Our Complaints and Standards

Complaints and Standards

Medivet is committed to providing an exceptional standard of service and care in line with both our Patient Charter and our Client Charter. As an Investor in People accredited practice, Medivet provides ongoing training to its staff regarding all aspects of companion animal practice.

We realise, however, that things can sometimes go wrong and there may be occasions when you feel your expectations were not met. When this happens we want to hear about it so that we can try to put things right.

A guide to making a complaint

We take complaints about our work, staff and levels of service very seriously, but we hope that before you make a formal complaint, you will give the practice concerned a chance to resolve the issue.

Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Please address your complaint to the lead vet responsible for the practice concerned. If you are unsure of their name, the staff at the practice will be able to provide you with this level of detail.

Only once a genuine effort has been made to resolve the matter at practice level will the complaint be considered by one of the regional or support centre partners. Therefore, if you would like to progress your complaint further, we kindly ask you to email us at enquiries@medivet.co.uk (you can send a letter* but an email is preferred) as soon as possible, ideally within a matter of days or at most, a few weeks.

Regretfully, we are unable to investigate complaints that have been made more than six months after the event.

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

  • What is the nature of your complaint?
  • Which practice are you making the complaint about?
  • When did the problem occur?
  • Who was involved?
  • What would you like the outcome to be?

What will we do?

We will acknowledge your complaint within five working days, telling you who is dealing with your complaint and when you can expect to receive a reply.

In most cases, we hope to give you a full reply within 15 working days, but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be in a position to offer you an explanation, and/or the results of our investigation.

When we look into your complaint, we will:

  • Find out what happened and what went wrong
  • Make sure you receive an apology, (where appropriate)
  • Identify what we can do to make sure the problem does not happen again 

What should you do if you are still unhappy?

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance to put right whatever has gone wrong, and it is an opportunity for us to improve our practice. This does not affect your right to approach our governing body, the Royal College of Veterinary Surgeons (RCVS), if you are dissatisfied with the result of our investigation.

*If you prefer to send a letter, please address it to: Medivet Veterinary Group, Unit 4 Mowat Industrial Estate, Sandown Road, Watford, WD24 7UY.