Case Study

Supporting a Leading UK Veterinary Group with Scalable Consumer Recovery

The Client

One of the UK's largest veterinary groups, operating more than 100 practices nationwide, providing emergency and routine pet care services.

Controlaccount has partnered with the group for over 25 years, supporting their consumer debt recovery requirements.

The Challenge

Veterinary debt presents unique challenges:

• Balances often arise from emergency treatment
• Customer relationships are central to community trust
• High-volume, lower-value accounts require efficient processing
• Practices need strong cash flow without reputational risk

In 2025, the client sought to strengthen earlier-stage engagement and improve overall ledger management - while maintaining a sensitive, brand-aligned approach.

The Solution

Controlaccount implemented a structured credit lifecycle model, including:

• Client-branded reminder calls at early stage
• Branded 45-day dunning programme (two reminder letters)
• Seamless transition to debt recovery at 90+ days
• Multi-channel engagement (letter, phone, SMS, email)
• Secure digital payment portal and payment plan options
• Full transparency via ClientWeb reporting

This integrated approach allowed earlier intervention, improved engagement and reduced internal administrative burden for practices.

The Results

2025 Performance

• 180,000 consumer accounts managed
• Over £8 million placed for recovery
• Over 78% overall success rate

Despite a significant increase in account volumes compared to 2024, recovery performance remained consistent - demonstrating operational scalability and sector expertise.

The Outcome

The expanded model has delivered:

• Improved cash flow visibility
• Earlier-stage resolution
• Reduced practice workload
• Protected brand integrity within local communities

After 25 years of partnership, Controlaccount continues to operate as a trusted extension of the client's finance function - combining compliance, technology and sector-specific understanding to deliver sustainable results.

How we can help your veterinary practice

If your practice or veterinary group is reviewing how outstanding client balances are managed, we'd be happy to discuss how our branded credit control and debt recovery services can support your team while protecting the client relationship.