Holly Bird, founder of premium pet-sitting service Birddog Catwalk, has welcomed new reforms announced by the Competition and Markets Authority (CMA) aimed at improving transparency and competition within the UK veterinary sector.
The changes follow a major investigation which found that pet owners often lack clear information on pricing and services from their vet in a climate where prices are rising rapidly.
The CMA’s report, published in late March, outlines a series of legally binding measures designed to make veterinary services easier for pet owners to navigate and more accountable. These include the introduction of comprehensive price lists, caps on prescription fees, clearer disclosure of practice ownership and the development of a centralised price comparison system.
Martin Coleman, who chairs the CMA’s independent inquiry group, said change was necessary even though the professionalism of the majority of vets was not being questioned:
“Too often, people are left in the dark about who owns their practice, treatment options and prices – even when facing bills running into thousands of pounds. Our measures mean it will be made clear to pet owners which practices are part of large groups, which are charging higher prices, and for the first time, vet businesses will be held to account by an independent regulator,” Martin Coleman said.
The governance of the sector has not been updated for 60 years and a consultation into the sector was launched in 2023 and received around 56,000 submissions. The sector is thought to be worth around £6.7 billion a year and 60 per cent of UK households had a pet in 2024.
Holly Bird, whose business supports pet owners across Wiltshire, Swindon, Bristol, Bath and the Cotswolds, said the reforms are a positive step forward for clients and the wider pet care industry.
“I think these changes are a really good thing for pet owners,” said Holly who lives in Malmesbury in Wiltshire. “Anything that improves transparency around vets’ fees helps people make better and more informed decisions about their pets’ care and its affordability.”
The reforms come after the CMA found that many pet owners were unaware of pricing structures, ownership of veterinary practices, or alternative options for treatments and prescriptions. Under the new rules, practices will be required to provide clear, upfront pricing, including written estimates for treatments over £500, and make it easier for customers to compare pricing from different providers. In fact the investigation found that:
*Less than 40 per cent of veterinary practices have their prices on their website.
*Less than half of those who took part in the investigation were told in advance of the price of non-routine treatment of their pet, dropping to 29 per cent receiving a quotation in writing.
*70 per cent of pet owners who use long term medication for their pets still bought from their vet practice even though they could save £200 or more a year by buying the same treatments online.
For businesses like Birddog Catwalk, which works closely with pet owners, the changes are expected to improve trust and confidence across the sector.
“As someone who works with pet owners every day, I see how important trust is when it comes to animal care,” Holly added.
“We are sometimes asked for advice around the ‘best’ vets in our relevant areas and we may not have personal experiences of local veterinary practices. With clearer pricing and better information we will be able to give our clients clear advice about how they can make good choices around who cares for their pet. This will lead to more confidence in the sector and ultimately will lead to better outcomes for pets. It will also allow pet owners to look at their insurance options, check if the level of insurance they have is adequate or, perhaps, set up a personal savings pot to pay for good care when it is needed.”
The CMA has confirmed that the reforms will begin to come into force later this year, though some practices have already started introducing the changes. The regulatory role of the sector is likely to come under the umbrella of the Royal College of Veterinary Surgeons and all practices will have to pay a levy to fund its work, based on the size of each practice.
Birddog Catwalk is a premium pet-sitting service based in Malmesbury, offering dog walking, pet sitting and home visits across Wiltshire, Bath and the Cotswolds. To find out more, visit https://birddogcatwalk.com/
Article from Scott Media
