Complaints Procedure

We hope that you will never have recourse to complain about the standards of service received from the team at Wangford Veterinary Clinic. However, if you feel that something has happened that you feel is unsatisfactory, please tell us. We take complaints very seriously.

Most problems can be sorted out quickly and easily. The best way to do this is to discuss it with the person who is looking after your pet at the time of the problem.

If this hasn’t resolved the problem and you would like to complain formally, then let us know as soon as you can by:

Calling the practice and speaking to one of the management team:
Clinical and Nursing issues - Estelle Jenner; estelle@wangfordvetclinic.com
Accounts - Louise Bedford-Cuffe; louise@wangfordvetclinic.com
Reception - Vic's Jennings, vicks@wangfordvetclinic.com
Administration, Debt Control & Furry Friends Health Club – Sarah Foster; sarah@wangfordvetclinic.com
Customer Care and Marketing – Jill Asquith. jill@wangfordvetclinic.com
For all complaints that involve members of staff - Laura Stubbs. Direct email: laura@wangfordvetclinic.com
If you are unsure who would be best suited to dealing with your complaint, you can email us through our website or Laura@wangfordvetclinic.com. This will be directed to the member of the management team most suitable to deal with the nature of the complaint.
Writing to us at Wangford Veterinary Clinic, Pound Corner, Wangford, Beccles, Suffolk, NR34 8RS, and addressing it for the attention of the person most suitable (see above). It is better to contact us as quickly as possible so please try to write to us within 2 weeks. This gives us the best opportunity to investigate and resolve the issue.

Please include the following information to help us in investigating the problem:

Your name, address and pet’s name
What happened? Tell us about the nature of the complaint.
When did this happen?
Was it within our usual hours or out of hours?
Who was involved? (Name if known)
What would you like the outcome to be?

Please let us know how you would prefer to be contacted e.g. letter, phone call, email, etc.

PLEASE NOTE

Addressing any concerns or complaints you may have is of the utmost importance to us.

To ensure that we give each matter the attention and consideration it deserves, we have implemented a one-week turnaround time for resolving any complaints or issues that may arise. This allows us to thoroughly investigate and provide you with the most appropriate solution, tailored to your specific situation.

Rest assured, during this time, our dedicated team is working diligently behind the scenes to prioritise the needs of our pet patients. Their health and happiness remain our top priority, as we continue to provide them with the exceptional care they deserve.

What we will do

We will acknowledge your complaint within 5 working days and we will let you know who is dealing with your complaint, and when you can expect to receive a reply.

In most cases we hope to give you a full reply within 7 working days, but if it is going to take longer we will get in touch to let you know what is happening.

When we look into your complaint, we will:

Find out what happened and what went wrong.
Make sure you receive an apology, where this is appropriate.
Identify what we can do to make sure the problem does not happen again.

If you feel this doesn't resolve your complaint:

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. This does not affect your right to approach the Royal College of Veterinary Surgeons, if you are dissatisfied with the outcome.