Examples · Walkthrough

One price list, everywhere it’s shown

Follow one practice group with three branches. The practice manager updates one standard price list, the owner approves it, and the website and every branch poster update together. A monthly check catches a stale poster, a complaint starts its clocks, and the dated proofs sit in one pack per remedy.

ExampleIllustrative workflow · fictional practice data

Illustrative only, with fictional data and prices. This shows record-keeping, not legal advice. Check the CMA’s guidance for your own deadlines.

A miniature practice group: a back office with the practice manager at a desk and the owner beside it, the practice website on a large screen, and three branch waiting rooms, each with a reception desk and a price poster on the wall, linked by fine copper and green route lines.

Read the illustrated version

How the walkthrough works

Six short chapters follow one practice group through a month. The CMA’s Order requires a standard price list, priced by pet weight band, one click from the homepage and shown in the practice, and a complaints process that acknowledges within 5 working days and responds within 8 weeks. For smaller businesses, the first deadlines fall around 23 March 2027.

Guided playback takes about a minute and a half. You can pause at any time, choose a chapter, or take each step yourself.

One master price list
Approved once
Published everywhere at once
The monthly drift check
A complaint arrives
Evidence, remedy by remedy

Prefer to read? The illustrated version tells the same story with stills and the interface details.

ExampleIllustrative workflow · fictional practice data

Illustrated version

The same month, in six chapters

Stills from the 3D scene, what happens in each chapter, and what the practice manager’s monitor or the reception tablet shows. It needs no graphics support and works without JavaScript.

ExampleIllustrative workflow · fictional practice data. Nothing here is a live system or a real practice.

Chapter 01 of 06

One master price list

One standard price list, by pet weight band, kept in one place.

Thursday 25 February, in the back office of a practice group with three branches. The practice manager opens the master price list: version 3, with 48 standard prices, each set by pet weight band.
Six prices change this month, in two services across three weight bands. The practice manager edits them in the one list and saves draft version 4. Nothing else is edited by hand: the website and the branch posters all come from this list.
Everything in this walkthrough is illustrative. The practice group, people, prices, times and dates are fictional.
Show the screen
Back officePractice manager’s monitor

Price list and records
Draft version 4
Practice group · Back office
Status: With the owner
Sent for approval · 09:42 · Owner · JH
Draft version 4: six changes against version 3.
prices
48
weight bands
3
changed
6
Changes against version 3
Neutering · up to 10 kg£265 → £275
Neutering · 10–25 kg£318 → £326
Neutering · over 25 kg£365 → £378
Dental clean · up to 10 kg£230 → £240
Dental clean · 10–25 kg£296 → £305
Dental clean · over 25 kg£340 → £352

Draft version 4, with the six changes, sent to the owner.
Chapter 02 of 06

Approved once

The owner approves the list once, and it gets a version number and a date.

On Friday 26 February the owner opens draft version 4 at the practice manager’s desk. The screen shows only what changed against version 3: six prices, each with its old and new value.
The owner approves it at 11:20. The list is locked as version 4, dated, and set to take effect on Monday 1 March. Version 3 is kept, with its own dates.
Show the screen
Back officePractice manager’s monitor

Price list and records
Approve version 4
Practice group · Back office
Status: v4 · Fri 26 Feb
Version
Version
4
Prepared by
Practice manager
Approved
Fri 26 Feb · 11:20 · JH
Effective
Mon 1 Mar
Changes against version 3
Neutering · up to 10 kg£265 → £275
Neutering · 10–25 kg£318 → £326
Neutering · over 25 kg£365 → £378
Dental clean · up to 10 kg£230 → £240
Dental clean · 10–25 kg£296 → £305
Dental clean · over 25 kg£340 → £352
Version 4 locked · version 3 kept with its dates

Version 4, approved and dated.
Chapter 03 of 06

Published everywhere at once

The website page and every branch poster regenerate from the same approved list.

At 08:00 on Monday 1 March the practice manager selects “Publish everywhere”. The website’s prices page, one click from the homepage, and the waiting-room poster for each branch regenerate from version 4 at the same moment.
Each place gets a dated proof of publication: a capture of the website page, and a dated poster file issued to each of Branches 1, 2 and 3.
Show the screen
Back officePractice manager’s monitor

Price list and records
Publish version 4
Practice group · Back office
Status: Published Mon 1 Mar
Proof of publication
Website · prices pageCaptured 08:00
Branch 1 · posterIssued 08:00
Branch 2 · posterIssued 08:00
Branch 3 · posterIssued 08:00
Version 4
Approved
Fri 26 Feb · 11:20 · JH
Effective
Mon 1 Mar
Homepage to prices
One click
Log
08:00 Practice manager Version 4 published to the website and Branches 1 to 3.
08:02 System Website page captured. Three posters regenerated and issued. Each proof dated.

The dated proof of publication for each place.
Chapter 04 of 06

The monthly drift check

Once a month, the master list is checked against everywhere it’s shown.

On Monday 15 March the monthly check compares the master list with the practice system’s export. All 48 prices match.
Each branch’s poster is checked too. Branch 2’s poster still shows version 3, with last month’s prices: the new poster was issued but never put up. The check flags it.
Branch 2 prints the version 4 poster, puts it up and adds a dated photo. The check closes at 10:31 with all four places showing version 4.
Show the screen
Branch 2Reception tablet

Reception
Poster check
Branch 2
Status: Matches v4
Photo added · 10:30 · SK
Version 4 poster up in the waiting room.
Waiting-room poster
On the wall
v4 · from 1 Mar
Current list
v4 · from 1 Mar
Proof
Poster in placeAttached
Check closed 10:31

Branch 2’s poster check, with the dated photo.
Chapter 05 of 06

A complaint arrives

The complaint is logged, and two clocks start.

At 14:10 on Tuesday 16 March a client at Branch 2 makes a complaint about a bill. The receptionist logs it on the tablet as complaint C-031.
Two clocks start from the day it arrived: acknowledge within 5 working days, by Tuesday 23 March, and respond within 8 weeks, by Tuesday 11 May. The practice manager acknowledges it in writing the next working day.
Show the screen
Branch 2Reception tablet

Reception
Complaint C-031
Branch 2
Status: Acknowledged
About a bill · made in person at Branch 2
Clocks
Acknowledge by Tue 23 MarDone
Respond by Tue 11 May8 weeks
Record
Received
Tue 16 Mar · 14:10
Logged by
Reception · SK
Log
14:12 Reception · SK Complaint C-031 logged. Acknowledge by Tue 23 Mar. Respond by Tue 11 May.
09:30 Practice manager Complaint C-031 acknowledged in writing.

The complaint and its two clocks.
Chapter 06 of 06

Evidence, remedy by remedy

One pack per remedy, each holding its dated proofs.

On Wednesday 31 March the practice manager updates the evidence packs, one for each remedy: the approved price list with its versions, the dated website captures, the poster photos from each branch, and the complaint log with its clocks.
The complaint log is ready to share with the regulator on request.
Show the screen
Back officePractice manager’s monitor

Price list and records
Evidence packs
Practice group · Back office
Status: Packs updated
One pack per remedy, each holding its dated proofs.
Packs
Standard price listv3, v4 · approvals
One click from the homepage2 page captures
Shown in the practice7 poster photos
Complaints processLog · C-031
Complaint log
Complaints this month
1
C-031 acknowledged
Wed 17 Mar
C-031 respond by
Tue 11 May
Complaint log ready to share with the regulator on request

The evidence packs, one per remedy.