Client Complaints Procedure
Wilson’s Veterinary Practice is committed to providing an exceptional standard of service and care. We realise, however, that things can go wrong and there may be occasions when you feel your expectations were not met. We hope that before you complain you will give us a chance to put things right. Careful consideration will be given to all complaints and will be dealt with fairly. They may also be used constructively to improve practice policy.
We provide contact details on our website but do not consider this to be an appropriate arena for complaints as we are unable to discuss any individual cases in the public forum which often results in a biased and unfair synopsis of events and rarely leads to a satisfactory resolution for either party. We are conscious of the effects of public scrutiny on the highly publicised mental health of veterinary staff and will not engage in detail with complaints in this arena. We may block anyone using social media to discredit our staff or business in this way but welcome constructive feedback.
Verbal Complaints: Those made in reception or a consulting room or over the phone.
After discussion with the member(s) of staff involved, a note will be made on your record that a complaint has been made and the nature of which will be recorded in the practice ‘Complaints Folder’.
The complaint will be reported to Alistair Wilson directly or using the Practice Management Internal messaging system. Any further action on the part of the practice will be at the discretion of Alistair Wilson.
If you wish to pursue the complaint further, then please follow the written complaints procedure below.
If you wish to make a formal complaint, please put your concerns in writing to:
Alistair Wilson BVMS CertAVP MRCVS
Wilson’s Veterinary Practice
Unit B, Coop Local Store,
Subject line- ‘Complaints’ to email@example.com
The complaint should include a contact telephone number, email and postal address for correspondence.
The complaint will be acknowledged in writing within 5 working days of receipt of the complaint and an investigation launched by the Practice Manager.
A copy of the complaint will be retained in the ‘Complaints Folder’ on the premises and a record of the complaint will be made on your file on the Practice Management System. Any follow-up to the complaint will also be recorded in the ‘Complaints Folder’.
Whenever possible, the Practice Manager will provide a full response within two weeks of the complaint being made. If this is not possible, then you will be made aware of this.
The Practice may take advice from third parties at any stage when dealing with complaints.
Taking a complaint elsewhere:
In the event that you do not feel satisfied with our attempts at resolution, you are entitled to contact the Royal College of Veterinary Surgeons (www.rcvs.org.uk) and follow their complaint procedure via the Professional Conduct department.
Tel: 020 7202 0789