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When you have a concern

Treating clients fairly is central to our ethos; we listen to feedback and value every opportunity to improve the service we provide. Rest assured that we take any concerns we receive seriously and will do our utmost to seek an acceptable and timely resolution for our clients.

Raising a Concern

We hope that you’ll be happy with the service we provide, but we accept that sometimes things don’t always go to plan. In the unfortunate event that you’re not satisfied, we ask that you raise any concerns by speaking to the surgery you have been to first. It’s often possible to resolve the issues you have more quickly this way.

However, if after speaking to the surgery your concern has still not been resolved you can submit your concern on this page for us to investigate.

Please provide us with as much detail as possible, including times, dates and names to help us with our investigation. Please be aware that if you wait a significant amount of time before making us aware of your concern, it may be more difficult for us to fully investigate the matter.

Timescales

We aim to have investigated a concern within two weeks, however if it becomes apparent that this timescale cannot be met, we will be in touch to inform you.

Appeals

If you are dissatisfied with the outcome of your concern, you may appeal the decision. The concern will be passed to another member of staff with the same level of seniority where possible. Otherwise, the concern will be reviewed by a member of staff with a higher level of seniority.

Regardless of who reviews the concern, the same objective and impartial approach will be taken. If the second member of staff disagrees with the original decision, it will be overturned and a new resolution will be agreed. Alternatively, the original outcome will be upheld and will constitute our final decision. Please note that in this case, we will not consider further appeals.

Respect and openness

We strive to always treat our clients and their animals with the utmost respect. We politely ask that in return, you treat all our staff in the same manner. Finally, we will remain open and honest about the findings that stem from your feedback.

Coronavirus Measures in place at Animal Trust

We have put in some new measures for all clients when attending appointments at one of our surgeries. Read more here.

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