Connaught Vets

We hope you never have recourse to complain about the standards of service received from Connaught House Veterinary Group. However, if you feel something about our service has been unsatisfactory then please let us know. We take complaints very seriously.

Problems can usually be sorted out very quickly and easily, and if you feel this is the case then please discuss with the member of staff looking after your pet at the time.

However, if you feel your complaint is a little more serious or we are unable to resolve the problem at the time then please direct your complaint to the practice partners, Sue Taylor and Andrew Mills, through the following mediums:

• Emailing the Nursing Director, Lisa Whitehouse, on nursingdirector@connaughtvets.co.uk This will then be forwarded on to the appropriate partner.

• Writing to the hospital and addressing for the attention of the practice partners.

Please let us know as soon as possible after the event so we can thoroughly investigate and resolve the issue. Please try to include as much information as possible; the following information should be included:

• Your name, address, your pets name and the best phone number to contact you on or point of contact

• The nature of the complaint

• When the incident happened

• At which branch

• Who was involved

• What your preferable solution to the problem is

• How you would like to be contacted

We will acknowledge your complaint within 2 working days and we will let you know who is dealing with your complaint, that we are investigating the issue, and when you can expect to receive a full reply.

In most cases we hope to give you a full reply in 14 working days, sometimes this will take longer but we will keep you informed if we think it might take longer.

We will do our utmost to resolve the problem as quickly as we can.

If we are unable to resolve the issue through the Partners of the practice, we can refer to the Veterinary Client Mediation Service (VCMS).

We hope that if you have a problem, you will follow our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong.

This does not affect your right to approach the Royal College of Veterinary Surgeons, if you are dissatisfied with the outcome.