Marlow Vets – Newport Road

Marlow Vets is an independently owned, family veterinary practice located in Chepstow and its surrounding areas, with branch surgeries in Magor and Caldicot. They offer comprehensive treatment to a wide range of animals including dogs, cats, rabbits, and other pets. The practice is led by Glenn and Caroline Marlow and prides itself on a professional team of six highly qualified and experienced vets and nurses. They operate from a new purpose-built surgery in Chepstow, emphasising advanced quality care for pets and effective communication within their dedicated team. An RCVS Inspector noted the practice's modern and efficient, family-run nature, coupled with traditional values of customer care and a strong consideration for animal welfare.

At a glance

Marlow Vets – Newport Road treats birds, cats, dogs, exotic animals and small mammals. Rated 4.6/5 from 419 reviews, the practice opens at weekends, with on-site parking and step-free access.

Marlow Vets – Newport Road Prices

Latest reviews

Read the five most recent/ recommended reviews for Marlow Vets – Newport Road. Order provided by Google.

• John Sinha· 4 weeks ago

  Very professional and caring vet service. We have taken various cats and dogs to them over the last 20 years. Very satisfied.

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• Harriet E· a month ago

  Highly recommend this vets. I phoned for an emergency appointment after a poisoning, was seen straight away, a team was ready and waiting for my pet on arrival. They continued to support past their working hours where I know a lot of other vets would have leaned straight to putting her down given her condition. The receptionists were brilliantly gentle with the bill given I didn’t have insurance, Zoe and all the nurses and vets that looked after her were amazing and truly have passion. After a few follow ups she’s now back to full health and it’s all down to the Marlow vet team! Thank you.

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• Paul Frances· 2 months ago

  Emma and the team at Marlow Vets did a fantastic job caring for an injured wild bird I brought in, who is now recovering well. They were kind, professional, and clearly passionate about helping wildlife. It was reassuring to see how much care and attention they gave throughout the appointment. I'm very grateful for their expertise, compassion, and helpful advice. Thank you for all the hard work you do—you are highly recommended. - Elizabeth Bennett and Paul Frances

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• MrsP· 4 months ago

  We registered with Marlow Vets in January 2025 and were advised by Carrie, the vet, that our dog’s regular injection would be charged at a £22.50 injection fee plus the cost of medication. This was the consistent fee we were charged from then until now. At our most recent appointment, my husband attended with our dog for the same routine treatment. We were not informed of any change in pricing at the time, and there was no discussion of increased costs. We were later invoiced £60 with no prior warning or explanation at the point of treatment. The practice also attempted to claim directly from my insurance without my knowledge; my insurer rejected this and contacted me to inform me. I was told by reception that “Glen is more expensive” and there were repeated references to “Glen this, Glen that,” which I found unhelpful and unprofessional. I also had to ask who Glen was, as I was not familiar with the name, and was told he was the owner, Mr Marlow. I then requested a phone call from Mr Marlow; however, this was refused. Instead, I received a written email response which I found rude in tone. In that email, I was instructed to contact the practice manager, Jean Clement, if I had further queries. However, no contact details were provided. When I called reception to ask for her details, staff were unable to confirm who she was or where she was based. In the same email, I was also informed that I could no longer attend the Undy branch and would need to travel to Chepstow for future appointments, and that the practice would no longer accept direct insurance payments. This would mean I would be required to pay upfront and reclaim from my insurer, including for my next appointment which was due in 3 days’ time. This was the first time I had been made aware of any change to the insurance payment process. To clarify, I spoke with Pat at Chepstow and Jan at Undy. Neither were aware of this change in procedure, and both confirmed they had previously processed my insurance without issue, raising concerns that this was not a properly communicated policy change. Jan advised she would try to seek further clarification. After this, Mr Marlow called me later that evening. He began the call by stating I had “a brief 5 minutes” of his time as he had been working since 9am and should have finished an hour earlier. When I attempted to explain the situation, I was repeatedly cut off and told, “I don’t have time for the ins and outs, I’ve already emailed you, what more clarification do you need.” I explained that his decision to remove direct insurance payments appeared to be a reaction to me questioning the £60 charge and the lack of transparency in pricing. When I queried the lack of transparency around fees and reminded Mr Marlow of Royal Veterinary College guidance requiring clear and transparent pricing, I felt this was dismissed and not taken seriously. I was also told to “thank the government for increasing my staff’s wages.” During communication with Mr Marlow, I was also told that he is the only vet in the area who does not charge a processing fee for insurance claims. After speaking with five other vets in the surrounding area, I would strongly disagree with this statement. I also believe there is a need for improvement in how communication is handled, particularly in how clients are spoken to, with greater emphasis on politeness, respect, and professionalism, along with adherence to Royal Veterinary College guidance on transparent communication of fees. Due to the lack of transparency around pricing, inconsistent communication between staff and branches, refusal of a direct call initially, the handling of both invoicing and insurance, and the unprofessional and dismissive manner in which I was spoken to by Mr Marlow, we have now moved our dog’s care to another veterinary practice where communication and costs have been clear and consistent from the outset. There are plenty of alternative veterinary practices available. It takes years to build a reputation, and only seconds to damage it.

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• Just my personal experience.· a year ago

  I just wanted to express a heartfelt thank you to the team at Marlow Vets. Thank you for the wonderful service you provided to Milly. The whole team were incredibly kind, sensitive and understanding when treating Milly for her health condition with excellent pre and post operative care. And later when Milly sadly reached the end stage of her life, we could not have wished for kinder and more comforting support from Will and the Marlow team. Milly received the utmost respect and Will ensured that her final journey was gentle and peaceful. So again, thank you Will and all your lovely staff for an incredible service.

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