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Complaints Policy

We hope that you are happy with the service we provide here at Swanspool Veterinary Clinic.  However, if you feel that something has happened that you feel is unsatisfactory, please tell us.  We always take client feedback and complaints very seriously.  Please ensure you communicate with us in a courteous and polite manner, as we will not tolerate any form of abuse. 


Most problems can be sorted out quickly and easily.  Where possible, we encourage clients in the first instance to discuss this with the person in charge of your pet’s treatment, at the time of the problem.


If this hasn’t resolved the problem and you would like to complain formally, please contact us by:


  • Calling us on 01933 222145 (option 3) and discuss with the Practice Manager (you may be asked at this point to confirm the details of your complaint in writing).

  • Emailing us at

  • Writing to the practice and addressing it for the attention of the Practice Manager


We request that you contact us as soon as possible, ideally within 2 weeks of the complaint becoming apparent.  This gives us the best opportunity to investigate and resolve the issue in a timely manner.


Please include the following information to help us in investigating the problem:

  • Your name, address and pet's name

  • What happened?  Tell us about the nature of the complaint

  • When did this happen?

  • Who was involved?

  • What would you like the outcome to be?


Please let us know how you would prefer to be contacted e.g. letter, phone call, email, etc. and include up-to-date contact details.


What we will do

  • We will acknowledge your complaint, usually within 5 working days and inform you who is dealing with your complaint, and when you can expect to receive a reply.

  • In most cases we hope to give you a full reply within 10 working days.Occasionally we may need more time, should this be the case, we will contact you within this time period and advise you of a time frame when you can expect a full reply.


When we investigate your complaint, we will

  • Review your pet’s treatment to fully understand what happened and what went wrong.

  • Make sure you receive an apology, where this is appropriate;

  • Identify what we can do to make sure the problem does not happen again.


What to do if you feel this doesn't resolve your complaint:

We hope that your complaint can be resolved internally as we believe this will give us the best chance of putting right whatever has gone wrong. 

However, this does not affect your right to escalate your complaint to the governing body if you are dissatisfied with the outcome.

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