Complaints policy

We hope you’ll never need to complain about the service you receive from Filey Vets. But if something has happened that you feel is unsatisfactory, please tell us. We take complaints very seriously.

Most problems can be sorted out quickly and easily. The best way is to talk to the person looking after your pet at the time.

Making a formal complaint

If that hasn’t resolved the problem and you’d like to complain formally, please let us know as soon as you can:

• Phone the practice on 01723 513119 and ask for the practice manager
• Email the practice manager, Nik Atkinson, at nik@fileyvets.com
• Write to the practice manager at Filey Vets, 1 Station Avenue, Filey YO14 9AH

Please try to contact us within 2 weeks. That gives us the best chance to look into the issue and put it right.

To help us investigate, please include:

• your name, address and pet’s name
• what happened
• when it happened
• who was involved

Please also tell us how you’d prefer us to contact you: by letter, phone or email.

What we’ll do

• We’ll acknowledge your complaint within 5 working days and tell you who is dealing with it and when to expect a reply.
• In most cases we aim to give you a full reply within 14 working days. If it’s going to take longer, we’ll get in touch to tell you what’s happening.

When we look into your complaint, we will:

• find out what happened and what went wrong
• make sure you receive an apology, where appropriate
• identify what we can do to make sure it doesn’t happen again

If your complaint isn’t resolved

If you feel your complaint is still unresolved after our complaints procedure, you can contact the Veterinary Client Mediation Service (VCMS). It offers impartial mediation to help resolve complaints.

We hope that if you have a problem, you’ll use our complaints procedure first. We believe it gives us the best chance of putting right whatever has gone wrong. This doesn’t affect your right to approach the Royal College of Veterinary Surgeons if you’re unhappy with the outcome.