Client Information – Complaints Policy

At Ledbury Park Veterinary Centre, we always strive to give the best possible treatment and service to our clients and their pets. If you are dissatisfied with any aspect of your experience with us, we invite you to give us feedback as soon as possible so we can work to resolve it.

Who to Contact

We encourage you to raise any concerns directly with the veterinary surgeon or nurse who provided the treatment.

Alternatively, please speak to any member of the clinical or reception team who you feel comfortable to approach.

You can also telephone the practice on 01531 633141 to speak to a member of our reception team during our opening hours of 08.30am – 6pm Monday to Friday and 08.30am to 1pm on Saturdays.

If you prefer you can write to us at the clinic:

For the Attention of the Partners
Ledbury Park Veterinary Centre
The Southend
Ledbury
HR8 2HD

Or contact the clinic by email on feedback@ledburyparkvetcentre.co.uk

In order for us to address your concern effectively please include the following information:

Your name, address and your pet’s name

The date when the incident occurred

A summary of what happened and who was involved

What do you expect the clinic to do about it?

How would you like to be contacted with a response – phone, email or letter?

What we will do:

We will listen carefully and empathetically to your concerns

We will acknowledge your complaint within 5 working days

We will then investigate your concerns by looking at the clinical records and speaking to the people concerned.

In most cases you will receive a full response within 21 working days. If this is not possible due to the nature of the investigation we will inform you of any delay.

During the investigation:

We will find out what went wrong and why

Provide an apology if one is indicated

Identify what we can do to prevent this from happening again and put new policies in place where necessary

If you feel this hasn’t resolved your complaint you can approach the Veterinary Client Mediation Service (VCMS) for further support. This is an impartial organisation who will mediate further on your behalf free of charge.

Email: enquiries@vetmediation.co.uk
Tel: 03450405834

If you think there has been an issue involving professional misconduct you can also approach the Royal College of Veterinary Surgeon through the website: https://www.rcvs.org.uk

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