Verbal Complaint

• At Shepherds Veterinary Practice we endeavour to always provide the highest levels of clinical and support care to our customers.
• If a client feels that we have failed to deliver on our normal high standards we would encourage them to raise their concerns immediately and our team will do their best to resolve the matter. Our team member may escalate the matter to their team manager if they feel this is required.

Written Complaint

• If a client is dissatisfied with our response to their verbal complaint or if they feel it would not be appropriate to raise their compliant immediately, then the complaint should be put in writing.
• Letters or e-mails should be addressed to Julia Collins, practice manager at our Bridgend hospital or e-mailed to juliacollins@shepherdsthevets.co.uk.
• A letter of acknowledgement will be sent within 7 days; this may ask for further details if not initially provided.
• From receiving the details of the complaint, a detailed replied will be sent within 21 days. If further correspondence is entered into, clients may be asked to attend an appointment in person (possibly including a re-examination of the animal in question).

Complaint Escalation

• If a client is not satisfied with the practice's response, they can escalate the complaint to the Veterinary Client Mediation Service or The Royal College of Veterinary Surgeons. 
• The VCMS provides impartial mediation to help find a resolution. 
• The RCVS regulates the professional conduct of vets and can investigate serious complaints.