Complaints Policy and Client Feedback
Our aim is to provide you and your pet with the best possible service and care. Please let us have your feedback, comments and suggestions so we can endeavour to improve and make our service more suited to your needs. Our local teams of Vets, Nurses, Receptionists and Practice Managers will take your comments seriously and will want to know how we can help.
If you have encountered any problems with our services, please let us know
We will treat any point you raise in confidentiality. Upon receiving your letter, we will aim to contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able.
In normal circumstances, we would aim to have addressed your complaint within 14 days of receiving it.
a) If you are not satisfied with the outcome of this process, you may raise your concern with our central team by emailing firstname.lastname@example.org Your email will be redirected to the appropriate individual
b) Alternatively you may contact the Veterinary Client Mediation Service, www.vetmediation.co.uk
If you have any general comments please:
Email the practice email address (usually found in our contact page on the website).
Alternatively write to the Practice either via post or hand in to reception.
Thank you for taking the time to give us your thoughts.
We are fortunate at Vale Vets to have an amazing team of committed, talented and enthusuastic staff.