Complaints Statement and Procedures
We are committed to offering the very best service to owners and their pets.
Our locally owned and run practice teams always aim to deliver the highest possible standards for you and your pets. We recognise that there may be times where you feel this has not been achieved, and we welcome feedback on your experience. Our step by step complaints procedure, detailed below, is in place to deal with any issues promptly and thoroughly.
Complaints procedures
All our practices welcome feedback and as locally owned and led businesses, your first point of contact should be to speak with your practice. You can contact them via phone, details will be available on the practice website.
If you would prefer not to speak to the practice directly about your issue we would welcome your feedback at our Support Office. Complete our contact form, found at https://www.companioncare.co.uk/about-us/contact-us/ OR write to us at:
Client Services
Vets for Pets
Chester House
Epsom Avenue
Handforth
Wilmslow
SK9 3DF
Please include all your contact details such as email and postal address, mobile and landline numbers and indicate your preferred method of contact. This helps us to respond to your complaint quickly and efficiently.
Please also include the name of your practice and your pet's details. This will allow us to contact the practice owner so we can best support an effective response to your complaint.
We aim to investigate and reply to all non-clinical complaints within 14 working days, and all clinical complaints within 21 working days. However, some cases may take a little longer. In this situation you will be advised of a revised timescale.
Following step 1, if your concern is not satisfactorily resolved, please contact our Support Office team who will be happy to review your concerns. We will review the complaint, undertake any further investigations needed and aim to reach a resolution. You will be kept informed of expected timescales and progress.
You can contact the Veterinary Client Mediation Service, an independent organisation able to offer complaints mediation where both client and practice feel appropriate.
Vet Client Mediation Service
6 Market Square
Bishop’s Stortford
Hertfordshire
CM23 3UZ
Telephone: 0345 040 5834
Visit: www.vetmediation.co.uk/complaints
Your local Citizens Advice Bureau may be able to help (www.citizensadvice.org.uk)