Our Commitment

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We are committed to providing a high standard of care and service to all of our clients and their pets. However, we recognise that things can occasionally go wrong. When this happens, we want to know about it so that we can put things right, learn from the experience, and improve our service.

We take all complaints seriously and handle them in a fair, transparent, and timely manner.

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How to Make a Complaint

 

If you are unhappy with any aspect of our service, please let us know as soon as possible.

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We encourage clients to submit complaints in writing wherever possible, as this helps us ensure that we fully understand your concerns and can investigate them thoroughly. If you raise a complaint verbally, we may ask you to confirm the details in writing, or we may summarise your complaint and confirm it with you.

 

Please provide as much detail as possible, including:

• Your name and contact details

• Your pet’s name

• A description of your concern

• Relevant dates and times

 

Our Complaints Process

We will acknowledge your complaint within 3 working days of receiving it.

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We will confirm:

• That we have received your complaint

• Who is handling your complaint

• What will happen next

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Your complaint will be investigated by an appropriate member of the team, typically our clinical lead or the practice manager.

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We will:

• Review clinical records and relevant documentation

• Speak to team members involved

• Consider all aspects of your concern fairly and objectively

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We aim to provide a full written response within 14 working days.

If the investigation is likely to take longer, we will keep you informed and provide an updated timeframe.

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You may also escalate your complaint to:

The Royal College of Veterinary Surgeons (RCVS)

The RCVS can investigate concerns relating to professional conduct.

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Website: https://www.rcvs.org.uk

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All complaints are handled confidentially and in accordance with data protection legislation.

 

We use complaints as an opportunity to learn and improve. Where appropriate, changes will be made to our procedures, training, or systems to prevent recurrence.