Complaints Procedure

Guide to making a complaint

We are committed to providing a high-quality veterinary service to all our clients and take complaints about our work, staff and levels of service very seriously. We hope that before you make a formal complaint, you will give the practice or staff member concerned a chance to put things right.

Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. However, if you would like to progress your complaint further, we kindly ask you to phone to speak to one of the practice partners or address your complaint in writing to A. Wraith or C Hanson. Regretfully, we are unable to investigate complaints that have been made more than six months after the event.

To help us investigate your complaint, please include details regarding the nature of your complaint, when the problem occurred, who was involved and what you would like the outcome to be.

What will happen next?

  1. We will acknowledge your complaint within five working days and we will let you know who is dealing with your complaint, and when you can expect to receive a reply.
  2. We will then investigate your complaint. This will involve us finding out what happened, what went wrong and identifying what we can do to make sure the problem does not happen again. In most cases, we hope to give you a full reply within fifteen working days but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be in a position to offer you an explanation, and/or the results of our investigation.

At this stage, if you are still not satisfied, you should contact us again.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong; it also gives us an opportunity to improve our practice. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.


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