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 directors@eoevets.com

Writing to us at:
The Directors
East of England Veterinary Specialists
43 Cambridge Road
Wimpole
SG8 5QD

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:

• Your name, address and your pet’s name
• What happened? Tell us about the nature of the complaint
• When did this happen?
• Who was involved?
• What would you like the outcome to be?
• Please let us know how you would prefer to be contacted e.g. letter, phone call or email.

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:

• Take the complaint seriously and deal with it promptly, ensuring the complaint is treated in confidence
• Find out what happened
• Make sure you that receive an apology, where this is appropriate;
• Identify what we can do to make sure the issue does not happen again.

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
London
SW1P 2AF

T 020 7222 2001 
F 020 7222 2004 
E info@rcvs.org.uk