Complaints Procedure

OUR COMPLAINTS POLICY

We are committed to providing a high-quality veterinary service to all our clients. If you feel that this has not been provided to you and your pet, then we need you to tell us about it.

If you have a complaint, then you need to inform us, in writing, of the incident, with as much detail as possible, including any names of staff members involved to:

The Client Services Manager
Downland Veterinary Group
71 Havant Road
Emsworth
Hampshire
PO10 7NZ

Alternatively you can use our online complaints form

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it.
  2. We will then carry out a full investigation of your complaint. This will normally involve checking your clinical records and speaking to the relevant members of staff.
  3. The Client Services Manager or Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 14 days of sending you the acknowledgement letter.
  4. At this stage, if you are not satisfied, then you can contact the Royal College Of Veterinary Surgeons:

Professional Conduct Department,
Royal College of Veterinary Surgeons
Belgravia House
62-64 Horseferry Road
London
SW1P 2AF