​Complaints Process

We are committed to providing a high standard of care for our patients and clients. 
If you are a client and have a concern, please contact David directly via text, phone message or email and he will get back to you as soon as he can (and within 3 working days).
If you are still unhappy with any aspect of our service, we encourage you to let us know so that we can address your complaint and improve our service.
1. How to Make a Complaint
If you have a complaint, please contact us as soon as possible by emailing [email protected]
Please include as much detail as possible, including your name and the nature of your concern.
2. Acknowledgement
We aim to acknowledge all complaints within 3 working days of receiving them.
3. Investigation
Your complaint will be reviewed. We will investigate the matter by reviewing medical records and discussing the situation with the veterinary team involved.
4. Response
We aim to provide a full response within 10–14 working days. If the investigation takes longer, we will keep you informed of the progress.
Our response will include:
●      An explanation of what happened
●      Any findings from the investigation
●      Steps we will take to prevent similar issues in the future, where appropriate
5. If You Are Not Satisfied
​If you feel your complaint has not been resolved, you may refer the matter to the Royal College of Veterinary Surgeons (RCVS), which regulates veterinary professionals in the UK.
Further details can be found on the RCVS website. https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care
6. Our Commitment
​We take all complaints seriously and use them as an opportunity to improve our service.  Making a complaint will not affect the care your pet receives.