Braemar Veterinary Clinic

I used Braemar for some months earlier this year with my adopted Springer spaniel, and found them to be always very professional, courteous and helpful. Fees were quite steep on my income but that’s very likely vet clinics in general rather than Braemar in particular. Sadly I had to have my lovely dog put down, and this was done at the clinic, in a sympathetic and straightforward way.
The only quibble I would have is that I was charged for the consultation about it the day before, when I went in to talk to one of the vets on the advice of the Dogs’ Trust — I spoke to a vet and she recommended putting the dog down.
(He was a rescue dog and had shown for about 80% of the time I’d had him serious aggression and biting that all experts including paid trainers that I used and consulted with thought would not go away; the general consensus was that as he had been seriously abused, even with intensive work he would not get better. I was also terrified about the three and four year olds in my street who would run up and hug him. The trainer I paid to work with him for two weeks assessed him as irrecoverable, mostly because of the neglect/​abuse and also (possibly) for neurological reasons. My dog just got so aggressive in the last couple of months — the vet said probably because he knew he was safe in his new home so no longer had to be on his best behaviour. It was immensely sad and I am still furious about his original family who treated him so badly. Sharing all this in case it helps rescue dog owners; really hope no-​one else has to go through this!)
Anyway, I was charged £20 by Braemar for the consultation — fair enough that I used the vet’s time, and again this is probably standard for the industry, but the vet had no appointments at the time as it was late in the afternoon (the reception staff told me this when I rang that morning), and I was in floods of tears by this point too. I think it would have been a nice gesture to waive the fee in those circumstances — once I explained my dog’s history, the vet was adamant that he should be put down and this was fine as her professional opinion, But I was talking to her for less than five minutes, she had no other appointments at the time, and I was a regular customer. I do think £20 was a bit exploitative, as was the staff insisting on it, especially as I was very upset, needed tissues etc. (This is (honestly not about the money, more that I was so upset and it just felt a bit grabbing.)
Still a very professional, clean and friendly clinic though, and their website is excellent, with loads of info on all types of pets. Just think a bit of compassion might have been more user-​friendly instead of asking someone in clear hysterics for an hour’s fee for three minutes’ talk. This is more of a feedback thing than a criticism — maybe they could put a different system in place. Thanks overall though for being massively tactful and professional when ‘the deed’ was done the next day :(