Complaints Procedure

The practice is committed to using comments (either positive or negative) from clients to continuously monitor and improve the services it provides. We appreciate feedback and hope that clients will speak up when standards of care and service either exceed or fall below their expectations. The partners review all comments received from clients and the information is then forwarded to the appropriate staff. In this way, we can strive to continuously improve the quality of the service that we offer. 

 

How to complain

 

We take complaints very seriously. First, raise the matter with the member of staff involved - then, if you're not satisfied, speak to the vet in charge of your case. We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as quickly as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. 

 

Complaints concerning our team and any procedures as well as complaints concerning the treatment of your horse during a visit to your yard / home should be addressed to Timothy Beauregard or Buffy Shirley-Beavan. 

 

Complaints regarding fees or any other concerns should be addressed to the appropriate partner as soon as possible after receipt of the invoice. 

 

Alternatively, you may ask for an appointment to discuss your concerns with one of the partners.

 

What we shall do

 

We shall endeavour to acknowledge your complaint within three working days, and aim to have reviewed your complaint within ten working days of the date that we received it. We will then be in a position to discuss it with you or arrange a meeting with the people involved.

 

When we look into your complaint we will aim to: 

  • Find out what happened and what went wrong. 
  • Make it possible for you to discuss the problem with those concerned (if you would like to do this) 
  • Make sure that you receive an apology, where this is appropriate. 
  • Identify what we can do to make sure the problem doesn’t happen again. 

 

Remember, our aim is to do our best for you and all the horses in our care. We rely on feedback to guide us in how to provide the best possible service. If you are unhappy, please let us know. We cannot remedy a problem, if we do not know about it, so always tell us please. If you wish to proceed further any comments or major concerns can be raised with the Royal College of Veterinary Surgeons (RCVS) Belgravia House, 62-64 Horseferry Road, London SW1P 2AF Tel: 020 7222 2001, Fax: 020 7222 2004, email: info@rcvs.org

 

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