Sadly, I lost confidence in my dog's care.
I am genuinely sorry to leave this review, as I came to Virtue with high hopes after following a vet I had previously trusted. Unfortunately, after a series of experiences involving my elderly dog, who has several more complex health issues, I have decided to return to my previous veterinary practice.
My experience has left me feeling that Virtue may be better suited to the more routine aspects of veterinary care than to the type of complex, multi-disciplinary investigation my dog ultimately required. A number of specialist opinions during his care were obtained remotely or through external providers, and I found the resulting experience fragmented. I particularly missed being able to have meaningful conversations directly with the relevant specialists about findings, options and clinical reasoning.
More seriously, during one procedure my dog was admitted for radiographs under sedation. The sedation was insufficient, an additional anaesthetic drug was administered, he developed respiratory depression, was intubated and the procedure continued under general anaesthesia. I was not told at discharge that he had been intubated or had undergone general anaesthesia. I discovered this later from his clinical records. Virtue subsequently acknowledged to me that this should have been communicated and also acknowledged deficiencies in the associated anaesthetic documentation.
There were other aspects of his clinical journey which concerned me, particularly around investigation of his chronic cough and the proposed management of a hindlimb injury. He subsequently underwent multidisciplinary assessment at the Royal Veterinary College, and I am much happier with the direction of his care now.
I have raised my concerns formally with the practice, and I think it is only fair to acknowledge that the Clinical Director engaged substantively with my complaint and accepted a number of shortcomings.
I am nevertheless deeply disappointed by the overall experience. For routine care, other clients may have a completely different experience. For my dog, however, I ultimately lost confidence in the management of his more complex needs and have returned to my previous veterinary practice.
I caution anyone considering Virtue Vets for international pet travel. I paid nearly £1,000 across South Kensington (blood test and fit-to-fly certificate) and Boltons (rabies vaccination and travel advice). After relying on their advice, my dog could not return to the UK with me.
1. MISLEADING PREPARATION TIMELINE — TOLD ONE WEEK WAS ENOUGH
Before booking my flight, I asked how early to prepare my dog’s documents and book appointments. I was told ONE WEEK was sufficient. I relied on that advice, booked my flight, sent the requested information and attended for the blood test.
The practice later said results could take around 25 days or longer. When I specifically asked whether this meant we could not return to the UK for two months, their written reply on 7 July was: “No, you will be fine to return.”
They did not clearly explain that leaving without a confirmed satisfactory result could delay my dog’s return by months if she failed. Only after I had arrived abroad and learned that my dog’s blood test result did not meet the requirements did I consult other vets and authorities. They told me preparation should have started at least FOUR WEEKS before travel, with additional time if results were delayed or unsuccessful. This was advice I needed from Virtue Vets BEFORE I booked my flight.
2. FAILED TEST REPORTED AS A PASS — THEN TOLD OF A FOUR-MONTH DELAY
On 4 August, after we had travelled, the vet emailed that the result had arrived and my dog’s antibody levels were acceptable. Exactly one week later, on 11 August, she admitted misreading it: the result was 0.38 IU/ml, below the required 0.5.
Only then was I told my dog needed another vaccination, at least 30 days before retesting abroad, and a three-month wait from the new blood sample if she passed—approximately FOUR MORE MONTHS before returning under their proposed plan.
I understand that no vet can guarantee a successful test. My complaint concerns preparation advice, unexplained consequences, misleading reassurance and an incorrectly reported result. “We cannot guarantee blood test results” does not address those failures.
3. CHARGED FOR A “MANDATORY” CERTIFICATE NOT REQUIRED FOR MY JOURNEY
I specifically asked whether a separate fit-to-fly certificate was mandatory and paid after being told it was. After departure, my airline and the destination country’s animal quarantine authority both confirmed it was not required for my particular journey. Had the practice properly checked before charging me?
The response was deeply disappointing. As I was stuck abroad dealing with my dog’s return problem, my friend in London visited on my behalf. They reported that the practice denied responsibility because test results cannot be guaranteed, and that the owner was present, sipping tea, but offered no apology or solution. Although the vet apologised by email for misreading the result, I do not feel the wider failures have been addressed.
My dog was under a year old and has separation anxiety. I spent this money to keep her with me. Instead, I returned home without her and faced months apart. She is my family; the distress goes far beyond money.
This experience leaves me with two serious concerns:
1. Did the practice take my money for work it did not adequately understand, while presenting itself as knowledgeable?
2. Or did it knowingly give misleading advice to persuade me to pay for its services?
I cannot establish their motives, but these repeated errors have damaged my trust. I urge other owners to be cautious before paying for international pet travel services.
Absolutely excellent veterinary care once again. The vets here are brilliant. Tara who saw our dog knew how to handle his fear issues and was able to proscribe the right medication for his ailment. Always welcoming and most importantly I am always reassured by their knowledge and understanding. Superb approach. Thank you 🙏
I can't recommend Dr. Mariya enough for her extremely kind, affectionate and considerate service. Dr. Mariya listened attentively and thoughtfully to the emergency circumstances around Pika a young scottish fold cat and offered her best care throughout, as well as tremendous patience as we worked through solutions together. She went above and beyond her duties and leads with lots of empathy.
The clinic is extremely transparent with their process, what care options they recommend and in explaining what's going on with any pet brought in sick so that the owner feels assured and knowledgable throughout the process. These guys run an excellent veterinary service in west london, do not hesitate to book!
I’m very conflicted writing this review because one of the practicing vets is excellent. She is knowledgeable, kind, thorough, and has fantastic bedside manner. She is absolutely someone I would have trusted with my dog for many years.
Unfortunately, my experience with VirtueVets as a practice was disappointing.
After two appointments close together for the same ongoing condition, the prescribed treatment was not working and my dog’s symptoms were worsening. I returned just two days later seeking help. Rather than adjusting the treatment plan, I was told I would need to pay another £75 consultation fee because I was seeing a different vet, despite it being the same clinic, with shared records, for an unresolved condition.
The second vet I saw was unkind and lacked empathy during what was already a stressful situation. I found this especially surprising given VirtueVets’ positioning as a modern, reputable franchise.
The overall structure felt rigid, expensive, and more focused on repeat fees than continuity of care. I thought this review may help when others are choosing a vet in the local area.
The team took wonderful care of my cat, Lua. She went in to be spayed and I was quite nervous for her. Everyone was very friendly and kind and I knew she was is safe hands. She is home now and very happy. Thank you all!
Fabulous care and service from Tara and Alexandra. They looked after our mini dachshund superly. Can recommend highly!
I cannot recommend Virtue Vets highly enough. It is a super calm and friendly environment for both pets and owners! Jenny and her team have overseen the care of our dog with compassion and kindness. She is incredibly knowledgeable and communicates this in a professional and gentle manner. We are super grateful for the care our dog has received over the last few months.
