We take concerns very seriously. If you’re not satisfied with the services you’ve had, we’d like to know.

We ask that you discuss your concerns with the surgery first. It’s usually the fastest way for us to resolve an issue. You can speak to any one of our team members, or ask for the practice manager to call you.

However if after speaking to the surgery you’re still unhappy, you can submit a concern using the form on this page. We’ll then conduct an open and honest investigation for you.

It’s important to provide as much detail as possible, including times, dates and names to help us investigate thoroughly. You can submit a concern at any time, but if you submit it a long time after the event it may be difficult for us to investigate it fully.

If you are dissatisfied with the outcome, you may appeal the decision. The concern will be passed to an independent member of staff, or someone of greater seniority to investigate.

They will undertake an impartial review. They may decide the original outcome should be overturned and a new resolution given. Alternatively, the original outcome may be upheld, this would be our final decision. If the outcome is upheld we unfortunately can not consider further appeals.

We aim to investigate a concern within two weeks. However, if it becomes apparent it will need more time to complete our investigation we will contact you.

Respect & Openness

We always try to treat our clients and their animals with the utmost respect. We politely ask that you treat all our staff in the same manner in return. Finally, we will remain open and honest about the findings that stem from your feedback.