Zero tolerance
Last updated: 1 May 2026
1. Our commitment
1.1 Pet Repair Vets is committed to providing the highest standard of veterinary care in an environment that is safe, respectful, and free from intimidation for everyone in it. Our team works with skill and compassion under significant pressure, often in emotionally charged circumstances. They deserve to be treated with the same respect that they extend to every client, every patient, and every visitor.
1.2 This policy sets out the behaviour we expect at the practice, the behaviour we will not tolerate, and what will happen if it occurs. It applies to clients, persons accompanying clients, and any other person attending or contacting the practice. It applies in person, by telephone, by email, through our website, on social media, and through any other means of communication. It is published openly in line with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct, the RCVS Practice Standards Scheme, the Equality Act 2010, and the Health and Safety at Work etc. Act 1974.
2. Behaviour we will not tolerate
2.1 The behaviour set out in this section will not be tolerated under any circumstances. It applies regardless of the reason for it, including dissatisfaction with a clinical outcome, anxiety about a patient, a billing query, a complaint in progress, or personal circumstances unrelated to the practice. Where these circumstances are present we will do what we reasonably can to help; they are not however a justification for the behaviour set out below.
2.2 Threatening or violent behaviour. Physical aggression or violence, attempted or actual, towards any member of our team, any other person on our premises, or any animal in our care. This includes pushing, shoving, throwing or breaking objects, and any threat of physical harm whether explicit or implied.
2.3 Verbal abuse. Shouting, swearing directed at a person, personal insults, sustained hostility, and persistent or unrealistic demands intended to intimidate or distress a member of our team.
2.4 Discrimination and harassment. Discriminatory language or behaviour on the grounds of race, sex, gender identity, sexual orientation, disability, religion or belief, age, pregnancy or maternity, marriage or civil partnership, or any other characteristic protected under the Equality Act 2010. Harassment, intimidation, or stalking by any means.
2.5 Malicious allegations. Knowingly false allegations about a member of our team, another client, or the practice, made in person, in correspondence, or in any public forum.
2.6 Damage to property and theft. Damage to or theft of practice property, the property of other clients on our premises, or the medicines and equipment we use to care for animals.
2.7 Substance misuse on the premises. Attending the practice under the influence of alcohol or non-prescribed drugs to an extent that compromises the safety of our team, other clients, or the patient. Attempting to obtain veterinary medicines for purposes other than the treatment of the animal in our care. The use of illegal drugs anywhere on the premises.
2.8 Cruelty or neglect of an animal. Conduct towards an animal, in our presence or apparent from the animal's condition on presentation, that gives rise to a reasonable concern that the animal is being subjected to unnecessary suffering, neglect, or deliberate harm contrary to the Animal Welfare Act 2006.
2.9 Aggressive or threatening behaviour during ownership disputes. Where two parties dispute ownership of an animal, we follow our
Animal Ownership Disputes and Microchip Discrepancies SOP. We do not take sides in civil disputes. Aggressive, threatening, or
abusive behaviour towards staff or other clients during such disputes will trigger this Zero Tolerance Policy in the same way as any other instance.
3. How we will respond
3.1 Where a single incident allows for it, our response is graduated: a request to stop the behaviour, a request to leave the premises where appropriate, and a written warning placed on the client's record, with services continuing on the understanding that the behaviour will not recur. Where the behaviour does recur, services are withdrawn under section 3.3.
3.2 We will however withdraw services immediately, without a prior warning, in any of the circumstances in 3.2.1 to 3.2.6 below. The list is not in order of severity. Each is sufficient on its own. Where any of these applies, the practice does not require the gradation in section 3.1 to be followed first.
3.2.1 A threat or an act of physical violence towards any person on our premises or any animal in our care.
3.2.2 Wilful discrimination of the kind set out in section 2.4.
3.2.3 Theft, fraud, or other criminal conduct on the premises or affecting the practice.
3.2.4 Substance misuse of the kind set out in section 2.7.
3.2.5 Verbal abuse, harassment, or sustained hostility, whether in a single interaction or cumulatively across more than one, that has had a serious impact on a member of our team. The threshold here is not whether physical violence has occurred. The threshold is whether continuing to engage with the client would ask a member of our team to absorb conduct that, in the practice's judgement, no employer should ask a member of staff to absorb. The decision takes into account the actual impact on the team member affected, including the cumulative effect of any previous interactions with the same client.
3.2.6 Any other conduct that, in the Director's judgement, has damaged the working relationship in a way that cannot reasonably be repaired.
3.3 Where services are withdrawn other than in an emergency, we will provide written notice setting out our reasons, give the client a reasonable period of time to register with another practice, and supply a clinical record summary to support continuity of care for the patient. Our obligations under the RCVS Code of Professional Conduct in respect of continuity of care will be honoured in every case.
3.4 Where behaviour amounts to a criminal offence, including assault, threats, harassment, malicious communications, theft, criminal damage, or possession of a controlled drug, we will report the matter to South Yorkshire Police. We will retain and provide any evidence in our possession, including written records and CCTV recordings from the waiting area, the corridor, and the exterior perimeter of the building.
4. Animal welfare concerns
4.1 Where we have a reasonable concern that an animal is being subjected to unnecessary suffering, neglect, or deliberate harm, we will speak to the client first wherever it is appropriate and safe to do so, and offer the support and treatment the animal needs. Where a conversation with the client is not appropriate or safe, or where the client's response increases rather than allays our concern, we will refer the matter to the RSPCA on 0300 1234 999, or to the police where there is an immediate risk to the animal.
4.2 This is permitted by Chapter 14 of the RCVS Code of Professional Conduct, which expressly authorises a veterinary surgeon or veterinary nurse to disclose client information without consent where animal welfare or the public interest justifies it. Disclosure in these circumstances is not a breach of confidentiality. We document the reasons for any such disclosure in the patient's clinical record.
5. When we will be patient
5.1 Anxiety, grief, fear of bad news, fear for an animal that the client loves: we understand all of these, and we do not act on this policy lightly. A frightened client raising their voice once is not a zero tolerance incident. A bereaved client crying and saying something they would not normally say is not a zero tolerance incident. Where we can de-escalate a situation by listening, by changing the consulting clinician, by offering a written response, or by giving the client time to compose themselves and try again, we will do so.
5.2 We will not however ask our team to absorb intimidation, threats, or abuse in the interest of preserving a client relationship. There is always another practice that can provide care, and we will do what we reasonably can to support continuity of care for the patient.
6. Continuity of care
6.1 Where we withdraw services from a client, we will write to the client setting out the reason and the date of withdrawal; provide a reasonable period, typically 14 days and longer where clinically necessary, during which we will continue to handle emergencies for the patient until alternative care is in place; supply a clinical record summary to a practice nominated by the client; and where the patient is mid-treatment, cooperate with the receiving practice to ensure clinical continuity.
6.2 Out-of-hours emergency cover for our clients is provided by Vets Now Sheffield. Where we have withdrawn services from a client, this policy does not affect the client's ability to seek emergency care from Vets Now Sheffield, which operates its own zero tolerance policy.
7. Records
7.1 We keep a written record of every incident handled under this policy, including the names of those involved, what happened, what was said, what action we took, and the outcome. Records are retained for seven years from the date of the final action taken, in line with our complaints retention period and the limitation periods that apply to civil claims. After that period the file is securely destroyed unless ongoing legal proceedings or regulatory matters require its retention.
7.2 Our handling of personal data, including CCTV footage and telephone call recordings, is set out in full in our Privacy Notice, available on our website.
8. Review
8.1 This Zero Tolerance Policy is reviewed annually by the Director, and sooner if there are material changes to the RCVS Code of Professional Conduct, the RCVS Practice Standards Scheme, the Equality Act 2010, or any related legislation, or following any significant incident that warrants a policy update. The current version is always the version published on our website.
If you have any questions about this Zero Tolerance Policy, please contact us by writing to Pet Repair Vets, 94 Park Grove, Barnsley, S70 1QE, by telephone on 01226 664826, or by email at info@petrepairvets.com.