With emergencies and vets not offering accounts, I think this is the reason many people turn to the PDSA. And yes some people do just abuse it and think they have the right.
If someone doesn't want to pay vet bills should their animal get sick, they are the sorts of people who shouldn't have pets.
Mags, sometimes its just a case of not being able to afford expensive treatment, where as they can afford routine things. Things arise and you cant always be prepared, some people just don't have hundreds in the bank. In these cases it doesn't mean you shouldn't have pets. You have to do whats best for the animal by any means, even if it does mean getting help from a charity.
I do agree with what your saying Ela, people should not be phoning you asking for you to pay vets bills, I think some people just don't understand what your charity is about.