About our services

No matter what your request is or your reason for contacting the Animal and Plant Health Agency (APHA), we want the level of customer service we provide to you to be exemplary.

Right result

  • We will provide regulatory inspection services, scientific, veterinary and technical expertise, and quality laboratory services
  • We will provide you with information relevant to your business/your needs
  • We will investigate the cause of any problems and do everything possible to put things right if they go wrong

Right treatment

  • We will treat you in a polite and professional manner
  • We will listen to, seek and act on feedback
  • We will conform and comply with the Regulators’ Code

On time

  • We will respond immediately to reports of suspected exotic notifiable disease which pose an immediate threat to human or animal health
  • Where appointments are agreed with you we will aim to be on time
  • We will acknowledge correspondence and respond to complaints within 15 working days
  • We will aim to meet our published timescales and standards


  • We will make sure you can contact us in ways that are simple and straightforward
  • We will provide a 24 hour reporting service for animal health and welfare emergencies
  • We will provide access to the right people to deal with your enquiry


In addition, we would expect customers to:

  • Treat staff with courtesy
  • Keep us up to date with relevant changes to your information
  • Keep any appointment you have with us, or let us know as soon as possible if you can’t keep it