Our aim is to provide you and your pet with the best possible service and care and in line with our professional code of conduct; 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 animals entrusted to our care. We recognise and respect the Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) initiative Principle 6.
We encourage feedback regarding all our services and constantly strive to make effective improvement where and when opportunities arise. The sooner we are made aware the sooner we can address the feedback and encourage prompt contact even if this is during current treatment.
‘The Market Town Vet’ believes in local leadership and management, we therefore recognise the local teams (your practice) are best equipped to manage feedback. In the first instance all complaints should be addressed to the local teams.
How do I give feedback?
- Tell us in person – In the first instance we would encourage you to tell the person in charge of your pet’s care; they may be able to resolve your concern there and then. If they are unavailable, please discuss your concerns with any member of our local team who will only be too happy to help. We would much rather talk to you about it now.
- Email us at the Practice email address: email@example.com
- Telephone us on the contact number: 01691 897199
- Write to us at the Practice: ‘The Market Town Vet’, 3D Church St, Oswestry, Shropshire, SY11 2SU
What information do you need?
When making a complaint, please provide the following information:
- Your name, address and preferred and convenient contact telephone and email.
- The name of your pet.
- The date on which you last attended the clinic.
- The Practice name and if appropriate the branch visited.
- A brief description of your concerns.
- A summary of what in your opinion we can do to best deal with your concerns.
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, which are still ongoing.
If any of our colleagues were involved, it would be helpful if you can provide us with their names.
What if my complaint relates to out of hours service?