Practice Complaints Procedure

As a practice we endeavour to provide the best care and treatment for your loved pets. In the very rare event that you may feel this hasn’t been met we have a duty to help and understand what has happened and find the best solution possible.

Below is a breakdown of how we proceed in the event of a complaint being logged.

  1. We will handle any verbal complaints at the time they are logged with us, by means of a telephone conversation or in person. Please discuss your complaint with the vet in charge of the case or, if you prefer, with Nico.
  2. If you would prefer to communicate via a letter or email we will respond with a telephone call within 2 days of receving the complaint and follow up with a written response if that is agreed during the telephone conversation.
  3. The next step is to find out what has happened and why, then explore ways we can improve our services to you the client.
  4. Final result and outcome. We will conduct internal investigations and meetings regarding the complaint and the results of these will be communicated back to you. Depending on your preference this will be verbal or witten. We will endeavour to complete this process of investigation and impementation of change, should this be the outcome of investigation, within four weeks of the complaint being received.

Our service to you and your pets is our biggest priority.