Complaints Procedure

Complaints Procedure.

At The Oundle and Thrapston Veterinary Surgeries we are committed to providing high standards and quality of care for our clients and their pets. We hope that you will never have cause to complain about the standards and service you receive from our team at the practice. However, if you do wish to make a complaint we aim to deal with them in an open and accountable manner.

Therefore we aim to ensure that:

  • Making a complaint is as simple as possible
  • We deal with it promptly, politely and, when appropriate, confidentially
  • We resond appropriately for the incident - for exaple, with an explantation, an apology where mistakes have been made, or information on any action taken.
  • We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

Step 1 - Making a complaint.

We have several methods of making a complaint:

  • Complete a complaints form - these can be collected from the waiting room at either branch, or downloaded from our website by clicking here. Forms can be handed in at reception or posted into either surgery marked FAO the staff member involved.
  • In writing to either branch or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.. Please include dates, your details, pet(s) involved, staff member(s) name, preferred method of communication, contact details and clear and concise details of the incident.
  • Over the telephone – call the appropriate branch and ask to speak to the member of staff involved. If they are not immediately available leave a message with reception and they will endeavour to call you back as soon a possible.
  • Where appropriate, please provide any additional correspondence or evidence.

Please note complaints must be made within 2 months of the date of the incident.

Step 2 – Progression of the Complaint

We aim to respond to you within 2 weeks. This initial contact may only be to inform you that the matter is currently being investigated, or to confirm further details of the incident. We aim to have completed all investigation and be able to have resolved the complaint within 3 months.

Further telephone conversations or face to face meetings may be required to discuss details of the incident or to try to achieve a solution to the problem. These will be arranged at a mutually convenient date, time and surgery location.

Step 3 – Appeal of the Complaint

If you are not happy with the manner in which your complaint is being dealt with, or are not happy with the outcome of your complaint we will then refer your details and details of the complaint on to the practice partners. They will review the details of the complaint and will then arrange a face to face meeting at a mutually convenient time and surgery location to discuss the case and hopefully agree to a satisfactory outcome. Only in cases of serious professional misconduct or allegations of negligence towards a patient will the practice partners be the first point of contact for a complaint.

If we have not been able to come to a satisfactory resolution to your complaint, or you have serious concerns around professional misconduct /negligence you can find information on taking your complaint further at www.findavet.rcvs.org.uk or contact the RCVS direct on 020 7202 0789.

Please be aware that if you are to exhibit aggressive behaviour or behave in a manner which we believe to be unreasonably persistent*1 this may result in:

  • The complaint you have submitted being dismissed
  • The contact you have with the practice being limited
  • The services we are willing to offer you being limited / removed completely
  • The involvement of the police.

*1 unreasonable persistent behavior examples would be

  • changing the basis of the complaint as the investigation proceeds
  • introducing trivial or irrelevant new information at a later stage
  • denying or changing statements previously made
  • making unjustified complaints about staff and asking for them to be replaced
  • refusal to co-operate with the complaints procedure
  • submitting falsified documents
  • Covertly recording meetings and conversation.
  • Refusal to accept the decision and repeatedly arguing points with no new evidence.