How to Make a Complaint
We are commited to providing a high quality veterinary service to all of our clients and their pets. If you feel that this has not been provided to you and your pet, then please tell us about it.
If you wish to make a formal complaint, we would like you to let us know in writing as soon as possible, as this will allow us to establish what happened more easily. Please include as much information as possible to help us investigate the problem fully.
Important things to include -
- What is the nature of the complaint or problem.
- Where it happened
- When it occured
- Who was involved - giving names if possible
- What you would like to see as the outcome.
Please address your complaint to
Mr Geoff Clarke (Principal Veterinary Surgeron
Advance Veterinary Care
Unit 7 Rosevale Industrial Estate
Moira Road
Lisburn
BT28 1RW
or email it to [email protected] marked confidentail and for Mr Clarke's attention.
We will acknowlege your complaint within 5 working days. In most cases the investigation will be carried out by Mr Clarke. We hope to give you a full reply within 14 days, but if it is going to take longer we will get in touch to let you know.
Mr Clarke will look into your complaint with the aim to
- find out what happened and what went wrong
- make sure that you receive an appology, where this is appropraite
- identify how we can prevent a similar problem from happening again.
We hope that if you do have a problem that you will use our practice complaints procedure to tell us about it and give us a chance to put things right and identify any areas we can improve on. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the results of our investigation.
