We hope that you never have cause for a complaint about the service you receive at our Veterinary surgery. It is our intention to try to ensure client satisfaction with the service that is provided.
In the event that you are unhappy with any aspect of our service, please raise it with the person in charge of your pets’ care – they may be able to resolve the concern there and then for you. Alternatively, you may write to us if you prefer. Please provide the following information:
- Your name, address and contact details
- Your pets name
- The date on which you last attended the clinic
- A summary of your concerns, any staff involved and their names if possible
Should we be unable to resolve a dispute we would present the case to our governing body The Royal College of Veterinary Surgeons.
We will treat any point you raise in confidentiality. Upon receiving your concerns, we will aim to contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; In normal circumstances, we would aim to have addressed your complaint within 14 days of receiving it.
The practice reserves the right to terminate the service it provides to a client and his/her animals. This will be done in writing and allow 7 days to permit the client to register at another practice. We will send a copy of the clinical notes to the new practice on request. In the event of physical or verbal abuse to any member of staff at the practice, the practice reserves the right to provide no further treatment to the animals of the client and the client will be banned from the practice with immediate effect.