Complaints Policy
Our aim is to provide the best veterinary care that we can to ensure that you and your pet are treated properly and promptly. However, we understand that occasionally, complaints do occur and we aim to resolve these for you where possible.
If you are unhappy with the treatment or service you have received from Avalon Veterinary Clinic you are entitled to make a complaint, have it considered, and receive a response from Avalon Veterinary Clinic.
You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have concerns about the service received from Avalon Veterinary Clinic. We will use our discretion to waive this time limit if there are good reasons why you could not complain earlier.
You can raise your concerns immediately by speaking to a member of staff (e.g. vet, nurse, receptionist or practice manager). They may be able to resolve your concerns without the need to make a more formal complaint.
If you wish to make a formal complaint, please do so in writing to practice manager Anna Pate, by post or by emailing [email protected].
You will receive a response to your complaint within 10 working days. We ask for this period of time as it can take time to gather all the information needed for a full and proper response. However, we will usually respond sooner than 10 working days, and will keep you informed if a response is likely to take longer.
We hope that we are able to resolve your complaint, however, if you wish to escalate your complaint further, we wish to provide you with the options available to you.
1. Veterinary Client Mediation Service (VCMS)
If we are unable to resolve your concern, you may wish to consider independent mediation through the VCMS. The VCMS is a free, voluntary scheme which helps resolve disputes between animal owners and veterinary practices. A trained mediator works with both parties to try and reach a mutually acceptable and fair solution.
Issues the VCMS can help with:
Both you and the vet practice must agree to participate. Once this has been confirmed, the VCMS will guide you through a structured process with a trained mediator, helping you reach a resolution that addresses your concerns.
https://www.vetmediation.co.uk/
Phone: 0345 040 5834
Email: [email protected]
2. Raise a concern with the Royal College of Veterinary Surgeons (RCVS)
The RCVS investigates the most serious concerns affecting a vet’s or vet nurse’s ability to practise safely and professionally. This includes behaviour that falls significantly below expected professional standards.
Contact the RCVS if you're concerned about serious breaches of the Code of Professional Conduct.
What the RCVS can do:
What the RCVS cannot do:
If you’re unsure whether your concern falls within the RCVS remit, please call on 020 7202 0789 or submit a query online at https://www.rcvs.org.uk/submit-your-enquiry.
If you are unhappy with the treatment or service you have received from Avalon Veterinary Clinic you are entitled to make a complaint, have it considered, and receive a response from Avalon Veterinary Clinic.
You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have concerns about the service received from Avalon Veterinary Clinic. We will use our discretion to waive this time limit if there are good reasons why you could not complain earlier.
You can raise your concerns immediately by speaking to a member of staff (e.g. vet, nurse, receptionist or practice manager). They may be able to resolve your concerns without the need to make a more formal complaint.
If you wish to make a formal complaint, please do so in writing to practice manager Anna Pate, by post or by emailing [email protected].
You will receive a response to your complaint within 10 working days. We ask for this period of time as it can take time to gather all the information needed for a full and proper response. However, we will usually respond sooner than 10 working days, and will keep you informed if a response is likely to take longer.
We hope that we are able to resolve your complaint, however, if you wish to escalate your complaint further, we wish to provide you with the options available to you.
1. Veterinary Client Mediation Service (VCMS)
If we are unable to resolve your concern, you may wish to consider independent mediation through the VCMS. The VCMS is a free, voluntary scheme which helps resolve disputes between animal owners and veterinary practices. A trained mediator works with both parties to try and reach a mutually acceptable and fair solution.
Issues the VCMS can help with:
- Concerns about the quality of service
- Fee disputes
- Allegations of negligence
Both you and the vet practice must agree to participate. Once this has been confirmed, the VCMS will guide you through a structured process with a trained mediator, helping you reach a resolution that addresses your concerns.
https://www.vetmediation.co.uk/
Phone: 0345 040 5834
Email: [email protected]
2. Raise a concern with the Royal College of Veterinary Surgeons (RCVS)
The RCVS investigates the most serious concerns affecting a vet’s or vet nurse’s ability to practise safely and professionally. This includes behaviour that falls significantly below expected professional standards.
Contact the RCVS if you're concerned about serious breaches of the Code of Professional Conduct.
What the RCVS can do:
- Investigate whether a veterinary professional should remain on the Register
- Take disciplinary action if serious professional misconduct is proven
What the RCVS cannot do:
- Fine a veterinary professional
- Order a practice to provide treatment, apologise, or refund fees
- Give clinical advice
- Order a veterinary surgeon to pay compensation
- Resolve negligence claims
If you’re unsure whether your concern falls within the RCVS remit, please call on 020 7202 0789 or submit a query online at https://www.rcvs.org.uk/submit-your-enquiry.
