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01752 702646

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"Our mission is to provide high quality care for our patients and their owners at all times"

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Customer complaints procedure

We are committed to providing a high-quality veterinary service to our patients and clients.  We understand that occasionally a client may be unhappy with the service provided, and in those circumstances we would wish to know about it.  This document outlines the course of action to be followed in the event that you wish to make a complaint.


How to contact us


If you wish to make a complaint, please contact our Business Manager:


           Jane Cutler (Business Manager)


           The Veterinary Hospital


           Colwill Road






           PL6 8RP


Tel.      01752 702646




What happens next?


  • We will acknowledge receipt of your complaint by letter or e-mail within three working days.

  • We will conduct an investigation into the issues raised.  Depending on the details of the complaint, this may entail seeking input from relevant personnel (which may take a little time to complete).

  • We would anticipate being in a position to make a full response to the complaint within 15 working days of receiving it.  This response will report on our conclusions and suggestions for resolving the complaint.

  • If we are unable to propose a mutually satisfactory outcome you may wish to request a further review, to which we will respond within the same time-frames.

  • If circumstances dictate that for any reason these time-frames cannot be met we will inform you of our revised anticipated response times.