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Complaints Procedure

At Wildbore Vetstop we always hope that you are pleased with the care and service you have received from us and that you will never have reason to complain – but if there’s something your not happy with we will endeavour to put matters right.

COMPLAINTS POLICY

A guide to making a complaint

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and is an opportunity to improve our practice. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. Regretfully, we are unable to investigate complaints made more than 6 months after the event.

Please include the following information to assist us in investigating the problem:

  • Why – the nature of the complaint/problem
  • When the problem occurred
  • Who – which staff were involved
  • What you are hoping for as an outcome

Complaints should be addressed to Kathryn Headland who is the Complaints Manager at Wildbore Vetstop, Turner Road, Worksop, Notts, S81 7AE

What we will do

We will acknowledge your complaint within five working days, telling you 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 fifteen working days but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be in a position to offer you an explanation, and/or the results of our investigation.

When we look into your complaint, we will aim to:

  • Find out what happened and what went wrong,
  • Make sure you receive an apology, where this is appropriate;
  • Identify what we can do to make sure the problem does not happen again.

What to do if you are still unhappy

You have the right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.

 

DATA PROTECTION POLICY

In holding and using data about you, we will comply with the provisions of the Data Protection Act 1998.

In instructing us to look after your animal, you authorise us to use that data in the course of the work that we do for you, and also to send you from time to time in the future, details of the services that we provide.

We will, where specifically required, with the clients consent pass on to Insurers details of clinical histories, case records and diagnostic images relating to your animal.

Information can be disclosed in certain circumstances, for example where the client’s consent has been given, where disclosure can be justified by animal welfare concerns or the wider public interest, or where disclosure is required by law.