Complaints Procedure
 

We're committed to providing a high standard of care but we understand there may be times when we miss the mark. If you are unhappy with any aspect of the service you have received, please let us know. We value all feedback and welcome the opportunity to learn from your experience.

We encourage you to raise any concerns with a member of our team at the time of service. This gives us the opportunity to understand what has happened and resolve the matter as soon as possible.

If you’re unable to raise your concern at the time, or if you are not satisfied with the resolution offered, we ask that you submit your complaint in writing.

Complaints can be sent by email to management@originvetsclinic.co.uk or in writing. Please address written complaints to:

Practice Manager
Origin Vets Clinic,
Unit 13 River Bridge Business Park,
Cardiff
CF23 9FP
 

Please provide as much information as possible, including your name, name of a pet if the complaint related to their care, details of what happened and how you feel we could have handled the situation differently. This will help us investigate your concerns fully.

We will acknowledge receipt of your complaint within seven working days and will let you know the expected timeframe for providing a full response
 

If, after receiving our response, you do not feel that we have reached a suitable resolution, you can contact the Veterinary Client Mediation Service (VCMS) for free and impartial advice and mediation.

You can contact VCMS through:

Website: www.vetmediation.co.uk
Telephone: 0345 040 5834