Vet Well Soon Ltd Complaints Procedure (Clients) v0926

We hope you never have cause to complain about our staff or business, but if you have an issue you want to raise, we will use the following steps as a framework to resolving any issues:

We ask our front of house team to pass any complaints onto our practice manager.   They will confirm your contact details and nature of the complaint over the phone / in person.   The front of house team may ask you to put your complaint inwriting via email to ensure all points will be covered and nothing is missed.  The practice manager will then contact you within 48 working hours (either via email or phone).   

At this point, we hope to resolve many complaints with a phone discussion or email reply.   Sometimes, more time is needed to investigate / discuss with appropriate team members.   If so, a timeline will be provided in the initial email response.

Once all investigations have happened, either the practice manager or one of the directors will write an appropriate response.   This represents the final step of our in house complaints procedure and we hope to resolve all issues at this point.

If at this point you are not satisfied with the response, you can escalate the complaint further.  This is typically to the Royal College of Veterinary Surgeons (RCVS) as our governing body.  We can provide further details on a case by case basis should we reach this point.