Client Complaints Procedure

Client Facing Complaints Policy, version 3. Date published: 10 September 2026. Review date: 10 September 2028.

1. Our Commitment to You

At Malvern Hills Veterinary Practice, we aim to provide high-quality care to our clients and their animals. If you feel that something has gone wrong, we welcome the opportunity to hear your concerns, look into what happened, and put things right where possible.

We view all feedback as an opportunity to learn and improve.

2. How to Make a Complaint

You can raise a complaint in any of the following ways:

2.1 Speak to Us

You can speak to any member of staff in person or by telephone.

We will always try to resolve the issue promptly where possible.

Telephone: 01684 649833
Address: Malvern Hills Veterinary Practice | Unit 7-8 Hanley Workshops | Hanley Swan | Worcestershire | WR8 0DX

2.2 Email Us

Please email your concern to: hello@malvernhillsvets.co.uk

2.3 Write to Us

If you prefer, you may send a written letter to:

FAO Practice Manager
Malvern Hills Veterinary Practice
Unit 7-8 Hanley Workshops
Hanley Swan
Worcestershire
WR8 0DX

3. What We Need From You

To help us investigate, please include:

• Your name and contact details
• Your pet's name
• What happened and when
• Who was involved (if known)
• What outcome you are seeking

4. What Happens Next

Once we receive your complaint:

• Acknowledgement: We will acknowledge your complaint within 5 working days.
• Investigation: A senior member of staff will investigate your concerns. This may include reviewing clinical notes, speaking with team members involved, and gathering any relevant information.
• Response: We aim to provide a full written response within 10 working days. If the investigation takes longer, we will keep you updated.
• Review: If you are not satisfied with the outcome, your complaint can be escalated to the Practice Director for further review.

5. If We Cannot Resolve Your Complaint

If you remain dissatisfied after we have completed our internal complaints procedure, you may seek independent assistance from the Veterinary Client Mediation Service (VCMS), a free and impartial mediation service that helps resolve disputes between veterinary practices and their clients.

Veterinary Client Mediation Service (VCMS)

Website: www.vetmediation.co.uk
Email: enquiries@vetmediation.co.uk
Telephone: 0345 040 5834

In cases involving concerns about the professional conduct or fitness to practise of a veterinary surgeon or veterinary nurse, you may also contact the Royal College of Veterinary Surgeons (RCVS), the regulatory body for the veterinary profession.

Royal College of Veterinary Surgeons (RCVS)

Website: www.rcvs.org.uk
Telephone: 020 7222 2001
Email: professionalconduct@rcvs.org.uk

Please note that the VCMS and RCVS have different roles. The VCMS aims to help resolve complaints through mediation, whereas the RCVS investigates concerns relating to professional conduct and standards of veterinary care. Clients are normally expected to raise concerns with the practice in the first instance before seeking external assistance.

6. How We Use Complaint Information (Data Protection)

We record complaint information securely in line with UK GDPR. Information is stored only for as long as necessary and only shared where required (e.g., VDS, VCMS).

Please contact us if you wish to access or correct your information.

Thank You for Your Feedback

We appreciate the opportunity to learn from your experience and continually improve the care we provide.