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Dog owner 'heartbroken' after cremation mix-up

Charlotte Andrews & Patrick Hughes
BBC News, Hampshire
Caroline Dewson Caroline Dewson, a woman with blonde hair, sitting on a sofa with her arms around two large dogs. One of the dog is sandy-coloured, the other is brown and white and looks like a boxer-cross.Caroline Dewson
Caroline Dewson's dog Sandy (right) was 11 years old when she died

A pet owner has been left "heartbroken" after vets admitted her beloved dog was accidentally sent for a communal cremation and her ashes could not be returned.

Caroline Dewson from Poole, Dorset, arranged for her Anatolian Shepherd, Sandy, to have an individual cremation after she died on 25 January.

But Medivet Parkstone later confessed to an "admin error" that meant Sandy had been cremated with other animals, and her ashes scattered.

Medivet has since apologised to Mrs Dewson, adding its staff had been retrained on its cremation protocols.

Caroline Dewson, a woman with short blonde hair, wearing a navy and camel-coloured stripey long-sleeved top. She is sitting on a teal-coloured sofa in her lounge and holding a sand-coloured stuffed toy dog.
Mrs Dewson had planned to store Sandy's ashes in a locket which would have been placed inside a toy dog

Sandy died while being cared for at the out-of-hours veterinary practice, following a cancer diagnosis.

The vets arranged for Sandy to be cremated alone rather than with other animals - a more expensive option that guaranteed her ashes would be returned to Mrs Dewson.

"She loved being at home and I just wanted her ashes back at home where she belongs," Mrs Dewson said.

But three weeks later, Sandy's cremains had still not been returned.

"I phoned the vets and they just basically said there had been an admin error, Sandy had a communal cremation and the ashes had already been scattered somewhere."

Caroline Dewson Caroline Dewson, a woman with short blonde hair, cuddling on her purple sofa with Sandy, a light brown-coloured dog. Sandy is snuggled into her shoulder.Caroline Dewson
Sandy was a special family pet who loved being at home, according to Mrs Dewson

Medivet Poole's practice manager told Mrs Dewson she would investigate, and sent her a bouquet of flowers.

"I put them straight in the bin, I was so angry, there was not even a formal apology," she said.

Mrs Dewson has urged other pet owners to be vigilant, adding she had "never experienced pain like it".

In an email to Mrs Dewson seen by the BBC, Medivet Poole said they had taken "all reasonable steps" to ensure the mistake did not happen again, including retraining their employees.

They also waived Sandy's cremation costs as a gesture of goodwill.

When approached by the BBC directly, Medivet declined to comment.

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