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Complaints Procedure for Clients

We hope that you will never have cause to complain about our staff, or the standard of care that we provide your pets.

However, should you have any concerns at all, please speak to the senior member of our nursing team, or the senior veterinary surgeon, at the relevant branch. Most problems should be able to be sorted out at this level.

More serious complaints must be addressed, in writing, within 28 days to the Practice Manager, Mrs Emma Pember RVN. We will then fully investigate the complaint and respond to you, also in writing within 21 working days.

If you are not happy with the way that our team handle a complaint regarding the professional conduct of one of our Veterinary Surgeons, or Registered Veterinary Nurses, then you may contact the Royal College of Veterinary Surgeons Professional Conduct Department.

Valley Vets will not tolerate any aggressive, or abusive, behaviour to any staff member at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.