Zero Tolerance Policy

Respect for Our Team

At Rouken Glen Veterinary Surgery, we are committed to providing compassionate care for your animals.

Our team works in emotionally demanding situations every day and they deserve to be treated with courtesy and respect at all times.

We Will Not Tolerate:

• Shouting, swearing, or raised voices

• Personal insults or discriminatory remarks

• Threats (including threats of violence or online reviews)

• Intimidating or aggressive behaviour

• Harassment in person, by phone, email, or social media

If This Occurs, Rouken Glen Veterinary Surgery will:

• End the consultation immediately

• Ask you to leave the premises

• Refuse further treatment

• Remove you from our client list

• Contact the police if necessary

Why This Matters

Veterinary professionals regularly support clients through difficult decisions, including emergency care and end-of-life discussions. Abuse towards staff is unacceptable and will not be excused.

We operate this policy in line with professional standards set by the Royal College of Veterinary Surgeons and UK workplace safety legislation.

We appreciate the vast majority of our clients who treat our team with kindness and understanding, thank you. Together, we can maintain a safe and supportive environment for everyone.