Complaint RE: 01/072025 Arya / Mr Thompson

Dario Thompson PDSA Tarentaal Road Bridgetown, Cape Town 7764 1 July 2025

To Whom It May Concern Subject: Formal Complaint Regarding the Negligent Treatment and Death of My Dog, Arya

I, Mr. D. Thompson, am writing to lodge a formal complaint against PDSA concerning the negligent treatment and subsequent death of my dog, Arya, due to what I believe to be malpractice and a lack of professional care provided by your staff.

Firstly, I would like to express my deep disappointment and indignation regarding the unacceptable experience I had at your facility. I am bringing this matter to your attention with the hope that it will be taken seriously, addressed promptly, and that measures will be implemented to prevent similar occurrences in the future.

On 1 July 2025, I arrived at your clinic between 9:30 AM and 10:40 AM. Prior to this, I had already communicated my concerns to your Operations Manager. I reported that Arya had fallen ill on 26 June 2025, exhibiting symptoms such as vomiting, loss of appetite, restlessness, and lethargy.

Despite these worrying symptoms, Arya was only treated symptomatically without any diagnostic testing being performed. She was administered three injections—an anti-nausea drug, an antibiotic, and a third unspecified injection. She was also given activated charcoal and sent home with Gabapentin and Coxflam tablets. At no point was she checked in as an emergency patient, nor were any diagnostic tests conducted.

I was advised to bring her back on Saturday, 28 June 2025, for further testing (including X-rays and blood tests) after the course of medication was completed. While still at PDSA, I was presented with two options:

Administer two injections and return on Friday, 27 June 2025

Administer three injections and return on Saturday, 28 June 2025

Based on the information provided, and in good faith, I chose the second option, trusting that Arya had received sufficient treatment to stabilize her until the follow-up visit.

However, Arya’s condition worsened significantly on 27 June 2025. She began vomiting again, and I took it upon myself to feed her Hills AD food and her prescribed medication. Despite my efforts, she continued to deteriorate. Later that evening, she vomited again. I stayed up throughout the night monitoring her condition.

At approximately 2:15 AM on 28 June 2025, I contacted TAH 24-Hour Veterinary Clinic, seeking emergency help. I explained Arya’s condition and my financial constraints. Unfortunately, they required a 50% deposit, which I could not afford. As a result, I continued to place my trust in the care provided by PDSA.

At 8:30 AM that morning, I returned to your clinic. Arya was in a severely weakened state and could no longer stand on her own. I requested a stretcher to assist with bringing her in. Upon assessment, the attending locum advised that the initial medication had failed and recommended admission, X-rays, blood tests, and IV fluids at a cost of R1,420. I agreed without hesitation, confirming that I would settle the bill in full before leaving the premises.

I later received instructions to call the clinic on Sunday, 29 June 2025, to check on Arya’s condition and obtain her test results. However, at approximately 9:00 AM on Sunday morning, I received a heartbreaking call informing me that Arya had passed away. I was further devastated to learn that no blood tests had been conducted and no clear cause of death could be provided.

I immediately visited the clinic to say my final goodbyes. I was deeply hurt that I had not been informed earlier of Arya's deteriorating condition, which would have allowed me to be by her side. Despite your visitation policies, I feel that this was an exceptional circumstance where compassion should have prevailed.

On 1 July 2025, I requested a meeting with the Head Veterinarian to express my concerns and disappointment. I began to record the meeting for personal record-keeping; however, I was abruptly told I was not allowed to do so. The veterinarian dismissed my concerns, stating I had "wasted her time," and acted in a manner I found intimidating and unprofessional. I was then ordered to collect Arya’s belongings and leave the premises.

At no point during this process was I treated with the dignity or respect any grieving pet owner deserves. The veterinarian admitted to being "biased" and further remarked that she would have treated Arya no differently than the others had. She also stated that post-mortems are not routinely offered due to financial assumptions about clients. This was news to me, as I would have gladly paid for a post-mortem examination if it had been offered.

Arya had already been cremated by this point, and I found her sarcastic remark—"How do you expect a post-mortem if she’s already cremated?"—highly insensitive. Communication between staff was evidently poor, and it is deeply concerning that the Head Veterinarian was unaware that Arya had already been cremated.

I believe the lack of urgency, appropriate diagnostics, and compassion on the part of your staff directly contributed to Arya’s death. I acted in good faith, relying on your facility for professional veterinary care. I feel deeply failed by your organization.

I therefore formally demand the following:

A written apology for the unprofessional and insensitive treatment I received

A written apology for the negligent treatment Arya endured

A full refund of the consultation and treatment fees paid on both 26 June and 28 June 2025

Reimbur*****t for the full cost of Arya’s cremation, as I would not have needed to resort to that outcome had proper treatment been administered in time

I trust this matter will be addressed with the seriousness it deserves. I await your response.

Sincerely, Dario Thompson