Policy statement
We know how important your pet is to you, and choosing a veterinary practice is built on trust. Our team is committed to providing kind, professional, and thoughtful care for both you and your pet, and to making every visit as positive as possible. We always act with honesty and integrity, in line with our responsibilities to our clients, the wider public, and the Royal College of Veterinary Surgeons, with your pet’s health, comfort, and welfare at the heart of everything we do.
We recognise the Financial Conduct Authority Treating Customers Fairly initiative, Principle 6, and believe that open and honest feedback helps us learn and improve. If something has not met your expectations, we genuinely want to hear about it. Raising concerns early gives us the best opportunity to put things right quickly and, where possible, while treatment is still ongoing.
How can I give feedback or raise a concern
You are welcome to contact us in whichever way feels most comfortable for you:
Speak to us in person In the first instance, we encourage you to talk to the person looking after your pet, as many concerns can be resolved straight away. If they are not available, any member of our team will be happy to listen and help. We much prefer to talk things through with you rather than leave you feeling worried or dissatisfied.
Email reception@thevetstationmolesey.co.uk Practicemanager@thevetstationmolesey.co.uk
Telephone 0203 917 5962
Write to us The Vet Station 92 Walton Road East Molesey KT8 ODL
Social media We ask that social media is used respectfully. While we welcome positive engagement, it is not the best place to manage concerns or complaints.
What information should I include
To help us understand and address your concerns as efficiently as possible, it is helpful if you can include:
• Your name and address, along with a preferred contact telephone number and email address • Your pet’s name • The date of your most recent visit • The practice name and, if relevant, the branch visited • A brief explanation of your concerns • What you feel would be a fair or helpful outcome, where appropriate
If you have a concern, we recommend raising it as soon as you can. This allows us to look into the matter while details are still fresh and, where relevant, while care is ongoing.
If a particular member of our team was involved, please include their name if you feel comfortable doing so.
Concerns relating to out of hours or referral services
If your concern relates to an out of hours provider or referral service that is not run by our practice, we kindly ask that you contact the relevant provider directly in the first instance. If you are unsure who provided the service, please speak to one of our team and we will be happy to help clarify this. We would also appreciate being kept informed of the outcome where possible.
What happens when we receive your complaint
We handle all concerns with care, discretion, and confidentiality. We will acknowledge your complaint as soon as reasonably possible and within 7 working days. We may contact you to gather a little more information, so please let us know the best time to reach you.
Some matters require a more detailed review. Where this is the case, we will keep you updated and aim to provide a full response within 14 working days of receiving your complaint. If this is not achievable, we will explain the reason and let you know when you can expect a response.
If you remain unhappy with the outcome
If you feel your concerns have not been resolved through our complaints process, you may wish to contact an independent body such as the Veterinary Client Mediation Service www.vetmediation.co.uk or the Royal College of Veterinary Surgeons https://www.rcvs.org.uk/home/
Thank you for taking the time to share your feedback. Your views matter to us and help us improve the care and service we provide.