These frequently ask questions will help give you answers to our most common questions.
Common questions answered
I want to rehome a pet
I need to give up my pet
My pet needs veterinary care
Our four animal hospitals at Grimsby, Victoria, Hammersmith and Merton treat sick and injured pets when their owners can’t afford private fees. We’ve also got welfare clinics at some of our rehoming centres and mobile clinic's. We treat around 30,000 poorly pets every year.
Our veterinary services are available to pets whose owners are on certain means-tested benefits or low incomes. If you fall into this category, you need to check to see if you are in the catchment area for one of our hospitals or clinics. To see you nearest clinic view our find us page.
If you are outside the catchment area of our hospitals we may be able to help you with a veterinary grant towards some of the cost of treatment. To get a veterinary grant you must be receiving a means-tested eligible state benefit and your pet must have an eligible health problem. Although your pet is unwell at present, they should be generally healthy with a good quality of life. The grant is to support vital treatment that is likely to return them to a normal happy, healthy life. View our grant pages.
My pet needs emergency treatment
We have an out-of-hours service for emergency cases only at our hospitals. Clients are asked to ring first so we can assess if their pet needs to be treated straight away. All vets are obliged to make arrangement for out of hours care for emergency cases. If you are registered with another practice, phone your vet first. Our emergency numbers are:
- Victoria, Merton and Hammersmith hospitals: please dial 0300 777 1890
- Grimsby hospital: please dial 0300 777 1840
I have a complaint
At Blue Cross, our aim is to provide excellent customer and supporter service. This means we take complaints extremely seriously and view them as an opportunity to improve. That’s why we are always very grateful to hear from people who take the time to tell us when and where we are falling short of our high standards.
When this happens, we want to hear about it, respond as quickly as possible, take action to resolve the situation, and put measures in place to try to prevent it from happening again.
For more information please read our complaints procedure, from there you can choose how you would like to contact us.
I need to update my contact details
To update your contact details please contact our Supporter Care Team, you can do this in the following ways
- By phone: You can call us on 0300 790 9903. Our Supporter Care Team will be ready and willing to help. Our phone lines are open Monday to Friday from 9.00am to 5.00pm. Outside these hours, or if all our lines are busy, you can leave us a message and a contact number and someone will return your call the next working day.
- By email: You can email us at [email protected]
- By post: You can write to us at: Supporter Care, Blue Cross, Shilton Road, Burford, OX18 4PF
Note: Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.
I’d like to work or volunteer for Blue Cross
Great! Your time is valuable to us. We have a number of roles currently available across the UK from volunteer dog walking to working at our rehoming centres.
I would like to take part in a fundraising event
Fancy doing a challenge event or hosting a tea party? View our fundraising activities.
Get in touch
If you have any question or enquiry that you can't find an answer to on our site we'd love to hear from you. Use the form below to submit any question and we will do our best to get back to you as soon as possible with an answer.
Get in touch
The old dog'n'bone!
Want to write to us?
Blue Cross, Shilton Road, Burford, OXON. OX18 4PF
Or call our Burford reception on 0300 777 1897