Complaints Policy

Policy Statement

We are committed to providing you and your pet with the best possible care. Above all we endeavour to ensure the health and welfare of all animals entrusted to our care.

We encourage feedback on all areas of our service and are constantly trying to improve the services we offer. The sooner we are made aware the sooner we can address any issues you may be experiencing, even if this is while treatment is ongoing.

How do I give feedback?

There are several ways you can get in touch:

  • Tell us in person - speaking to us should always be your first port of call. We might be able to resolve your concern there and then. We’d much rather help you with any issue you may have as soon as we can and in person is the best way to do this

  • Email us at the practice address which can be found on our website

  • Call us on the numbers provided on our website

  • Write to us at the Practice

  • Social media - we welcome feedback through the appropriate channels listed above. and would encourage respectful use of social media. We do not consider this to be an appropriate forum for complaint management as it does not allow us to help you with your concerns

What you need to tell us

When making a complaint please provide the following information to allow us to help you effectively

  • Your name, address, telephone number and email address

  • The name of your pet

  • The date on which you last attended the practice

  • A brief description of your concerns

  • A summary of how you feel we can best address your concerns

  • The names of any staff members who are involved

  • The earlier you alert us to your concerns the better as this will enable us to investigate and resolve them promptly

What if my complaint relates to out of hours or a referral service?

If your complaint relates to a treatment that was provided by one of our out of hours partners or a referral centre you should contact them directly. If you are not sure who you should speak to please get in touch with us and we’ll be happy to advise you. Keeping us updated on the outcome would be greatly appreciated.

What happens next?

Any point you raise will be treated confidentially. Once you have contacted us we will acknowledge receipt of your communication as soon as practically possible and within 7 working days. We will do our best to investigate as quickly as we can and will reply to you as soon as possible, which will normally be within 14 working days.

https://www.vetmediation.co.uk/Further steps

We will always do our best to address your concerns and work with you to reach a satisfactory outcome but if you are unhappy with the outcome of our complaints process you may contact the Veterinary Client Mediation Service https://www.vetmediation.co.uk/ or our governing body the Royal College of Veterinary Surgeons https://www.rcvs.org.uk/concerns/im-an-animal-owner-and-i-want-to-raise-a-concern/

General feedback

We value feedback from our clients as it allows us to improve the service we provide. Please contact us by email if you have any thoughts to pass on to us.