Complaints

If something has not gone as you hoped, please tell us. Our complaints process is set out below.

Our complaints process

1. Tell us. Speak to any member of the team, or write to our practice manager at complaints@greenfield-example-vets.example or by post to the Practice Manager, Greenfield Example Vets, 12 Example Lane, Northbrook, ZZ1 4AB. Please include your pet's name and the date of the visit.
2. We acknowledge it. We will acknowledge your complaint in writing within 3 working days and tell you who is looking into it.
3. We investigate and respond. We will look at the records, talk to the people involved and send you a full written response within 15 working days. If we need longer, we will tell you why and when to expect it.
4. Free independent mediation. If you are not satisfied with our response, you can ask the Veterinary Client Mediation Service (VCMS) to help. The VCMS is a free, independent and confidential mediation service for pet owners and vets. the Veterinary Client Mediation Service (VCMS).

Concerns about professional conduct

The Royal College of Veterinary Surgeons (RCVS) regulates vets and veterinary nurses. Raising a concern with the RCVS.

RCVS complaints decision tree: to follow when the RCVS publishes it. It will show which organisation can help with which kind of concern.