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Complaints Policy

Our aim is to provide you and your pet with the best possible service and care. Please let us have your feedback, comments and suggestions so we can endeavour to improve and make our service more suited to your needs. Our local teams of Vets, Nurses, Receptionists and Practice Managers will take your comments seriously and will want to know how we can help. 

Complaints: 

If you have encountered any problems with our services, please let us know:

  • In the first instance, tell the person in charge of your pet’s care – they may be able to resolve your concern there and then 
  • If they are unavailable, please discuss your concerns with any member of our team who will only be too happy to help – we would much rather talk to you about it now 
  • Alternatively, you are welcome to write to us. Please address all correspondence to our Practice Manager or Clinical Director. It would be helpful to provide the following information: 
    • Your name, address and convenient contact telephone and email 
    • The name of your pet 
    • The date on which you last attended the clinic 
    • A brief description of your concerns 
    • A summary of what in your opinion we can do to best deal with your concerns 
  • In general, if you have a concern, it is best to raise it as soon as possible – this will make it easier for us to investigate and resolve any matters, which are still ongoing 
  • If any of our staff were involved, it would be helpful if you can provide us with their names 
  • In the event your complaint is relating to an Out of Hours service or a Referral treatment that was not provided by our staff we would ask you to firstly direct the complaint to the relevant service provider. If you are not sure whether or not this was the case please ask any of the practice staff and we can quickly clarify to whom the complaint should be directed. We would also appreciate it if you could keep us updated on the outcome
  • If your complaint is related to the provision of interest free credit please approach the providers - Care Free Credit - directly. Contact details are available on their website www.carefreecredit.co.uk

We will treat any point you raise in confidentiality. Upon receiving your letter, we will aim to contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able. 

In normal circumstances, we would aim to have addressed your complaint within 14 days of receiving it.

Escalation:

  • If you are not satisfied with the outcome of this process, you may raise your concern with our central team by emailing complaints@independentvetcare.co.uk. Your email will be redirected to the appropriate individual
  • Alternatively you may contact the Veterinary Client Mediation Service, www.vetmediation.co.uk

General Feedback: 

If you have any general comments please:

  • Email the practice email address (usually found in our contact page on the website)
  • Alternatively write to the Practice either via post or hand in to reception

Thank you for taking the time to give us your thoughts.

Practice information

Emsworth

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  • Mon
    8:00am - 7:00pm
  • Tue
    8:00am - 7:00pm
  • Wed
    8:00am - 7:00pm
  • Thu
    8:00am - 7:00pm
  • Fri
    8:00am - 7:00pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01243 377141
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Find us here:

71 Havant Road Emsworth Hampshire PO10 7NZ
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Please call this number for emergencies:

01243 377141

Barnham

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  • Mon
    9:00am - 6:30pm
  • Tue
    9:00am - 6:30pm
  • Wed
    9:00am - 6:30pm
  • Thu
    9:00am - 6:30pm
  • Fri
    9:00am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01243 553771
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Find us here:

The Square Barnham West Sussex PO22 0HB
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Please call this number for emergencies:

01243 553771

Bognor Regis

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  • Mon
    8:00am - 7:00pm
  • Tue
    8:00am - 7:00pm
  • Wed
    8:00am - 7:00pm
  • Thu
    8:00am - 7:00pm
  • Fri
    8:00am - 7:00pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01243 841111
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Find us here:

118 Victoria Drive Bognor Regis West Sussex PO21 2EJ
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Please call this number for emergencies:

01243 841111

Bordon

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  • Mon
    8:30am - 7:00pm
  • Tue
    8:30am - 7:00pm
  • Wed
    8:30am - 7:00pm
  • Thu
    8:30am - 7:00pm
  • Fri
    8:30am - 7:00pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01420 472912
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Find us here:

32 Lemon Grove Whitehill Bordon Hampshire GU35 9BE
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Please call this number for emergencies:

01420 472912

Chichester

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  • Mon
    8:00am - 7:00pm
  • Tue
    8:00am - 7:00pm
  • Wed
    8:00am - 7:00pm
  • Thu
    8:00am - 7:00pm
  • Fri
    8:00am - 7:00pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01243 786101
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Find us here:

2 Stirling Road Chichester West Sussex PO19 7DJ
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Please call this number for emergencies:

01243 786101

Denmead

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  • Mon
    8:00am - 6:30pm
  • Tue
    8:00am - 6:30pm
  • Wed
    8:00am - 6:30pm
  • Thu
    8:00am - 6:30pm
  • Fri
    8:00am - 6:30pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

023 9223 2121
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Find us here:

Ashling Cottage Clinic Hambledon Road Denmead Hampshire PO7 6NU
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Please call this number for emergencies:

023 9223 2121

Havant

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  • Mon
    9:00am - 6:30pm
  • Tue
    9:00am - 6:30pm
  • Wed
    9:00am - 6:30pm
  • Thu
    9:00am - 6:30pm
  • Fri
    9:00am - 6:30pm
  • Sat
    9:00am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

023 9247 5004
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Find us here:

17 Middle Park Way Leigh Park Havant Hampshire PO9 4AB
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Please call this number for emergencies:

023 9247 5004

Hilsea

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  • Mon
    8:00am - 7:00pm
  • Tue
    8:00am - 7:00pm
  • Wed
    8:00am - 7:00pm
  • Thu
    8:00am - 7:00pm
  • Fri
    8:00am - 7:00pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

023 9421 0870
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Find us here:

Unit 1 Southdown View Military Road Hilsea PO3 5FS
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Please call this number for emergencies:

023 9421 0870

Selsey

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  • Mon
    8:00am - 7:00pm
  • Tue
    8:00am - 7:00pm
  • Wed
    8:00am - 7:00pm
  • Thu
    8:00am - 7:00pm
  • Fri
    8:00am - 7:00pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed
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Find us here:

Unit 3 Wave Approach Chichester Road Selsey West Sussex PO20 0FR
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Hampden Park (Eastbourne)

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  • Mon
    8:30am - 7:00pm
  • Tue
    8:30am - 7:00pm
  • Wed
    8:30am - 7:00pm
  • Thu
    8:30am - 7:00pm
  • Fri
    8:30am - 5:30pm
  • Sat
    Closed
  • Sun
    Closed

Emergency Details

Please call:

01323 500 199
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Find us here:

39 Brassey Avenue Eastbourne East Sussex BN22 9QD Saturday appointments available at The Goffs clinic.
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Please call this number for emergencies:

01323 500 199

Hailsham

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  • Mon
    8:30am - 7:00pm
  • Tue
    8:30am - 5:30pm
  • Wed
    8:30am - 7:00pm
  • Thu
    8:30am - 7:00pm
  • Fri
    8:30am - 7:00pm
  • Sat
    Closed
  • Sun
    Closed

Emergency Details

Please call:

01323 842 141
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Find us here:

Old Manor House Veterinary Surgery Market Street Hailsham East Sussex BN27 2AE Saturday appointments available at The Goffs clinic.
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Please call this number for emergencies:

01323 842 141

The Goffs (Eastbourne)

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  • Mon
    8:30am - 7:00pm
  • Tue
    8:30am - 7:00pm
  • Wed
    8:30am - 5:30pm
  • Thu
    8:30am - 7:00pm
  • Fri
    8:30am - 7:00pm
  • Sat
    8:30am - 1:00pm
  • Sun
    Closed

Emergency Details

Please call:

01323 721 087
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Find us here:

36 The Goffs Eastbourne East Sussex BN21 1HD Saturday appointments are available.
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Please call this number for emergencies:

01323 721 087

Stone Cross

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  • Mon
    8:30am - 7:00pm
  • Tue
    8:30am - 7:00pm
  • Wed
    8:30am - 7:00pm
  • Thu
    8:30am - 5:30pm
  • Fri
    8:30am - 7:00pm
  • Sat
    Closed
  • Sun
    Closed

Emergency Details

Please call:

01323 740 786
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Find us here:

3 Mimram Road Stone Cross Pevensey East Sussex BN24 5DZ Saturday appointments available at The Goffs clinic.
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Please call this number for emergencies:

01323 740 786