Client Care Team

We have a dedicated team of client care and administrative associates who are committed to providing the highest level of customer service to you and ensuring that your pet’s journey through the hospital is seamless, from the first phone call or greeting at reception through to the safe discharge of your pet.

Each member of our team has been selected not only for their dedication and exceptional skill, but for their approachable nature and compassion. At NDSR we believe every animal that comes to us should be treated with the same love and care as if they were our own. Our client care team are therefore committed to go above and beyond to ensure that your referral is dealt with efficiently and that you are communicated with throughout.


You will find that all of our team are not only experienced and highly trained, but also friendly and approachable and we hope that this reassures you that you can ask whatever questions you need, while your pet is under our care.


At North Downs Specialist Referrals we understand that it is a very worrying time when your pet has been referred for a consultation or treatment with one of our Specialists. Due to this, we provide a caring and compassionate environment to help support you and to ensure that your pet feels as calm as possible throughout their time with us. Our attentive, friendly reception team will go out of their way to put you at ease and to offer advice and reassurance when you need it.

If you need to speak to our reception team to order a repeat prescription or to book a follow up appointment with one of our clinicians, please call 01883741440 and someone from our friendly team will be able to assist you. You can also reach our reception team via email at

receptionist on phone


Once your veterinary practice has sent through a referral for your pet, you will be contacted by our bookings team who will organise an appointment with one of our Specialists. Our bookings team will go through what to expect when you bring your pet to us and will be able to answer any further questions you have regarding your visit.

If you are a referring vet or an owner whose pet has already been referred to us, you can reach our bookings team on 01883741440 and selecting option 1. The email address for our bookings team is

Insurance Claims

We understand that going through specialist veterinary treatment with your pet can be worrying and insurance claims can add to that stress. At North Downs Specialist Referrals, we have a dedicated insurance team who can assist with setting up a direct claim or processing claims for treatment that you may have already paid for.

Our team will be able to check if you have adequate cover before any treatment and will be able to make you aware of any exclusions, excesses or possible shortfalls on your policy.

If you would like to discuss a new or existing insurance claim, you can reach our team by calling 01883741440 and selecting option 3. Alternatively you can email the team directly at

More information about our insurance process can be found at here:


Our priority at NDSR is always the health and wellbeing of the pets we see however, we do have a dedicated accounts team who are available to discuss the costs associated with ongoing or potential treatment.

You can reach our experienced accounts team via email at or by calling 01883741440 and selecting option 2.