Complaints Procedure
We are committed to providing a high-quality Veterinary service to all of our clients.
Should we not meet your expectations on any aspect of our service then please see how you can raise concerns below.
- In the first instance we would appreciate it if you raised concerns verbally with a member of the Client Care team to see if they can be mutually resolved.
If you do not feel that your concerns have been resolved then please inform us in writing, within four weeks of the event.
Please give as much detail as possible, including any names of staff members involved to:
Naomi Strange
Customer Service Manager
252 Croft Road
Swindon
SN1 4RW
Email: complaints@drovevets.co.uk
- We will send you acknowledgement receipt of your complaint within 5 working days of receiving it.
- We will then carry out a full investigation of your complaint. This will normally involve checking your clinical records and speaking to the relevant members of staff.
- The Customer Service Manager or one of the Directors will then make contact with you to discuss the findings within 20 days of the acknowledgement receipt.
- If you are not satisfied with this outcome, you may ask for a review or re-investigation. This must be done within three months of receiving the outcome from the original investigation and should be addressed in writing to the Directors of Drove Veterinary Hospital.