Waterlooville Vets4Pets Complaints Procedure

We appreciate all feedback from our clients, whether that is positive or negative, as this
is a way of making sure we continue to improve our service to our patients. We hope you won’t experience anything negative whilst visiting us but, if you do, this is the procedure we would suggest for you to follow.

We would recommend the best approach initially is to arrange to discuss the matter
with the staff member concerned or their line manager. However, if you feel that your
complaint is best dealt with in a more formal way, then the following approach is used
at this practice:

1. Please write an email or letter, addressed to ‘The Joint Venture Partners’ to
either of the addresses below as soon as possible after the event.

Waterlooville VetsPets
Inside Pets at Home,
Wellington Retail Park,
Hambledon Road,
Waterlooville,
Hampshire,
PO7 7FG

Email: waterlooville@vets4pets.com

Please include all relevant details and substantiating evidence in this letter.

2. We will acknowledge receipt of your complaint by means of a reply within
five days of receiving your letter.

3. We will then investigate the matter and provide a full written response within two weeks.

We aim to provide the best possible service for you and your pet, and consequently we will treat any complaint in a most serious fashion.