Complaints Policy

Complaints Policy

The City Vet Clinic aims to provide you and your pet with the best possible service and care. We would appreciate having your feedback, comments, and suggestions directly so we can endeavor to improve and make our service more suited to your needs. We will take your comments seriously and will want to know how we can help.

If you have an undesirable experience with one of our staff members, our services, or with our facility, please let us know:

  • In the first instance, tell the person in charge of your pet’s care – they may be able to resolve your concern right there and then.
  • If they are not available, please discuss your concerns with any members of our management team who are also happy to help – we would rather talk to you about it now.
  • Alternatively, you are welcome to write to us. Please address all correspondence to our management team directly by completing the form below.

    Complaint Form

    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. If any of our staff were involved, it would be helpful if you can provide us with their names.

    We will treat any point you raise in confidentiality. Upon receiving your letter, we will aim to contact you to find out more the issue. We may need to investigate the matter further before being able to reach a conclusion; if that is the case, we will do our best to look into it as quickly as possible and will reply to you as soon as we are able.

    In normal circumstances, we would aim to have addressed your complaint within 3 business days of receiving it.

    Thank you for taking the time to give us your thoughts.