I took my beloved dog Bud to Vets Now at Haygate Rd surgery on the morning of Sunday 25th March 2018 due to his back legs suddenly no longer working. The vet I saw, a younger male, treated me with very little empathy and I went away feeling confused about what was happening to Bud and my mind reeling after the talk of having him PTS. This vet appeared far more concerned about how much money he could charge me than any real concern for my suffering dog or my obvious distress. I took Bud home with me again with the intention of taking him to my own vet on the Monday morning, but unfortunately Bud’s condition deteriorated over the day and, as I was desperate for him not to suffer further or be in pain, I returned to Vets Now on the Sunday evening and saw a different vet, this time an older lady. This vet, and her nurse, took the time to actually fully examine Bud and explain everything as best as possible. I had to make the devastating decision to have my Bud PTS, and whilst this meant the bottom dropping out of my world, I was very grateful for the empathy and compassion shown by both this lady vet and her lovely nurse. I would very much like my thanks passed on to them for the way in which they dealt with Bud, me and my family during this absolutely heartbreaking experience. The male vet however upset me again further when a couple of weeks later I had to return to Vets Now to pick up Bud’s ashes. I asked him whether he was able to tell me the time which Bud had been PTS, as I wanted to know for my own grieving process. He wasn’t able to tell me the exact time, which I accept wasn’t his fault if that information hadn’t been recorded, but him asking in an off-hand manner whether there was “any particular reason” I wanted to know certainly didn’t feel appropriate or show any understanding of how losing a beloved pet feels. When I also asked him to complete my insurance claim form his first question was “have you paid us for it yet?”, again proving that his only interest is in how much profit can be made from grieving pet owners like myself. I found his treatment of me throughout the whole process cold, discompassionate and highly inappropriate. I’ve never before come across any other vet who has seemed so disconnected from the understandable emotions of distressed pets owners, and I think that his manner should be addressed with him in order for others not to have to be on the receiving end of his complete lack of empathy.