Making a complaint
Occasionally we don’t get things right, and our service falls short of the high standards you are entitled to. If this is the case, we want to hear about it from you, as soon as possible.
In many cases, it is as a result of simple misunderstandings which can be quickly resolved. However, please be assured, we take all complaints very seriously and investigate each one promptly and fairly.
Getting in touch with someone who can help.
By telephone:
Please call Pet People Vets between 10:00 am and 5.00 pm Monday to Friday. The person you speak to will give you their name so you have a point of contact. However, to prevent any misunderstanding, we request that all complaints are made in writing.
By post:
Please write to Dr Ian Stroud, Pet People Vets. 110-116 Upper Richmond Road West, East Sheen, London. SW14 8DT
By email:
Please send your email to ian@smart-vet.co.uk
Information we need to help you
To help us deal with your query more effectively please:
• Mark your letter or email “Complaint” and keep a copy.
• Give your full name and your pet's name.
• Give your full postal address including postcode and a daytime telephone number where we can call you.
• Outline your case clearly, including relevant dates. Set out the facts clearly in the order in which they happened.
• Let us know what you would like us to do next?
• Enclose copies of documents if these are relevant, keeping the originals.
What happens next?
If you telephone us, we may be able to resolve everything straight away. Otherwise, if you write to us, we will send you a letter or email acknowledging this within five working days.
If you haven’t heard from us within seven working days of the day you think we should have received it, please call us on the above number to check whether we have received it.
To investigate your complaint we may need to contact our veterinary team, to clarify what, where and when these things happened. After we have investigated your complaint we will write to you explaining the outcome.
We aim to have your complaint resolved within four weeks from your initial communication.
What happens if you are still not satisfied?
If you are unhappy with the outcome of our internal investigation, the Veterinary Client Mediation Service (VCMS) offers a free of charge service that may be able to help.
You can find more information at https://www.vetmediation.co.uk/clients.
VCMS can help you if your concern relates to the service you have received from your veterinary practice, the fees you have been charged or if there may have been professional negligence. Negligence in this context is defined as the failure of clinical staff to act in the way expected of similarly qualified professionals in those circumstances.You can learn more about negligence here.
You can contact VCMS by telephone at 0345 040 5834 or email at enquiries@vetmediation.co.uk.
When would the Royal College of Veterinary Surgeons (RCVS) get involved?
The RCVS can only deal with the most serious concerns that relate to a vet or veterinary nurses’ professional conduct. This includes very poor professional performance which falls far short of the standards set out in the RCVS Code of Professional Conduct. These serious shortfalls can affect a vet/veterinary nurse’s ability to practise.
If you think your concern is for the RCVS you can contact them on 020 7202 0789 or fill in their short enquiry form at https:// animalowners.rcvs.org.uk/concerns/.