Raising a Concern
Information for Clients
At White Cross Vets we are committed to delivering the highest standard of pet care. One of the ways in which we can continue to improve the service that we offer you and your pet is by listening and responding to your feedback.
Whilst we hope you will be fully satisfied with the service you have received and will tell your friends about us, if you do have a concern; we want you to tell us, in order that we can work with you to address your concerns and improve our service.
• We aim to respond to any complaint quickly and effectively. In the first instance contact the practice you visited directly outlining your concerns, which in many cases will hopefully lead to a complete resolution.
• If the response you receive does not resolve the complaint to your satisfaction, we ask that you then submit your concerns in writing directly to the practice for the attention of the Clinic Director, outlining clearly the details of your complaint, the team member concerned if known, the consequences for you as a result, and the solution you are seeking. All communication at this stage will be in writing, either email or by letter as there is a need to ensure thorough recording of all correspondence.
• Upon receipt of your letter, you will receive a written acknowledgement advising that the matter will be investigated fully with the team. At this stage your concerns will be re-addressed and a formal written response will be issued in a timely manner, typically within two weeks. Our aim is to resolve all matters as quickly as possible however inevitably some issues will be more complex and will take longer to fully investigate. We will keep you informed should this be the case.