Complaints and Standards

Complaints and Standards

Belmont Farm and Equine Vets Ltd is committed to providing an exceptional standard of service and care.Belmont Farm and Equine Vets provides ongoing training to its staff regarding all aspects of veterinary care.

We realise however that things can sometimes go wrong and there may be occasions when you feel your expectations were not met. When this happens we want to hear about it so that we can try to put things right.

Most problems can be dealt with easily and quickly, often at the time they arise and directly with the person concerned.

If your complaint cannot be resolved, you should then write to us. Your complaint will be handled by a Director who will either contact you, correspond with you or meet with you as appropriate to the complaint. Regretfully, we are unable to investigate complaints made more than 6 months after the event.

Please include the following to assist us in investigating the problem.

Why: The nature of the complaint/problem,

When: The problem occurred,

Who: Which staff were involved,

What: You are hoping for, as an outcome.

Complaints should be addressed to a Director.

What we will do

We will acknowledge your complaint within five working days of receipt, informing 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 fifteen working days but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be in a position to offer you an explanation, and /or the results of our investigation.

When we look into your complaint, we will aim to:

• Find out 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 are still unhappy

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and is an opportunity for us to improve our practice. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.

Belmont Farm and Equine Vets Ltd