Our complaints policy
We are committed to providing a high-quality veterinary service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. This Practice is part of the Independent Vetcare Group (IVC) where local leadership and management is core to the company’s philosophy. As such we believe the best place to resolve complaints is with us here at the practice. If you have a complaint, please contact us, the practice, with the full details. We have eight weeks to consider your complaint.
What will happen next?
a) That you contact the Veterinary Client Mediation Service, www.vetmediation.co.uk, or The Royal College of Veterinary Surgeons www.rcvs.org.uk.. We undertake to cooperate fully with these bodies and to implement any recommendation or direction they make.
b) You may commence legal action against us. You will need to write to us at the practice stating your reasons and financial losses. We will send all notes, files and correspondence to our Indemnity Insurers, for their consideration.
We are fortunate at Manor Vets to have an amazing team of committed, talented and enthusuastic staff.