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Complaints handling policy

We aim to give excellent service to all our clients throughout the life of their pets, but it is sadly inevitable when we are dealing with your much-loved animals that there will occasionally be misunderstandings regarding treatment, payments or emergency cover.

We will always do everything possible to clearly explain our policies, treatment options, and estimated costs before embarking on a planned course of investigations, hospitalisation or treatment for your pet. If you have any concerns that you feel have not yet been addressed to your satisfaction by the staff member dealing with your case then we would request that you put your complaint in writing (either by email or via post) to Alice Smith (Business Manager). She will endeavour to collate all the necessary information and arrange a face-to-face meeting for you with a member of the senior management team as soon as possible.