Our Complaints Procedure
We hope you will never have recourse to complain about the standard of services received from Independent Pet Clinics. However, if you feel that something has happened that you feel is unsatisfactory, please tell us. We take complaints very seriously.
Most problems can be sorted out quickly and easily. the best way to do this is to discuss it with the person who is looking after your pet at the time of the problem.
If this hasn't resolved the issue and you would like to complain formally , then let us know as soon as you can by:
Calling the practice on 01799 610991 and asking to speak with our practice managers Mike hall/Karen Edwards.
Emailing us at contact@IPC-saffronwalden.co.uk for the attention of the practice manager.
Writing to the practice manager. Our address is 4/5 Rose and Crown Walk, Saffron Walden, Essex, CB10 1JH.
It is best to contact us as quickly as possible, so please try and do so within 2 weeks. This gives us the best opportunity to investigate and resolve the issue.
Please include the following information to help us in investigating the problem:
Your name, address and pets name. What happened? tell us about the nature of the complaint. when did this happen? who was involved? What would you like the outcome to be?
Please also let us know how you would prefer to be contacted, for example, by letter, phone call or email.
What happens once you have made your complaint?
We will acknowledge your complaint within 5 working days and let you know who is dealing with your complaint, and when you can expect to receive a reply.
in most cases we hope to give you a full reply within 14 working days, but, if for any reason it is going to take longer, we will get in touch to let you know the reason for this.
When we look into your complaint we will:
-Find out what happened and what went wrong.
-Ensure you receive an apology where appropriate.
-Identify what we can do to make sure the problem does not happen again.
if you feel this doesn't resolve the complaint:
If you feel your complaint remains unresolved through our complaints procedure, you can contact the Veterinary Client Mediation Service who provide an impartial mediation service to help resolve complaints.
we hope that if you have a problem, you will use our practice complaints procedure. we believe this will give us the best chance to put 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.
www.rcvs.org.uk