Complaints Policy
We aim to provide you with the best possible care for your pet - that is what we are all here for. If, however, you feel we have fallen short of your expectations with regard to our care or just think we could do something better, we would like to know.
We will endeavour to look at any issues raised, objectively and thoroughly in a timely manner, always with a view of improving our procedures. Where possible we would like to take any opportunities or advice to improve what we do.
FAQs
What if the issue relates to out of hours or referral care?
How to raise an issue
- Talk to us. Raising an issue as soon as possible with the person caring for you and your pet is the best place to start. Many issues are due to communication and can be cleared up straight away. If you have spoken to us but wish for your issue to be considered further, please contact us in writing.
- Contact us in writing through the website or by email.
- Write to us.
Please do not telephone us about complex issues as reception staff are unlikely to have sufficient time to get adequate information about your issue and respond, you will be asked to contact us in writing instead. Please don't use social media, posts may not be dealt with in a timely manner, and given the nature of our business, our reply would likely contain confidential information than cannot be posted online.
What information is required?
- Your name,
- Your pets name,
- Description of the issue (date, which staff you have had contact with about it)
- How you might suggest it was done differently
- Your contact details
What if it relates to out of hours or referral services?
Care provided on our behalf by others should be directed to them as they are the care provider. We encourage you to notify us of any issues you might have so we are aware of any problems and can assist in resolving them. We will select the care providers we work with so that we can provide you with the best level of service overall.
What to expect
We will acknowledge receipt of your contact as soon as possible, generally within 1-2 working days. Please contact us if you have not received this within 7days.
We will investigate any issues raised as objectively as possible, looking for ways which we can improve our services. We may contact you for additional information.
We will reply to you once we have assessed the situation as thoroughly as possible. This would normally be within 7 days but can take up to 14 days due to staff absences.
What if I am not satisfied with the response?
We would ask you to reply to us stating why our initial response does not fully address your concerns. The issue will then be reviewed by other staff and a further reply given. If, after our additional response, you feel that we still have not adequately addressed your concern, you can contact external mediation services. Vet Client Mediation Service (https://vetmediation.co.uk) will ask you to contact the practice initially if you have not already done so.