I took my dog on an emergency call yesterday as they are the out of hours my vets used. It was my first experience. I was asked to call when I arrived at the clinic. I arrived 25 mins after a I called. Called to say I had arrived and was told some one would come and see me. I was not asked what was wrong with my dog. An hour later no on had been so I called reception to be told that I had not been forgotten and someone would be out. 20 mins later the receptionist came out and to take Buzz in. She didnt even ask what was wrong. When prompted if she wanted to know what was wrong with him I was told a vet would call me. Another 20 mins + passed and no call so I rang at reception and was told his Triage was being done and the vet would call me. Another 20 mins and still no call. The recpetionist was outside seeing to someone else and when I explained I had been there 2 hrs and not spoken to a vet was anxious about my dog being inside not having been told anything she offered to bring him out for me. When she brought him out I was told they had a cat come in that had been run over and that I was likely to have another hours wait. As Buzz had improved I decided to take him home. Absolutely awful customer service. Another lady left before me as she had got the same silent treatment and had been waiting a while. I will not be using them again for out of hours! For the £179 call out charge they should be on to of customer service!