Beltempo Veterinary Centre is committed to providing an exceptional standard of service and care. We provide ongoing training to our staff regarding all aspects of companion animal practice.

We realise however that things can sometimes go wrong and there may be occasions when you feel your expectations were not met.  If this happens, we want to hear about it so that we can try to put things right. Most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.

If your complaint cannot be resolved in this way, you should follow the procedure below.

A Guide to Making A Complaint

If you wish to make a formal complaint, please let us know in writing as soon as possible; this will enable us to establish what happened more easily. Regrettably, we are unable to investigate complaints made more than 3 months after the event.

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

• The nature of the complaint/problem.
• The date of when problem occurred.
• Which staff were involved.

• What you are hoping for as an outcome.

Complaints should be addressed to the Practice Manager by post or by email to info@beltempo.co.uk

What we will do

We will acknowledge your complaint within 7 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 expect to give you a full reply within 21 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 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 to improve our practice.  If you remain unsatisfied with the outcome of our investigation and response, we will engage with a mediation process with Veterinary Client Mediation Service (VCMS).  This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.