected abrasive lesions (their words) as such I was sent here to get the dental work done and X-rays. Everything seemed transparent enough and I made evolutions team extremely aware that if it is abrasive lesions then we are fully happy to go ahead with dental operation as the insurance would cover it, but if it’s NOT abrasive lesions but instead gingivitis then the insurance WOULDN'T cover it so I would need to know upon Xray completion to make an informed decision.
Kathryn rang me and I asked the question about if it was abrasive lesions and Kathryn said it was and I asked IS THERE ANYWAY IT CAN BE RELATED TO GINGIVITIS and Kathryn said there was no way they can be related as they are separate to each other. Again I asked this in several different ways to be certain. Kathryn insisted they are separate as such I went ahead with his dental. After I went to collect Zorro I asked the nurse the same as above where the nurse told me that they are not related.
I then came back for Zorro's second dental, and again gave the same explanations and asked for it all to be checked because again I'm NOT COVERED FOR GINGIVITIS. The nurse explained that they are not related as they are separate from each other.
I was surprised when the insurance claim was submitted that Kathryn had written to the insurance saying it’s related to gingivitis! Now I was really shocked considering Kathryn confirmed it was abrasive lesions numerous times and so did the staff. It's especially shocking this change happened after I had paid and tried to claim on the insurance.
Naturally it was all denied, and they claimed that I was asking insurance advice on whether the claim would be accepted, WHY WOULD I ASK YOU THAT. You’re not the insurance, it is not your call to determine an approval, if we are throwing ridiculous statements then does evolution think I’ll win the lottery on the next ticket I buy? I asked for CLINICAL ADVICE which I explained NUMEROUS times in communication and I explained my situation that if it is gingivitis I couldn’t proceed because I’m not covered whereas if it wasn’t gingivitis I am covered. I needed this information to make an informed decision.
The reality is they are trying to hide behind mis-communication and it was my questions, but in reality it was the staff's fault for not listening and then telling the client one thing and then telling the insurance something else. You cannot say one thing to a customer and completely change your trajectory with the insurance.
I went to my local vets and asked them to interpret Kathryn’s data she had put on the vet system about Zorro and what is Zorro's dental issue, and my own vets told me that it’s clear from Kathryn’s data that it’s abrasive lesions. So a different vet practice has come to the same conclusion from what was stated originally, it’s quite impressive how I somehow got it all wrong, and misunderstood, and yet vets who are trained to read your data understood it as abrasive lesions. I even asked for my vet’s clinical notes that were made on their observations of Kathryn’s data, and again it shows its abrasive lesions!
I asked for a phone call, which didn't happen but was assured on the phone it would have been on Thursday or Friday, however the manager has emailed to say reception didn't explain it properly to me, either way there is consistent communication failures in this practice.
Keep everything in writing from them and be vigilant of communication failures and falling into the same trap I did of he said she said.
Have always had really good advice and treatment for our cats with very friendly staff especially yesterday when we had to say goodbye to Poppy and both Poppy and myself treated with absolute compassion a big thankyou to all.♥️
Excellent staff, vets and nurses. First class service from booking in to treatment. Thanks to everyone at Evolution, keep up the good work.
My experience with this veterinary practice fell significantly below the standard one. This vet is part of the CVS UK Ltd group. They don’t wish to mediate!!! Look at email images
And see how they gossip!
Communication was poor, there appeared to be a general lack of warmth from some staf. During my cat drop-off for a potential tooth extraction, the practice’s systems were not even switched on, which meant I was asked a series of questions that should have been readily accessible in her medical records. I was offered a blood test (at an additional cost), which I agreed to, unaware that one had already been carried out just two weeks prior.
With regard to a previously mentioned medication error, I’m happy to clarify that the medication dispensed was correct. However, no one checked the contents of the bag at the time of collection—despite me specifically calling ahead to request pain relief. It was handed over without any verification or quality control which led to me being given flea and worm killer, not the pain relief. This kind of oversight could cause major issues for clients with limited transport or mobility, and it’s disappointing that such a basic safety process isn’t in place at a long-established practice.
I was also deeply concerned with the way my initial complaint was handled. Although it was made privately, it received a public response from Philip which I felt was unprofessional. When escalated, I was surprised to be referred to by my job title—an unnecessary and irrelevant detail that added to my dissatisfaction.
Eventually, the director Tina became involved as a final point of contact. While I appreciated her intervention, the tone of our interactions felt more business-oriented than focused on genuine client care—something I’ve now come to expect within the CVS UK Ltd group. Despite acknowledging the failings, they have refused to issue any form of refund and still intend to charge the full amount. As a result, I am now disputing the transaction via my credit card provider. Should any monies be recovered, I will be donating the full amount to a local cat charity (one unaffiliated with CVS UK Ltd).
The practice promotes itself as having Silver Cat Friendly status, yet my experience didn’t reflect this. While a curtain and a towel sprayed with calming pheromones may tick a box on paper, it did not demonstrate any meaningful cat-centred care in practice. I have submitted evidence and concerns to the accreditation body behind this recognition, who are now investigating the matter.
I have since moved my cat’s care to a practice in Dunscroft, and the difference has been remarkable. During our first visit, the vet spent nearly 20 minutes reviewing Dottie’s health records with us at no extra cost. This put us at ease, particularly around a heart murmur that had previously been presented as serious by Evolution, but was now described as so mild it would barely register a score of one.
Following my explicit request for Dottie’s records to be closed and for all communication to cease, I was disappointed to receive an unsolicited email from the practice regarding her vaccinations and an invitation to book her in. This communication was not only distressing but may also constitute a breach of the UK General Data Protection Regulation , individuals have the right to request the deletion of their personal data and to object to its further processing, including direct communication. Continuing to contact me after a clear instruction to cease all correspondence is unacceptable and raises serious concerns about the practice’s compliance with data protection legislation.
We had also been told by Evolution that Dottie would be having up to 7 teeth extracted—understandably causing us significant distress—only to find that no teeth were removed at all, and she simply needed a routine clean. This level of miscommunication added unnecessary stress to an already emotional process.
I was on my way to Thorne to see relatives when my dog began having some kind of seizure in the back of the car. I was obviously very upset and panicking. I called evolution explained my situation and even though I was not registered with them I was told to bring him straight in. (Other vets have not been so kind).
The staff were all incredibly friendly, showed empathy and got my old boy sorted. ( he's 17 yrs and 7 months old). I honestly can't recommend this vets highly enough. Thank you so much for caring for my boy, I truly appreciate everyone's kindness.
I was on my way to Thorne to see relatives when my dog began having some kind of seizure in the back of the car. I was obviously very upset and panicking. I called evolution explained my situation and even though I was not registered with them I was told to bring him straight in. (Other vets have not been so kind).
The staff were all incredibly friendly, showed empathy and got my old boy sorted. ( he's 17 yrs and 7 months old). I honestly can't recommend this vets highly enough. Thank you so much for caring for my boy, I truly appreciate everyone's kindness.
Have full confidence in the ongoing care of my dogs. Reception really friendly and helpful, nurses and vets very knowledgeable and above all they really care! They explain everything fully including predictive treatment costs. I have used Evolution for years and wouldn't consider going anywhere else!
Have full confidence in the ongoing care of my dogs. Reception really friendly and helpful, nurses and vets very knowledgeable and above all they really care! They explain everything fully including predictive treatment costs. I have used Evolution for years and wouldn't consider going anywhere else!
Fantastic service looked after our girl after she had been attacked.
My little dog 🐕 is having the best care I'm so happy she is being looked after by the amazing team at Evolution xx
