Complaints Procedure

We hope that you will never have reason 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.

Complaints Protocol

We are committed to providing a high standard of service to all our customers. However, we understand that sometimes things may not go as expected. When this happens, we welcome your feedback and take all complaints seriously.

How to Submit a Complaint

Complaints can be submitted via the following channels:

• Email: jill@wangfordvetclinic.com

• Phone: Direct Line Jason Langford Practice Manager 01502 579006

• In person or in writing: Jason Langford, Wangford Veterinary Clinic, Pound Corner, Wangford, Beccles, Suffolk, NR34 8RS

Please include as much detail as possible, including:

• Your full name and contact information

• Details of your complaint (what happened, when, where, and who was involved)

• Any relevant documents or evidence

Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Response Timeline

All complaints will be fully investigated, and a formal response will be provided within 20 working days from the date of acknowledgement .

This timeframe allows us to carry out a thorough and fair investigation, consult relevant parties, and ensure that we provide a comprehensive response.

If More Time is Needed

In rare cases where additional time is required (e.g. if further information is needed or complex issues are involved), we will inform you before the 20 working days are up, explain the reason for the delay, and provide an updated timeline.