Whilst we hope that you will never need or want to make use of the information listed below, here at Parkvets we have a robust and fair complaints procedure in place in order to ensure that any dissatisfaction is dealt with efficiently and to a satisfactory standard, as well as allowing us to improve our service for the future.
Our policy is to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint, and to make sure all complaints are investigated fairly and in a timely manner. We also aim to ensure that complaints are fully resolved wherever possible and that relationships are repaired.
If you should ever want to make a complaint, please rest assured that all information and details will be handled sensitively, informing only those who need to know and following any relevant data protection requirements.
Written complaints may be sent to Parkvets at 53-55 Maidstone Road or by e-mail to firstname.lastname@example.org.
Verbal complaints may be made by phone to any of our branches or in person to any of Parkvets’ staff at any of our branches.
In many cases, a complaint is best resolved by the person responsible for the issue at hand, so please raise the problem with the staff member involved if possible; they may be best placed to resolve the difficulty more efficiently, and they will record it in your file along with any resolution reached.
If the problem is not resolved, the staff member will inform a member of Senior Management, such as the Clinical Director or General Manager, and ask them to investigate it and to take appropriate action. Complaints will be acknowledged by the manager within a week, and the acknowledgement will say who is dealing with the complaint and when you can expect a reply.
In most situations, you should receive a definitive reply within four weeks. If this is not possible because an investigation has not been fully completed, for example, a progress report should be sent with an indication of when a full reply will be given.
The reply should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result.
If you are not satisfied with the resolution at Stage One, you are advised to raise your complaint with the Practice Director, in writing. She will acknowledge receipt of your letter, review the complaint and the steps taken by the manager to resolve the matter before responding in writing. She will endeavour to reply within 14 days and her report will bring the matter to a close.
In the unlikely situation that you are still not satisfied with the resolution at Stage Two, you are advised to raise your complaint with the Royal College of Veterinary Surgeons (RCVS).
Information about the kind of complaints the RCVS can involve itself in can be found on their website at www.rcvs.org.uk/concerns.