The Company is committed to delivering an efficient, professional, and consistently high-quality service to all its customers. To uphold these standards, we continually invest in and embrace technological advancements, while ensuring that our team comprises suitably trained, knowledgeable, and dedicated professionals who share our commitment to customer satisfaction.

 

We recognise, however, that despite our best efforts, there may be occasions when the service provided does not meet the high standards, we set ourselves. We understand the concerns, frustration, and inconvenience this may cause and have therefore established a structured complaints-handling procedure to ensure that all matters are addressed promptly, fairly and effectively.

 

All complaints are treated with the utmost seriousness and are viewed as valuable opportunities to evaluate and improve our service delivery. Complaints are routinely reviewed at team meetings, where we identify recurring themes, assess any underlying issues and consider appropriate corrective and preventative measures. Our objective is not simply to resolve individual concerns, but to identify the root causes and minimise the likelihood of similar issues arising in the future.

 

Where necessary, existing procedures and protocols will be reviewed, amended or introduced to strengthen our processes, enhance accountability and ensure continuous improvement. Through this proactive approach, we remain committed to maintaining the highest possible standards of service and continually improving the experience we provide to our customers.

 

How to complain:

-By phone: 0115 8374700

-By Email: chantel@vetswhocare.co.uk or surgery@vetswhocare.co.uk

- In person or by letter: If in person please ask for the practice manager ‘Chantel Brown’ If by letter please address to the practice manager, All Creatures Vet Centre, 11 Bingham Road, Radcliffe-On-Trent, Nottingham, NG12 2FY.

 

What happens after a complaint has been raised:
It is the policy of the Company that all customer complaints are taken seriously and are dealt with in a uniform way and that the customer receives a first acknowledgement from the recipient of the complaint within two working days. A proposed resolution to the complaint should be issued to the customer. If for any reason there is an unavoidable delay in issuing a response to the complaint, the customer must be informed, and a new deadline issued/agreed.  

If we cannot resolve your concern within ten working days of you raising it, this will be treated as a formal complaint, in which we will acknowledge in a formal written letter. We will inform the client that we will investigate the complaint, once all evidence is gathered and statements received a full written response will be sent to the client, with a clear explanation of our next steps.

 

Who handles complaints:

All complaints will be dealt with by a designated person so that the individual raising the complaint has a definite point of contact. All customers can contact this designated person if they have any questions or queries or if they wish to enquire about the progress of the complaint. Any complaints relating to anything clinical will be handled by our clinical director Dr Erica Coleman-Field and the practice manager Chantel Brown. Any other complaints will be directly dealt with by the practice manager.  

 

Unresolved complaints:

Should any customer be dissatisfied with the handling of a compliant at any time or eight weeks have passed without a response or a resolution, you can ask for independent mediation for free from companies such as:

https://www.vetmediation.co.uk/

 

Other routes:

If you are still dissatisfied having followed all the stages as above, you can contact The Royal College of Veterinary Surgeons (RCVS) They regulate vets and veterinary nurses and deal with cases of serious lack of duty of care. You can contact them on:

https://www.rcvs.org.uk/

Or call them on 020 7222 2001