Barking: Vet practices are confusing customers
Vet practices are confusing customers with unclear prices and by bumping up bills with unnecessary treatments, an investigation has found.
The findings come as hundreds of traditional veterinary practices have been taken over by private equity firms and big corporations in recent years.
The rapid consolidation has sparked a competition watchdog probe into whether it has resulted in higher prices and a lack of choice for customers.
According to research by consumer group Which?, it is too difficult for pet owners to shop around for the best prices and to get reliable information.
A survey by the group found 73 per cent of pet owners thought vet consultation fees were too expensive and 82 per cent said treatments and medications cost a lot. But it is hard to shop around because vet prices are often not displayed online, according to Which analysis of vet websites.
In total, 36 per cent of customers said they are usually only informed about the price after the appointment at the reception. Meanwhile, 27 per cent of the 2,000 pet owners surveyed said they had doubted whether recommended treatments were necessary.
Which? head of consumer protection policy Sue Davies said: ‘Millions of UK households own pets and consider them part of the family, which leaves them exposed to practices such as unclear pricing and unnecessary treatments if a pet falls ill.’
The growing stranglehold of big business over practices – with six big veterinary chains controlling most vet firms – has attracted the attention of regulators. In September, the Competition and Markets Authority (CMA) launched a review of the vet sector amid growing concerns that pet owners ‘may not be getting a good deal’.
The watchdog said it would investigate how the wave of buyouts and mergers has affected prices and choice for pet owners.
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