Complaints procedure
As a practice it is our mission to provide compassionate, high quality care for our patients on a continuous basis.
If you have any concerns regarding the service or care you have received from us then we kindly request you contact us at the earliest available opportunity.
In the first instance we would encourage you to discuss your concerns with the team member responsible for your pet, usually the case Vet. In many cases issues can be resolved quite quickly in this way.
Alternatively you may send your complaint in via email or post to the Practice Manager, details of how to do this can be found at the bottom of this page.
Your complaint will be acknowledged withing 3 working days, however it may take some time to investigate your complaint before a full response can be given. We will endeavour to keep you updated with an anticipated response time, this may vary on a case by case basis.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at The Meopham Veterinary Hospital and Swanscombe, Sevenoaks and Tonbridge Veterinary Surgeries know what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely manner
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of of The Meopham Veterinary Hospital and Swanscombe, Sevenoaks and Tonbridge Veterinary Surgeries.
Where Complaints Come From
Complaints may come from clients or members of the community. A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints of staff who should use The Meopham Veterinary Hospital’s Discipline and Grievance policies.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with management team.
Review
This policy is reviewed regularly and updated as required.
Contact Details for Complaints:
By email at enquiries@meophamvets.co.uk for the attention of the practice manager.
Alternatively complaints may be made in writing or over the phone to the individual branches:
Meopham Veterinary Hospital Swanscombe Veterinary Surgery
Wrotham Road 41-43 Swanscombe Street
Meopham Swanscombe
Kent Kent
DA13 0QG DA10 0BQ
01474 815 333 01322 381 999
Tonbridge Veterinary Surgery Sevenoaks Veterinary Surgery
9 Higham Lane 104 Seal Road
Tonbridge Sevenoaks
Kent Kent
TN10 4JB TN14 5AU
01732 798 300 01732 740 999