Practice Complaints Policy

Meadow Lane Vets aims to provide a high standard of service which meets your requirements. We believe that this high standard should be achieved in everything we do. However, occasionally things may not go as well as we would want and, if you are not satisfied with any aspect of the service you receive, then we want to know.
If you feel that we have failed to provide the quality of service that you expect, or if you believe that we could do something better, we have a procedure in-place to investigate the matter. This is as follows:

What you need to do
In order to deal with your complaint quickly and effectively, please inform the Veterinary Surgeon, Veterinary Nurse, or Receptionist that has been handling your pet, of your concerns/complaint. The individuals involved in the matter will endeavour to resolve the matter to your satisfaction. However, if you are not satisfied with the outcome, or if you feel uncomfortable about raising the matter with the person concerned, you can raise the matter more formally by either:

• Asking to speak with the Practice Manager or the Practice Principal in person; or
• Phoning the Practice on 01509 212437 and asking to speak to the Practice Manager or the Practice Principal; or
• Emailing your complaint to vets@meadowlanevets.co.uk ; or
• Writing us a letter addressed to the Practice Manager at Meadow Lane Vets, 9 Meadow Lane, Loughborough, LE11 1JU

What we will do
We will investigate the circumstances that have resulted in your complaint and, where appropriate, we will try to put measures in place to prevent a similar event happening again. We will provide a response detailing the conclusions of our investigations and the actions we have taken.
If you complain in person we will try to deal with your complaint at that time. If we need to investigate further then we will aim to provide a response within 15 working days.
If you complain by letter or by email, we will also aim to respond within 15 working days.
We will always try to provide a response as quickly as we are able, and within the timescales indicated but, in some cases, it may take longer to complete the investigation. If this is the case then we will keep you updated by email so please ensure that we have your up-to-date email address.

What to do if you are not satisfied with the outcome of your complaint
If you are dissatisfied with the outcome of the complaint, please inform the Practice Manager or the Practice Principal in writing, either by email or by letter, so that we can try to resolve your concerns. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the outcome of your complaint.