Complaints Procedure

At Swanley Veterinary Clinic, we are committed to providing a high standard of veterinary care and client service.

We hope that you are happy with the care and service you receive. However, if you have any concerns, we encourage you to let us know so that we have the opportunity to investigate and resolve them.

How to raise a concern

If you are unhappy with any aspect of our service, please speak to a member of our team. Many concerns can be resolved quickly and informally.

If your concern cannot be resolved, or you wish to make a formal complaint, please contact us in writing and provide as much information as possible, including:

  • Your name and contact details
  • Your pet’s name
  • Details of your concern
  • Relevant dates
  • What you would like us to do to resolve the matter

Please address your complaint to:

The Directors
Swanley Veterinary Clinic

You can send your complaint by email, post or deliver it to the practice.

What happens next?

We aim to acknowledge formal complaints within 3 working days.

Your complaint will then be investigated by one of our directors. This may involve reviewing your pet’s clinical records and discussing the circumstances with members of the veterinary team involved.

We aim to provide you with a full response within 10 working days.

If we need longer to investigate your complaint properly, we will let you know and keep you updated.

 

If you remain unhappy

We hope that most concerns can be resolved directly with the practice.

If we are unable to resolve your complaint, we will provide information about any appropriate independent veterinary mediation or resolution service available to you.

Serious concerns regarding the professional conduct or fitness to practise of a veterinary surgeon or registered veterinary nurse may be raised with the Royal College of Veterinary Surgeons (RCVS).

 

Our commitment

We welcome constructive feedback and use complaints and concerns to help us review and improve the care and service we provide.

Raising a genuine concern or complaint will not adversely affect the veterinary care provided to your pet.

Swanley Veterinary Clinic