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Treating clients fairly is central to our ethos; we listen to feedback and value every opportunity to improve the service we provide.

As part of this approach, we take complaints seriously and seek to break down barriers which might otherwise prevent an open dialogue with our clients.

Method of Contact

A complaint can be made in writing by email or post, over the telephone or in person at one of our surgeries.

Complaints must be reviewed by the surgery they relate to and can therefore be communicated directly to a member of staff. If a complaint is received via an alternative method of communication, such as social media, this will be acknowledged and forwarded to the relevant surgery.

We ask that you raise any concerns that you have regarding clinical matters with your vet directly first, if you are comfortable in doing so. It may be possible to resolve the issues you have more quickly this way, however if this is not possible, we ask that you instead provide us with the details of your complaint as promptly as you are able to.

Please be aware that if you wait a significant amount of time before making us aware of your complaint, it may be more difficult for us to fully investigate the matter. When contacting us, please provide us with as much detail as you are able to, including times, dates and names where possible. It is also helpful if you can make us aware of the outcome that you are seeking.

Timescales

Complaints are acknowledged within 3 working days, either verbally or in writing.

We aim to resolve all complaints 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 complaint, you may appeal the decision. The complaint will be passed to another member of staff with the same level of seniority where possible. Otherwise, the complaint will be reviewed by a member of staff with a higher level of seniority.

Regardless of who reviews the complaint, 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 always strive to treat our clients and their animals with the upmost respect and this will remain throughout the complaints process. We will remain open and honest about the findings that stem from your feedback. We politely ask that in return, you treat all of our staff with a similar level of respect.

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