Client service changes FAQs

Our services

What services are you currently offering?

PDSA offers a mixture of face to face and telephone consultations depending on your pet’s situation.

For emergencies you should always contact our hospitals directly in the first instance. They will be able to redirect you to our non-urgent appointment service if necessary.

For non-urgent appointments you can request an appointment via our online service.

What if I’m unable to use your online services?

Our National Customer Service Centre team are available to support clients unable to use our online services.

Call 08007312502 to speak to a member of our Customer Service team, lines are open Monday to Friday 9am – 5pm.

Why is PDSA supporting RSPCA clients?

We believe that no pet deserves to suffer due to poverty, so our goal is to offer support to those RSPCA clients affected by the closure of RSPCA’s public-facing veterinary care in Greater Manchester, Birmingham, and Merthyr Tydfil (South Wales).

I’m an existing PDSA client. Do I need to do anything?

No, you don’t need to do anything and you should notice no difference in the services you receive from us.

Will this affect the quality of the service my pet receives?

No - we intend to continue delivering our usual professional services to the same high standards as always. We also have plans in place to ensure we can help these additional pets and their owners without affecting the delivery of our usual services, so our current clients should not experience longer waiting times. 

How will PDSA cope with the increase in demand?

We’ve undertaken a careful examination of our current resources to ensure we’re able to meet the expected increase in demand in a sustainable way, without affecting the quality of the service we currently provide to pets and their owners. We’re also exploring the possibility of increasing the size of our team, if and where relevant.