Complaints Policy

What should you do?

At Abbotswood Veterinary Centre your pets health and welfare is our top priority. We welcome feedback on the service we offer at any time. If you have any comments or concerns on how we could improve our service speak to one of our friendly team at any time.

Complaints

If you are not completely happy with the service you have received then:

  1. In the first instance, tell the person in charge of your pet’s care – they may be able to resolve your concern there and then 

  2. If they are unavailable, please discuss your concerns with any member of our team who will only be too happy to help – we would much know if you have any concerns earlier rather than later 

  3. Alternatively, you are welcome to write to us. Please address all correspondence to our Dr Hannah Scott. Please provide as much detail as possible including your contact details, date, time, pets details, as much details as possible about your concern and any members of staff involved.

  4. In general, if you have a concern, it is best to raise it as soon as possible – this will make it easier for us to investigate and resolve any matters, which are still ongoing 

  5. In the event your complaint is relating to an Out of Hours service or a Referral treatment that was not provided by our staff we would ask you to firstly direct the complaint to the relevant service provider. We would appreciate feedback on your experience so we can working with our partners to see if any improvements can be made to the service going forward.

 

We will treat any point you raise in confidentiality. Upon receiving your letter, we will aim to contact you if we feel we need any additional information. Please include a preferred contact time and method in your letter. We will fully investigate your concern before we provide you a formal response, this may take some time and will be dependent on your concern.

We would aim to have addressed your complaint within a maximum of 14 days of receiving it.

General feedback

If you have any general comments please email the practice email address at info@abbotswoodvets.co.uk. Alternatively write to the practice or speak to any of our friendly staff when you are next in.

© 2021 Abbotswood Veterinary Centre Ltd.

18 Abbotswood, Yate, Bristol, BS37 4NG

Tel: 01454 322449

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