Complaints Procedure

Daisy Street Vets aim to provide you and your pet with the best possible service and care whilst

remaining in line with our professional code of conduct set by the Royal College of Veterinary 78Surgeons and the Financial Conduct Authority’s (FCA). We strive to provide the best services we can and feedback, both positive and negative, helps us make improvements where needed. Please do feel you can speak directly to us if you have any concerns. If you wish to make a complaint, or raise a concern, you should raise it initially with one of the team here at our practice.

You can do this in 1 of 3 ways:

1. Tell us in person – In the first instance we would encourage you to tell a member of our team;

they may be able to resolve your concern there and then.

2. Telephone us on 01254 53622 to discuss your concern.

3. Write to us at Daisy Street Vets, Blackburn, BB1 5EW.

When making a complaint, please provide the following information: Your name, address and preferred and convenient contact telephone number, The name of your pet, The date on which you last attended the practice, A brief description of your concerns, A summary of what in your opinion we can do to best deal with your concerns and resolve the matter. If you have a concern, it is best to raise it as soon as possible to make it easier for us to

investigate and resolve the matter.

What happens after the complaint has been raised?

Upon receiving your initial correspondence, one of the practice owners or our practice manager will Will try to contact you as soon as practically possible, to discuss your concerns. We may need to investigate the matter further before being able to reach a conclusion. We will do our best to look into your concerns as quickly as possible and will reply to you as soon as we are able. If the issue is not resolved within 5 days it becomes an actionable complaint. At this point the practice will acknowledge the complaint in writing, within 5 days, and assign a named contact.

Following an investigation we will write to you with our findings within 8 weeks (or 12 weeks if there is an unavoidable delay). The response will detail how we investigated, what we will do to put it right and your next escalation option. You should file your complaint within 12 months of the incident.

What if I am unhappy with the outcome?

If you are not satisfied with the outcome of this process, we would urge you to reply to the correspondence we have sent so that we may review your ongoing concerns. In the event of the complaint not being resolved, independent mediation is available via the Veterinary Client Mediation Service (VCMS) www.vetmediation.co.uk If your concerns are regarding serious professional misconduct or criminal activity you should contact the Royal College of Veterinary Surgeons (RCVS) https://www.rcvs.org.uk/home/

What happens if I wish to complain about the out of hours or referral service?

In the event your complaint is relating to treatment at Armac out of hours vets or a referral centre, you should direct the complaint to that Veterinary Practice. If you are not sure who the complaint should be directed to please speak to a member of our team to clarify. We would also appreciate it if you could keep us updated on the outcome.

General feedback

If you have any general comments please contact us at the practice.

Daisy St Vets

Company Registration no 06556557