Our aim is to provide you and your pet with the best possible service and care.

If you would like to provide feedback or have a problem that needs resolving but feel that a formal investigation by the practice manager is not necessary, we encourage you to discuss this with the person in charge of your vets’ care – they may be able to resolve your concern there and then. If they are unavailable, please discuss your concerns with any member of our team. All staff members are well-trained to assist our clients.

If the matter is something that the staff member cannot resolve themselves, they will ensure that the matter is passed to the appropriate person. When receiving informal feedback in this manner, we will:

1. Always thank you for the feedback and record it so that we can learn from it.
2. Work to resolve the matter fairly and be transparent and clear in our communication.
3. Provide details of how to submit a formal complaint if appropriate.

FORMAL COMPLAINTS

If you have a concern that you feel requires a more detailed investigation and response from us, we ask that you do the following:

• Put your complaint in writing (email/letter/complaint form) and send to the practice manager (Paula Callister). If you need further contact details, please ask a member of staff.
• Provide as much detail as you can in your complaint including.
  • Your name and contact details.
  • Your pet’s name.
  • The nature of your complaint
  • What you would like to happen to resolve the complaint.

Once we receive your formal complaint, we will:

1. Provide written acknowledgement within two working days.
2. Review your complaint and ask you for any further information that we think will be helpful.
3. Investigate the issues raised in your complaint.
4. Consider your complaint considering any information obtained during our investigation and provide you with a written response with 10 working days of receiving your complaint. In some cases, involving a substantial investigation, or owing to staff absence it may not be possible to complete our investigations within this period, but we will always keep you informed when this is expected.
5. Strive to resolve your complaint to your satisfaction.