Complaints Policy

At James Street Veterinary Centre, we strive to provide the highest standards of veterinary care and client service. However, we recognise that there may be occasions when our clients feel that these standards have not been met. We take all complaints seriously and are committed to resolving them promptly and fairly.

How to Make a Complaint

If you wish to raise a complaint, we encourage you to do so as soon as possible so that we can address your concerns while events are fresh. You can contact us by:

• Speaking to a member of our team at the practice
• Calling us on 01507 602828
• Emailing reception@jamesstreetvets.co.uk
• Writing to us at James Street Veterinary Centre, Bett Business Centre, Bolingbroke Rd, Louth LN11 0WA

What Happens Next

We will acknowledge your complaint within 3 working days and aim to provide a full response within 10 working days. If the matter requires further investigation, we will keep you informed of our progress.

Your complaint will be reviewed by the Practice Manager or the Director, depending on the nature of the concern. We may request a meeting to discuss the matter further and reach a resolution.

If You Remain Dissatisfied

If you feel that your complaint has not been resolved to your satisfaction, you may escalate the matter to the Royal College of Veterinary Surgeons (RCVS). The RCVS is the regulatory body for veterinary surgeons in the UK and can be contacted at:

Royal College of Veterinary Surgeons
Belgravia House, 62-64 Horseferry Road
London SW1P 2AF
Tel: 020 7222 2001
Website: www.rcvs.org.uk

We value your feedback and use it to improve our services. Thank you for bringing any concerns to our attention.