We have been clients of Portland Road branch of Acorn vets for many years and have always been very satisfied with the care our animals have received there. This morning we had an emergency appointment at the Hangleton branch. Sadly our cat had to be put to sleep (we were somewhat expecting this) but the vet we saw was terrific. She made absolutely certain that we knew that euthanasia was the right thing to do. When it came to it, our cat’s passing was lovely. The vet was very gentle, and gave us time to be with our cat afterwards. We appreciate how kind and considerate both the vet and the receptionist were. It made a very sad occasion much more bearable.

I was registered with this surgery for a long time, but unfortunately the service has been appalling in recent months. Due to staff shortages, they’ve reduced their opening hours to just three days a week, and I had two appointments cancelled with less than an hour’s notice. While I understand emergencies can happen, they are clearly struggling to maintain routine care. If they’re unable to deliver regular services, it may be more appropriate to operate as an emergency-only clinic rather than continue charging patients for plans they cannot reliably fulfil.

I honestly don’t know where to start — I’m still reeling from my phone call with Acorn Vets. My daughter bought a puppy from a breeder in Brighton, and Acorn provided the first vaccination. The second was included in the purchase price. When I called to book, I was told by Taylor that the vaccine could only be given one day either side of the 28th day. I explained that we live 90 minutes away and that, due to my son’s special needs, I can only travel on Fridays. Despite this, I was told that if the puppy was even one day late, it would not be covered from illness and its insurance would be invalidated. I have three dogs and know this simply isn’t true. I called the RCVS for clarification, and they advised me to ask the practice to put these claims in writing. I will be interested to see if they respond. What shocked me further was being told by Taylor that I could “take the puppy to another vet if I liked.” I found this cold, dismissive, and unprofessional. The recorded message on their phone line says they don’t tolerate aggressive behaviour from clients — which is fair enough — but perhaps they should also consider the passive-aggressive behaviour some clients experience from staff. This whole interaction has left me disappointed and disheartened. I had hoped for professionalism, compassion, and support, especially when dealing with new puppy owners. Instead, I came away feeling dismissed and unheard.

I was so impressed by the treatment my dog recently received at your Hangleton branch. Everyone was super helpful, the vet was patient and calm, she explained everything clearly and gave us choices.

Exceptional vets with a great knowledge of all things animal! Kind and caring nurses, are always on hand to comfort and explain Always a lovely greeting as you step through the door. I would not take my animals anywhere else. I have trusted Acorn since the year 2000.