Complaints Procedure

At M N Mollon and Partners Ltd Veterinary Practice, we strive to provide the best possible care and service to clients, their horses, and pets. We welcome your feedback, comments and suggestions so that we can endeavour to improve and enhance our service to be best suited to our client’s needs. We understand that there may be times when our clients are dissatisfied and wish to make a complaint. We take all complaints seriously and are committed to addressing them promptly and fairly.

This complaints procedure outlines the steps to follow when clients wish to make complaint.

Initial Discussion:

If you have a complaint, we encourage you to discuss it with a member of our staff as soon as possible. They will listen to your concerns and try to resolve the issue immediately. Most complaints can be resolved at this stage, and we value the opportunity to address any problems promptly. In the first instance, please kindly inform the attending veterinary surgeon about any concerns regarding your horse's care, enabling them to promptly address and resolve the issue. If the veterinary surgeon is unavailable, please raise your concern with a member of our team, who will be happy to help you or direct you to the most appropriate personnel.

Dispute regarding fees

If you have any cause to dispute the fees on your invoice, please send written notice to our Practice Manager/Credit Controller within 7 days of receiving your invoice. Details of our payment Terms and Conditions of Business can be found on our invoices and website.

Formal Complaint:

If your complaint cannot be resolved through an initial discussion or if you prefer to make a formal complaint, please submit your complaint in writing, preferably via email or alternatively via letter, addressed to the Practice Manager.

Please include as much detail as possible regarding the nature of the complaint and include the following:

Your name, address and convenient contact telephone number and email.
The name of your horse or pet and the date it was attended relevant to this complaint.
The name of the attending vet and, where relevant, location of the visit.
A brief description of your concerns and any additional details to help us understand the situation.
A summary of what, in your opinion, we can do to best to resolve your concerns.

Acknowledgement

Upon receiving your written complaint, we will acknowledge it in writing within 7 working days. This acknowledgment will include the name and contact information of the person responsible for handling your complaint. We will investigate the situation surrounding the complaint and will respond in writing as quickly as possible. We may need to contact you for further information. In normal circumstances, we aim to have addressed your complaint within 14 days of receipt and inform you of any decision that is made regarding your complaint.

Dissatisfaction of response and escalation:

If you are not satisfied with the response provided you are welcome to contact us again so that we can review the handling of your complaint and ensure that it has been dealt with consistently and fairly. If you are still not satisfied with the service or care that we have provided, and we have been unable to resolve your complaint, you are free to contact the RCVS if you feel that there has been any potential professional misconduct or breach of duty on our part.

Information regarding this procedure and the veterinary mediation service can be found on the RCVS website. https://animalowners.rcvs.org.uk/concerns/i-want-to-raise-a-concern-about-a-veterinary-surgeon/