Our response to the BBC Panorama documentary into the veterinary sector

On 12 January 2026, BBC Panorama aired an investigative documentary, ‘Why Are Vet Bills So High?’ This focused on the corporate veterinary sector and the 6 large groups that now own over 60% of veterinary practices in the UK, each having hundreds of practices.

The Pet Vet is a proudly independent, family-owned veterinary group. Dr Rob Jones MRCVS opened the first The Pet Vet surgery in Doncaster in 2011 with a progressive vision to deliver excellence in clinical care and customer service within state-of-the-art facilities, whilst maintaining a caring, compassionate culture that meets the needs of each local community we serve.

To date, we have 12 independent surgeries across the country, and working alongside CEO Dr Mel Fuller, Rob remains actively involved in the business, ensuring his founding values are sustained. Rob is steadfast that The Pet Vet remains in his family; always. In demonstration of this, our organisation is in a family trust.

As we’re not governed by a corporate entity, we’re able to tailor our offering at each surgery location, giving customers contextual choices for their pets’ healthcare needs.

The Panorama edition exploring the corporate sector follows on from the Competition & Markets Authority’s (CMA) provisional decision released on 15 October 2025. This was in response to their review of the veterinary services market, which started in September 2023. As part of this announcement, the CMA suggested 21 changes that should be enforced, including the requirements to:

• Provide transparency on the ownership of the practice.
• Publish comprehensive price lists.
• Give pet owners clear price information when they’re choosing a treatment, with prices in writing for treatments over £500 and itemised bills.

We continue to respect and fully support the CMA’s provisional decisions, and in response to the Panorama documentary, we wanted to take the opportunity to share an insight into our organisation, our values and ways of working.

Open & honest pricing

We appreciate the challenges of the cost of pet ownership; and we consider it our ethical duty to maintain full transparency around the cost of our products and services.

Unlike 80% of surgeries checked by the CMA, we publish pricing information on our website and in our reception areas.

Competitive pricing

We offer our fair price guarantee, under which we’ll refund the difference in the price if a customer finds the equivalent products or services cheaper elsewhere. T&Cs apply.

Pricing estimates & itemised billing – as standard

All customers are offered choices in their pet’s treatment, receive an estimate, and must formally consent before any treatment commences. For full transparency, itemised billing is shared with the customer after every transaction.

No surcharges for out-of-hours care

All our surgeries are open 7 days a week with evening availability for routine, emergency and @home appointments. Customers don’t incur a surcharge for securing an evening or weekend appointment. This is also the case for unregistered customers who need to use our services when their local practice is closed.

CarefreeCredit 0% payment plans

To support customers with paying larger bills, we provide CarefreeCredit 0% payment plans across our group, giving customers the freedom of:

• 0% finance over 6 months on bills from £300*-£2,000

• 0% finance over 12 months on bills from £2,000-£6,000

*£300 as part of a promotional price reduction. Returning to the standard price of £500 from 1 February 2026. 

CarefreeCredit is a 3rd party and runs credit checks for eligibility. For customer convenience and peace of mind, applications are completed online, and the decision is instant.

Special offers & ongoing discounts

We offer 10% discount for over 60s, the Blue Light community and Armed Forces – 7 days a week. In addition to this, we offer various seasonal offers and discounts throughout the year. A couple of recent examples include reduced-price dental treatment and BOAS surgery.

BBC Panorama also raised several important points we would like to address, including recommendations for new and existing pet owners:

• It’s crucial to consider affordability before introducing a new pet. Be realistic about what you can afford; not just initially, but for the life expectancy of the desired pet. In addition to Vet bills, you’ll also need to consider costs such as food and pet insurance. This all adds up. Sadly, many pets end up in rescue centres due to families not being able to afford their care, and this puts additional strain on these charitable organisations that are already operating under significant pressure.
• There’s no NHS for pets, so having a pet insurance policy in place is important and offers peace of mind in the event your pet requires treatment. Before deciding whether to take on a new pet, look at the cost of pet insurance policies, and bear in mind not all insurance policies are the same, and the amount you pay for a policy will increase as your pet ages. The Pet Vet are a Vetsure-accredited group and customers can get their first 5 weeks of cover with Vetsure for free. Claim your free 5 weeks pet insurance.
• Our colleagues operate ethically and transparently when making treatment recommendations, in accordance with the RCVS (Royal College of Veterinary Surgeons) code of conduct, and will only recommend investigations and treatment when clinically indicated. Our teams are not targeted in relation to completing clinically unnecessary investigations or treatments. We will always provide a rationale for any interventions offered and provide the option of cost-effective alternatives wherever this is possible.  

Dr Mel Fuller, CEO, says: “We welcome the recent spotlight on the veterinary sector and hope this results in increased transparency and choice for pet owners. At The Pet Vet, our independence allows us to put the needs of our customers and their pets first - with clear pricing, informed consent and accessible care at the heart of everything we do. We remain committed to delivering high-quality, affordable veterinary care that is fair, transparent and tailored to the needs of every family who trusts us with the care of their much-loved pets.”