Complaints Procedure

We are committed to providing a high standard of care for both our patients and clients. If you feel that our service has not met your expectations, we take your concerns seriously and aim to resolve them promptly and fairly.

How to Make a Complaint

You can make a complaint by telephone, email, in writing, or in person to any member of our team.

What Happens Next

We will acknowledge your complaint within three working days. Where possible, concerns will be resolved immediately. If further investigation is required, we aim to provide a full response within ten working days.

Investigation Process

Your complaint will be reviewed by the relevant veterinary surgeon and/or a director of the practice. We will keep you informed of progress and outcomes throughout.

If You Are Not Satisfied

If you are not satisfied with our response, you may request that your complaint is reviewed by a director. You may also contact the Royal College of Veterinary Surgeons (RCVS):
RCVS, Belgravia House, 62–64 Horseferry Road, London SW1P 2AF
www.rcvs.org.uk

We value your feedback and use it to continually improve our services.