Complaints Policy

Introduction

Our practice is dedicated to excellent customer service and to providing a high standard of animal care.

As a client you are entitled to make a complaint. Below outlines our policy and procedure for the handling of verbal and written complaints.

Summary

We want to resolve your complaint as soon as possible. Firstly, tell the person in charge of your animal's care — they may be able to immediately resolve your concern. If they are unavailable, you may be able to discuss your concern with a member of our team.

Alternatively, you are welcome to write to us. Please send your correspondence to our Practice Manager at James Street Vets, Bolingbroke Road, Bett Business Centre, Louth, Lincolnshire LN11 0WA, or email reception@jamesstreetvets.co.uk. Please include the following information:

• Your name and contact details
• The name of your pet
• The date of the visit your concern relates to
• A brief description of your concern

Our management team will do their best to resolve any problems you have with our service and care.

Our Responsibilities

• To provide an efficient, fair and structured method of handling complaints
• To keep clients informed of the expected timeframe for resolution
• To review our complaints so that we can improve our standards of service

Handling Your Complaint

• Upon receipt of your complaint, we will acknowledge the matter by telephone or email within 3 working days.
• Our aim is to resolve your complaint in a timely manner, and we will generally resolve a matter within 20 working days.
• Complex complaints may take longer than 20 working days. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
• We will advise you of the outcome of your complaint in writing.
• If you are not satisfied with our written response, you may raise your concerns with the Royal College of Veterinary Surgeons at www.rcvs.org.uk.