Complaints Procedure

What to do if you have a complaint

We hope that you will never feel the need to make a complaint regarding our service. But if you feel that something has happened that you feel is unsatisfactory, please let us know straight away. We take complaints seriously and we will do our best to resolve the issue quickly and we will welcome the opportunity to do this if at all possible.

If you feel that your complaint has not been handled to your complete satisfaction and that you need to complain formally, then let us know as soon as you can by:

Calling us on 01223 795023

Emailing us at

Writing to us at:
The Directors
East of England Veterinary Specialists
43 Cambridge Road

It is better to contact us as quickly as possible, so please write to us within 2 weeks. This gives us the best opportunity to investigate and resolve the issue.

Please include the following information to help us to investigate the problem:

We will acknowledge your complaint within 5 working days and we will let you know who is dealing with your complaint, and when you can expect to receive a reply.

In most cases we hope to give you a full reply within 14 working days, but if this is going to take longer, we will get in touch to to let you know.

When we look into your complaint, we will:

If you feel this does not resolve your complaint

We hope that if there is a problem, that you will use our complaints procedure. We believe that this will give us the best chance of resolving the issue. However, if you remain unsatisfied with the outcome after we have done our best to put things right, we recommend that you approach the Royal College of Veterinary Surgeons.

Royal College of Veterinary Surgeons
Belgravia House
62-64 Horseferry Road

T 020 7222 2001 
F 020 7222 2004