Our complaints procedure

We take complaints about our work, staff and service very seriously. Most problems that occur can be resolved easily and quickly, often at the time they arise, with the member of staff concerned. 

We would always ask that, before you make a formal complaint, you give the practice a chance to put things right. Please address your initial complaint to the lead vet responsible, or the Practice Manager. If you are unsure who to complain to, any member of the practice staff will be able to help you.

If the matter cannot be resolved to your satisfaction at this time, and you would like to progress your complaint further, we kindly ask you to email us the details of your complaint to 

Manager@highfieldvets.co.uk or, if you prefer, send a written letter to the Practice Manager at our Highfield Surgery (full address on 'The Surgeries' webpage). Please contact us as soon as possible after the incident, preferably within a few days or, at most, a few weeks. We are regretfully unable to investigate complaints made more than 6 months after the incident.

To help us investigate your complaint, please include the following details:

• What is the nature of your complaint?
• When did the problem occur?
• Who was involved in the incident?
• What would you like the outcome to be?
• 
  

Once received, we will acknowledge your complaint within 5 working days, and let you know who will be dealing with the complaint and when you can expect a reply. In most cases, we hope to give you a full reply within 15 working days, but if it is going to take longer, we will let you know.

When we investigate your complaint, we will:

• Find out what happened and what went wrong.
• Look into ways to solve the problem that has arisen.
• Make sure you receive an apology, where appropriate.
• Identify what can be done to make sure the problem does not arise again.
• 
  

If you are still unhappy after our investigation is complete, you have the right to approach the Royal College of Veterinary Surgeons (www.rcvs.org.uk)