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Shires Veterinary Practice

Client Charter and Complaints Procedure


Help us to help you….

We want you to have the best possible service from Shires Veterinary Practice.
This leaflet is designed to help you make the most of our services.

Please help us improve our service:

- Tell us what is important to you
- Let us know if your details or circumstances have changed
- Inform us if you are unable to make an appointment
- Tell us if you are unsure of the cost before treatment begins
- Tell us if your pet has particular needs
- Please be considerate to other clients and staff.
We value your feedback, so please let us have your comments and suggestions on how we can improve our service to you.

Complaints Procedure

  • Firstly, speak to the member of staff involved in your animals care - they may well be able to resolve your concerns there and then
  • If you have concerns afterwards then please contact us within 2 weeks of the event, this will allow us to investigate your complaint properly
  • Please write to us with details of your complaint (the following information is useful and will enable a prompt response from us)
    - What happened
    - Which staff were involved
    - Where the problem occurred
    - When the problem occurred
  • What you feel would be a satisfactory outcome to your complaint.
  • Please address you complaint to the following Practice Partners:
    Farm Animal: Bob Bostelmann or Eddie Friend
    Equine: Paul Snape or John Treanor
    Small Animal: Will Jeffels or Jessica Hulme
  • We will investigate your complaint and provide a written response within two working weeks.
  • If this is not a satisfactory response then you will be invited to a meeting with two Practice Partners to try and resolve the matter.
  • If you feel the matter should be taken further then you can write to:
Royal College of Veterinary Surgeons
Belgravia House, 62-64 Horseferry Road,
London SW1P 2AF
Tel: 020 7222 2001
Fax: 020 7222 2004
http://www.rcvs.org.uk

The RCVS seeks to maintain high standards of professional conduct. When the RCVS receives a complaint, it identifies areas of concern and gives advice. Around 10% of complaints are referred to the full Preliminary Investigation Committee, and on rare occasions may be passed to the Disciplinary Committee for a formal and public hearing.
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