Clients complaints procedure

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Hanson Animal Doctor Ltd

1. How to make a complaint

You can make a complaint in person, by telephone on 01623 888503, by email to animal-doctor@outlook.com or in writing to 5 Nottingham Road, Ravenshead, Nottingham, NG159HG. Please provide your name and contact details, your animal's name, relevant dates, the people involved if known, what you believe went wrong, and any supporting information.

2. Who should I contact?

Please contact the Practice Manager Mrs J Bowler in the first instance. If your complaint concerns the Practice Manager, it should be directed to the Practice Director/Owner Charlotte Hanson

3. What happens when we receive your complaint?

We will acknowledge a written complaint normally within 3 working days. A senior member of the team will investigate the matter fairly and objectively. This may involve reviewing clinical records, estimates, invoices and correspondence, and speaking with relevant members of the team.

4. Clinical complaints

Where a complaint relates to clinical care, we will review the care and decision-making in the circumstances of the case. An unexpected or unsuccessful outcome does not automatically mean that the standard of care was inadequate. Where appropriate, we may offer a further clinical explanation, second opinion, referral or other appropriate resolution.

5. Our response

We aim to provide a substantive written response within 20 working days. If more time is needed, we will explain why and provide an updated timescale. Our response will explain what we investigated, our findings, whether the complaint is upheld, partially upheld or not upheld, and any appropriate actions or resolution.

6. If you remain dissatisfied

If we cannot resolve your concern in-house, we will explain the available next steps. The Veterinary Client Mediation Service (VCMS) provides free, voluntary mediation for eligible disputes between animal owners and veterinary practices, including service concerns, fee disputes and allegations of negligence.

7. RCVS concerns

The Royal College of Veterinary Surgeons (RCVS) can investigate serious concerns about the professional conduct or fitness to practise of veterinary surgeons and veterinary nurses. The RCVS does not generally resolve ordinary fee disputes, order refunds or determine compensation claims.

8. Complaints involving staff

We will investigate complaints involving individual members of staff fairly and confidentially. We cannot disclose confidential employment information, including whether disciplinary action has been taken, but we may confirm that appropriate internal action has been considered.

9. Aggressive or abusive behaviour

We understand that clients may be upset or distressed. Our team will remain professional and respectful. However, threats, intimidation, abuse or discrimination towards our team will not be tolerated. Where necessary, communication may be restricted to writing or to a nominated senior team member.

10. Confidentiality and records

Complaints will be handled confidentially and relevant information will only be shared where necessary to investigate and resolve the complaint. Formal complaints will be recorded in our complaints log and reviewed periodically so that we can identify learning, recurring issues and opportunities for improvement.

11. External routes

If appropriate, we can provide information about independent routes including the VCMS and RCVS. If you believe negligent veterinary care has caused harm and you are seeking financial compensation, you may wish to obtain independent legal advice.

12. Review of this procedure

This procedure is reviewed regularly and will be updated when relevant regulatory or legal requirements change.

Practice contact

Practice: Hanson Animal Doctor Ltd

Complaints contact: Practice Manager-Jean Bowler or Charlotte Hanson