We aim to provide you and your animal companion with quality care and good value customer service.

If you feel we have not provided the level of service you would expect we have a complaints process that will enable us to investigate fully and provide you with a clear and transparent response to your concerns.

How to make a complaint

In the first instance, you can raise your concerns in person, by telephone, by E mail or in writing. We do prefer that formal complaints are made in writing wherever possible. This is so that we can ensure all relevant points raised have been adequately addressed and also provides an audit trail for both us and yourselves should any matter need to be escalated.

We aim to acknowledge receipt of written communication within 48 hours but certainly within the requisite 5 days.

We will conduct a full investigation by reviewing clinical records and speaking with any staff members involved. Any complaints concerning patient care will also be reviewed by one of the Clinical Directors.

We are obliged to provide a full response within 5 weeks but we aim to be able to resolve your complaint within 5 days wherever we possibly can.

If we need to speak with a Third Party in order to resolve your complaint, we would ask your permission to do so.

Complaint information will be shared only with people who need it to investigate, respond or meet a legal or regulatory obligation.

 

It is not in our interests to have unhappy clients and we would hope to be able to provide a resolution to any concerns you may have.

 

In the event we are unable to do so, the link below provides further information on the RCVS escalation process.

 

Concerns about veterinary care | Royal College of Veterinary Surgeons