Complaints procedure

At Spring Corner Vets, we are committed to offering the best service to our patients and their owners.

We aim to provide high-quality care, clear communication, and a supportive experience at all times. If something hasn’t met your expectations, we want to know. Your feedback helps us improve and, where possible, put things right.

How to raise a concern

If you’re unhappy with any aspect of our service, please let us know as soon as you feel able at

springcornersts@btconnect.com

To help us respond effectively, please include:

Your name and contact details

Your pet’s name

A brief description of your concern

Relevant dates or appointments

What happens next?

Your concern will be handled by our Practice Manager. If your concern relates to clinical care, one of our senior vets will be involved in reviewing the case.

We aim to acknowledge your complaint within 7 days and will provide the likely timescale for investigation of the complaint and for a full written response to be provided.

If you remain unhappy

We hope to resolve concerns directly, but if you feel your complaint hasn’t been fully addressed, you may wish to contact:

Royal College of Veterinary Surgeons (RCVS) – for concerns about professional conduct
Veterinary Client Mediation Service (VCMS) – for independent mediation

We’re happy to provide contact details or guidance on how to proceed.

Our Expectations

We are committed to treating our clients with respect and ask the same in return. We do not tolerate abusive or threatening behaviour towards our team.

Learning and Improvement

All feedback, including complaints, is recorded and reviewed regularly so we can continue to improve our care and service.

Confidentiality

Your complaint will be handled sensitively and in line with data protection requirements.