Complaints Handling Policy

We are committed to providing a high-quality veterinary service to all our clients.  If you feel that this has not been provided to you and your pet, then we need you to tell us about it.

If you have a complaint, then you need to inform us, in writing, of the incident, with as much detail as possible, including any names of staff members involved to:

The Practice Manager
McPhersons Veterinary Practice Ltd
166 Southwell Road East
Notts NG21 0EH

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint.
  2. We will then carry out a full investigation of your complaint. This will normally involve checking your clinical records and speaking to the relevant members of staff.
  3. The Practice Manager or a Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter.
  4. At this stage, if you are not satisfied, then you can contact the Royal College Of Veterinary Surgeons:

Professional Conduct Department,
Royal College of Veterinary Surgeons
Belgravia House
62-64 Horseferry Road