Vet in the City – Complaints Procedure

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Complaints Procedure

At Vet in the City, we are committed to providing high-quality, compassionate veterinary care and clear communication. We understand that sometimes things may not go as expected, and we welcome feedback so that we can address concerns promptly and fairly.

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How to raise a concern

If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible. Many concerns can be resolved quickly through an informal conversation.

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You can raise a concern:

In person

By telephone

By email to reception@vetinthecity.com

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Formal complaints

If you wish to make a formal complaint, please submit it in writing (by email or letter), providing as much detail as possible so we can investigate fully.

All formal complaints are overseen by the Practice Management team.

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What happens next

We will acknowledge your complaint within 3 working days

Your complaint will be investigated thoroughly and impartially

We aim to provide a full written response within 10 working days
(If this is not possible, we will keep you informed of progress)

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Our commitment

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We aim to:

• Treat all complaints seriously and respectfully

• Be open and transparent

• Learn from feedback to improve our service

• Raising a complaint will not affect your pet’s care in any way.

 

If you remain dissatisfied

If you are unhappy with the outcome of our investigation, you may request that the matter is reviewed further. You also have the option to contact the Royal College of Veterinary Surgeons (RCVS) for independent advice or to raise a concern.

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A copy of this Complaints Procedure is available at reception or on request.

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