Making a complaint

If you feel you are having problems with the service you have received, please let us know:
• Talk to the person in charge of your horse’s care – they may be able to resolve your concern there and then
• If they are unavailable, please talk to any other member of our team who will be happy to listen – we would like to hear your concerns as soon as possible
• Alternatively, you are welcome to write to us. Please address all correspondence to our Practice Manager. It would be helpful to provide the following information:
    (i) Your name, address, convenient contact telephone number and email address
    (ii) The name of your Horse
    (iii) The date of your last appointment
    (iv) A brief description of your concerns
    (v) A brief overview of your concerns and how you would like it to be addressed by our team (if at all possible)
    (vi) If any of our team were involved in your concern, it would be helpful if you can provide us with their names.

We will treat any concern you wish to address in confidence. Once a Complaint letter has been received, we will contact you to find out more. Please let us know the most convenient time to speak and the best telephone number to use. We may need to look into the matter further before being able to reach a conclusion; if this is the case we will do our best to do so as quickly as possible and will reply to you as soon as we are able to.

Escalation

If you are not satisfied you may contact the Veterinary Client Mediation Service, www.vetmediation.co.uk

General Feedback

If you have any general comments, please contact us via:
• Email the practice at office@pgequinevets.co.uk
• Alternatively write to the at Page & Gunstone Equine Vets, Overton Heath Stables, Love Lane, Malpas, Cheshire, SY14 7DQ

Thank you for taking the time to give us your feedback.