Complaints Policy
The whole team at Stansted Veterinary Specialists is committed to providing an excellent service for our clients and our patients and we really do hope we achieve this for everyone.
We aim to pursue our work with integrity, respecting our responsibilities to the public, our clients and the Royal College of Veterinary Surgeons. First and foremost, we endeavour to ensure the health and welfare of every patient entrusted to our care.
If you are in anyway dissatisfied with the service we have provided, we would like you to tell us about it. We appreciate and encourage your feedback as it helps use to reflect on how we can continually improve to ensure we always deliver outstanding quality care for you and your pet.
Firstly, we ask that you raise your concern directly with the veterinary team looking after your pet. Most commonly, problems can be resolved informally with open and honest discussion, and we welcome this opportunity. If you would prefer to discuss your concerns with a member of staff not in your immediate care team, please do let us know. In this instance the Practice Manager, Clinical Director or another Director will lead the investigation and response to your concern.
Once you have spoken to a member of our team we commit to
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Listen to your concerns
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Fully investigate
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Bring the right people together to respond to your questions or concerns
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Keep you updated and come back to you when we say we will
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Learn and reflect on discussions, to make sure we strive to continually improve the quality of our service.
We really do hope your concerns can be addressed with discussion, however if you feel the need to raise a formal complaint, here is the process to follow.
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Please put your concerns in writing to our care team at info@svs.vet and include the following information.
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Your name and the name of your pet.
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A summary of events that have led to your complaint
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Let us know what your expectations are for resolution
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Let us know how you would like us to keep you updated
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Please submit your concerns within three months of the event as investigations are more effective and resolutions are better reached when related to recent events.
The process we will follow is:
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We will acknowledge your complaint within two working days.
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We will investigate thoroughly. We will aim to respond to you within 14 working days of acknowledgement of the complaint. If we can’t achieve this, we will be in touch within that time period to set an expectation of timescale.
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We will respond to your complaint in writing, however, please do let us know if you would also like a telephone call or a meeting.
We will do all we can to resolve your complaint through this internal complaints procedure.
However, if you remain unhappy with the outcome, the Veterinary Client Mediation Service (VCMS) offers a free of charge service that may be helpful. You can find more information about this service at:
https://www.vetmediation.co.uk/clients
Additional contact details for VCMS are also provided here
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Telephone 0345 040 5834
The VCMS will be able to provide independent advice to you regarding mediation or alternative course of action, including complaints to the Royal College of Veterinary Surgeons or legal action if they feel this is warranted.
Irrespective of any advice that you receive from the VCMS, you have the right to escalate your complaint to the Royal College of Veterinary Surgeons, and we will then engage with the investigation process that occurs. Further information can be found here https://www.rcvs.org.uk/concerns/
If you do make a formal complaint, we may share your information with our insurers, medical indemnity providers and other professionals if we feel this will help us resolve your complaint more efficiently.