Warren House Vets Complaints Policy

Last Updated: 12th September 2024

At Warren House Veterinary Centre Limited, we are committed to providing the highest standards of care and service to both our patients and clients. We understand that, on occasion, things may not meet your expectations, and we welcome feedback to help us continually improve. This policy outlines how we handle complaints and ensure they are resolved promptly and fairly.

1. Our Commitment

• We aim to resolve any complaints quickly, fairly, and transparently.
• All complaints will be handled professionally and with confidentiality.
• We take all feedback seriously and use it as an opportunity to improve our services.

2. How to make a complaint

• In Person: You can speak to a member of our staff at the practice. We will try to resolve any issues immediately.
• By Phone: Call our practice during opening hours, and we will do our best to address your concerns over the phone.
• In Writing: You may request a complaints form or send a detailed written complaint to us via email or post. Please include the date of the incident, the names of any involved staff members, and a description of the problem.
  • Email: [email protected]
  • Postal Address: Lichfield Road, Brownhills, Walsall, West Midlands, WS8 6LS

3. What happens next?

• Acknowledgement: We will acknowledge your complaint within 3 working days of receipt.
• Investigation: We will investigate your complaint thoroughly. This may involve reviewing records, speaking to staff, and, if necessary, consulting with third-party experts. We aim to complete the investigation and respond within 14 working days.
• Response: After the investigation, we will provide a written response detailing the outcome, any corrective actions taken, and if applicable, what we can do to resolve the matter to your satisfaction.
• Escalation: If you are not satisfied with our response, you may escalate the complaint by contacting our practice owner or an external professional body, such as the Royal College of Veterinary Surgeons (RCVS).

4. Confidentiality

• Your complaint will be handled with confidentiality, and only those directly involved in the resolution process will have access to the information.

5. Continuous Improvement

• We review all complaints and feedback regularly to help us improve our services and avoid similar issues in the future.

6. Contact us

• Phone: 01543 373 033
• Email: [email protected]
• Postal Address: Lichfield Road, Brownhills, Walsall, West Midlands, WS8 6LS.