At Portland Vets, we welcome all feedback. If a member of our team has gone above and beyond and you want to let us know or if you would like to share an idea, on how we can improve our facilities or services, we are always happy to hear from you!
Equally, if you are unhappy with any aspect of our service, we genuinely want to know and encourage you to let us know as soon as possible. Without this, we may miss the opportunity to discuss your concerns, provide further explanation, or take steps to put things right where needed.
Our commitment to you
As pet owners ourselves, we understand just how much your pet means to you. If you have any concerns about your experience with us, you can trust that we will listen carefully and openly. We will take the time to understand what has happened and explain things clearly, including any next steps if needed.
A clear process. A Caring Response.
Our Complaints Process
Speak to our team first
If you have any concerns, we encourage you to speak to the team involved. Most issues can be resolved swiftly, and our team values the opportunity to make things right.
Raise a formal complaint
You can email [email protected] All complaints are reviewed centrally for your confidentiality. We aim to deal with all complaints within 18 working days, where possible.
Review & allocation
We will respond to your concerns within 3 working days, either directly or by informing you of who will handle your complaint. Our aim is to resolve issues locally, with the team caring for you and your pet.
Branch Manager review
If your complaint cannot be resolved by the line manager involved, it will be escalated to our Branch Manager, for further review and response.
Senior Practice Manager review
If your complaint remains unresolved, our Senior Practice Manager will review your complaint, and then provide a final response. This step completes our internal complaints process.
Refer to mediation
If you are dissatisfied with our final response, we will guide you to the Veterinary Client Mediation Service, which provides free and impartial mediation.
External escalation
If you are unhappy following our internal complaints procedure, you can escalate your concerns to the RCVS. They address serious professional misconduct only, not service or cost complaints.
Timescales & Accessibility
- 3 working days we aim to respond to your complaint within 3 working days (including Saturdays).
- 18 working days our target is to resolve your complaint within 18 working days.
- Keeping you updated we will keep you informed about any delays and their reasons.
- Accessibility if you need support raising a concern, or would prefer this information in a different format, please let us know. We can adapt how we communicate either by phone, email, or in person.
How to contact us
You can raise a complaint by email at [email protected] or by post to:
Portland Vets, 27 Portland Road, East Grinstead, West Sussex, RH19 4EB.
To help us investigate effectively, please contact us within two weeks and include:
- Your name, address and pet’s name
- What happened and when
- Which staff members were involved
- What you would like the outcome to be
- Whether you would prefer to be contacted by phone, email or letter