Complaints Policy
At AllPets Veterinary Surgery, we are committed to providing high-quality care for you and your pet. We understand that sometimes things don’t go as expected, and we welcome your feedback so we can put things right and continue to improve our service.
Step 1: Speak to Us
If you have any concerns, please raise them with us as soon as possible. In many cases, issues can be resolved quickly by speaking directly with a member of our team or the senior person on duty.
Step 2: Making a Formal Complaint
If we are unable to resolve your concern informally, you can make a formal complaint by writing to the Practice Manager.
Please include:
- Your name and contact details
- Your pet’s name
- A clear description of your concern
- Relevant dates or details
- What outcome you are hoping for
You can send your complaint by email or post.
Step 3: What Happens Next
- We will acknowledge your complaint promptly upon receipt.
- You will be given a reference number – please quote this in all correspondence.
- We aim to provide a full response as quickly as possible, however this may take up to 10 working days.
If we need more time to investigate, we will keep you informed of progress.
Step 4: Our Investigation
We will carry out a fair and thorough review, which may include:
- Reviewing clinical records
- Speaking with the team members involved
- Seeking additional professional input if required
We will respond clearly, explaining our findings and any actions taken.
Step 5: If You Are Not Satisfied
If you feel your complaint has not been resolved, we will:
- Offer a further internal review where appropriate
- Work with you towards a mutually acceptable resolution, including mediation if helpful
You may also choose to seek independent advice.
Independent Advice
If your concern relates to professional conduct, you can contact the Royal College of Veterinary Surgeons (RCVS), who regulate veterinary professionals in the UK.
For consumer-related complaints, you may also wish to contact the Veterinary Client Mediation Service (VCMS), which offers independent mediation between clients and veterinary practices.
Confidentiality
All complaints are handled sensitively and in confidence, in line with data protection requirements.
Learning from Feedback
We take all feedback seriously. Complaints are reviewed to help us improve our services and prevent similar issues in the future.
