Complaints Policy

We strive to offer the highest standards of patient care and customer service at all times. We accept that nobody is perfect and that complaints will occasionally arise. We undertake to investigate complaints in a fair and timely manner. We look on complaints as valuable feedback and a chance to learn and further improve our standards, hence complaints are reviewed regularly to identify any themes emerging and take appropriate action.

Complaints Procedure

If you are in any way unhappy by the service provided, please bring your concerns to the clinician in charge of your pet’s care or a member of the client care or billing team (as appropriate) at the earliest opportunity. We will normally attempt to resolve your concerns by verbal discussion, with involvement of the appropriate line manager if needed.

If serious concerns remain, please address written complaints to the Clinical Director, Davies Veterinary Specialists, Manor Farm Business Park, Higham Gobion, Herts, SH5 3HR or by email to: nwhitley@vetspecialists.co.uk.

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