Complaints Procedure

Complaints Procedure at The Vets @ Dronfield

Effective from 31st March 2025

At The Vets @ Dronfield, we are dedicated to providing the highest standard of care and service to both you and your pet. However, we understand that there may be times when we do not meet your expectations. If you are dissatisfied with any aspect of your experience with us, we encourage you to let us know so we can address your concerns and continuously improve our service.

How to Make a Complaint

Speak to the senior vet team

In the first instance, we recommend raising your concerns with a member of our senior veterinary team. Often, misunderstandings can be quickly resolved at this stage.

Submit Your Complaint in Writing

If you feel your concern has not been resolved or you would prefer to submit a formal complaint, please provide the details in writing.

You can send your complaint via:

Email: reception@thevetsatdronfield.com

Post: The Vets @ Dronfield, Unit 1 Beech Works, Wreakes Lane, Dronfield, Derbyshire, S18 1PN

To help us investigate your complaint thoroughly, please include the following information:

  • Your full name, address, and contact details
  • Your pet’s name and the date(s) of your visit(s)
  • A detailed description of your concern
  • The outcome you would like to see

Acknowledgment of Your Complaint

We aim to acknowledge receipt of your complaint within 5 working days.

Investigation Process

Your complaint will be investigated thoroughly by a senior member of the team.Depending on the complexity of the issue, we aim to provide a detailed response within 10 working days. If additional time is required, we will keep you informed of the progress.

Response to Your Complaint

We will respond to your complaint in writing, addressing all the points you have raised and outlining any actions we intend to take.

Further Steps

If you are not satisfied with our response, you may request a further review by a senior member of the management team or the practice owner.Should you remain dissatisfied after exhausting our internal process, you may contact the Royal College of Veterinary Surgeons (RCVS), which oversees veterinary practices in the UK. The RCVS can provide guidance and assess whether your complaint falls under their remit.

You can contact the RCVS at:

Website: www.rcvs.org.uk
Phone: 020 7202 0789

Confidentiality and Respect

  • We handle all complaints with the utmost confidentiality and respect. Our aim is to resolve matters amicably and maintain a professional relationship with you and your pet.

We value your feedback and view complaints as an opportunity to improve our services. Thank you for taking the time to bring your concerns to our attention.

If you have any questions about this process, please do not hesitate to contact us.

Finally, please note, The Vets @ Dronfield will not tolerate any aggressive, or abusive, behaviour to any staff member at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.