PDSA Pet Care Frequently Asked Questions

Who can access PDSA Pet Care?

Clients must

  • Be an existing Pet Practice Client and / or
  • Live within the postcode catchment of a participating veterinary practice

And receive support through any of the following

  • Housing Benefit
  • Means-tested support with Council Tax or
  • Universal Credit with Housing Element
  • Rate Relief (Northern Ireland only)

How much will I pay per month?

Clients sign up to the PDSA Pet Care scheme through PDSA and pay a monthly fee of £4.50 by Direct Debit. The first two months' payments are taken at registration. Alternatively you can pay the annual fee of £54 at the point of registration.

Can I use someone else's card to pay?

If you are not using your own credit/debit card to pay, you must have the card holder's permission before submitting payment details.

What happens if I miss a payment?

If you miss a monthly payment we will call you to explain your options. If we are unsuccessful in contacting you PDSA reserves the right to withdraw access to PDSA Pet Care.

What do I need to do if I change my bank details?

You are required to inform PDSA of the changes and you can do so by calling us on 0808 164 5040

How do I register?

You can download a PDSA Pet Care scheme application form or contact our PDSA Pet Care team at petcare.enquiries@pdsa.org.uk or on 0808 164 5040.

You can apply quickly and easily by sending clear photos or a scanned image of your completed form and proof of benefits to petcare.enquiries@pdsa.org.uk or to the postal address below:

PDSA Pet Care, Prospect House, North Hylton Road, Sunderland, SR5 3AD 

How will I know if I have successfully joined the scheme?

Once you have been successfully registered and paid the annual fee or set up your Direct Debit, we will send you a PDSA Pet Care card, which will have your details, pet and registration status details on it. We will replace this card every 12 months at re-registration.

You will also receive an email confirmation to show you have been registered for PDSA Pet Care and you can use this as proof prior to receiving your PDSA Pet Care card.

How long will I be registered for?

You will be registered for 12 months and will therefore pay £54 over the course of the year.

How do I re-register?

Prior to the end of a current year of registration, we will send you a renewal form. Please complete the form and send it to us with the relevant proof of benefits. We will then check your proof of benefits and process any registration paperwork. Please note, we will need to contact you in order to take payment, so please make sure that you have provided an up to date phone number.

Your renewal form can be sent to us quickly and easily by sending clear photos or a scanned image of your completed form and proof of benefits to petcare.enquiries@pdsa.org.uk or to the postal address below:

PDSA Pet Care, Prospect House, North Hylton Road, Sunderland SR5 3AD 

If I lose my PDSA Pet Care card, how do I get a replacement?

Please call our helpline between 9-5 Mon-Fri on 0808 1645040 to request a new card or email the Pet Care team on petcare.enquiries@pdsa.org.uk

Reissuing a new card may be subject to a £5 fee to cover the costs of replacing the card.

Can I access PDSA Pet Care if I lose my card?

Yes, but your practice will need to call us each time you visit to check your registration status is up to date so we would recommend replacing any lost cards as soon as possible.

How many pets can I register on PDSA Pet Care?

You can only register one pet per household under the scheme.

At what age can a client access PDSA Pet Care?

Clients must be over 18 years of age to participate in the scheme.

Can I swap the pet on PDSA Pet Care?

No, the PDSA Pet Care card is for the named cardholder and named pet only. PDSA Pet Care cannot be transferred to another pet once registration has started. If your circumstances have changed, please call us and we will be happy to advise you.

If I do not use my vaccination/booster or vet health consultation in a year, can I roll over these benefits into my next registration?

No, each of the scheme benefits must be used within the 12 month period of registration.

What support does the PDSA helpline provide?

The PDSA Helpline gives you unlimited 24/7 access to a qualified veterinary nurse. If you are worried about your pet's health they can advise you on whether you should go to the vet or whether the issue may resolve itself at home. Call them before heading to a vet because 2 out of 3 times, a trip to the vet is no necessary straight away, saving you time and money. They can also give advice on a wide range of other pet-related topics such as nutrition and behaviour.

How do I cancel my contract with PDSA?

You have a 14 day cooling off period starting on the day after we confirm that we accept your application.

If you wish to end your contract after 14 days, you must download a "client cancellation form" and follow the instructions included. Once we receive a completed cancellation form we will end your contract and calculate any outstanding balance based on the number of benefits and vet services which you have already received at the time at which the contract comes to an end. The amount of any refund or charges will be calculated in accordance with the costs associated with each of the different vet services and benefits and further detail about these costs is available in Clause 12.5 - Pet Care Costs Pet Care Terms & Conditions.

Please see your client contract for further information about your rights when ending the contract.

Can a pet be registered for PDSA Pet Care and be registered at a Blue Cross Pet Care Clinic?

No, the pet can only be registered for one of the schemes.

Is the scheme limited by postcode areas?

Yes, we operate with postcode catchments for each participating practice.

Will I be a client of the practice or PDSA?

You will be a practice client but with an agreement with PDSA.

Who is responsible for complaints or disputes relating to PDSA Pet Care?

The practice is responsible for any complaints, disputes, debts or claims resulting from treatments or services provided to clients by the practice, which would include those incorporated into the Pet Care scheme. PDSA is responsible for any complaints, disputes or claims associated with administration of PDSA Pet Care.