Complaints Policy Statement

We aim to provide the highest standard of care for our patients and a friendly, professional service for our clients.  If you have any concerns, we want to hear from you as early as possible so that we can address them promptly and fairly, even if this is whilst treatment is ongoing. We take all complaints seriously and view them as an opportunity to learn and improve our service.

How to raise a concern
If you have a concern or complaint, you may contact us using any of the following options:

1.     Speak to us directly – We recommend initially raising your concern with the person responsible for your pet’s care, as they may be able to resolve the matter immediately. If they are not available, please feel free to speak with any member of our team, who will be more than happy to assist.

2.     Email – You can contact us by email at info@haslemerevets.co.uk

3.     Telephone – Call us using the contact number listed on our Practice website

4.     Write to us – Correspond with us in writing at the Practice address

What information to include
To help us investigate your complaint fully, please provide:

·       Your name, address, and preferred contact details, including telephone number and email address

·       Your pet’s name

·       The date(s) of the incident or treatment

·       A brief outline of your concern

·       What outcome you are seeking, if appropriate

What if my complaint relates to an out-of-hours service?
As this service operates separately from our practice, any complaints or concerns relating specifically to out-of-hours treatment should be directed to the out-of-hours provider using their own complaints procedure. If you are unsure whether this applies, who provided the out-of-hours care or how to contact them, please let us know and we will be able to provide the relevant details where possible. We would also appreciate being kept informed of the outcome.

Our Complaints Process
Once we receive your correspondence, we will acknowledge it as soon as reasonably possible and within seven working days, and we may contact you to request further information. Your complaint will be investigated by the directors and we aim to provide a full written response within 14 days. If the investigation is likely to take longer, we will keep you informed of progress and provide a revised timescale. 

If you remain dissatisfied
If we are unable to resolve your complaint through our internal complaints procedure, you may wish to contact the Veterinary Client Mediation Service (VCMS) (www.vetmediation.co.uk). The VCMS provides a free, independent mediation service to help resolve disputes between veterinary practices and their clients. Mediation is voluntary and requires the agreement of both parties. Further information and eligibility details can be found on the VCMS website.

If your concern relates to professional conduct and remains unresolved after mediation, you may contact the Royal College of Veterinary Surgeons (RCVS) ((https://www.rcvs.org.uk/home/).), which regulates veterinary surgeons in the UK. Please note that the RCVS cannot consider complaints relating solely to fees or compensation.

Confidentiality

All complaints are handled confidentially and in accordance with data protection legislation.

General feedback
We welcome all feedback, both positive and negative, as it helps us to continually improve the care and service we provide. If you would like to provide general feedback please email info@haslemerevets.co.uk.