Complaints procedure
Complaints Procedure
At Behavioural Referrals Ltd Veterinary Practice, we are committed to providing the highest standard of care for our patients and excellent service to their caregivers and referring veterinary practices. We recognise that, on occasion, things may not go as expected. If this happens, we welcome the opportunity to address your concerns, resolve any issues where possible and use your feedback to improve our services.
How to raise a concern
If you are dissatisfied with any aspect of the service you have received, please contact us as soon as possible so that we can work with you to resolve the matter.
You can contact us by:
Telephone: 01244 377 365
Email: office@brvp.co.uk
Post: Behavioural Referrals Ltd Veterinary Practice, 10 Rushton Drive, Upton, Chester, CH2 1RE
You may speak to a member of our team, who will ensure your concern is passed to the appropriate person.
What happens next?
We aim to resolve concerns promptly and informally wherever possible.
If your concern cannot be resolved immediately, it will be treated as a formal complaint.
When we receive a formal complaint, we will:
- Acknowledge receipt of your complaint within five working days.
- Investigate the circumstances thoroughly and fairly.
- Keep you informed if our investigation is likely to take longer than expected.
- Aim to provide a full written response within eight weeks of receiving your complaint.
If additional time is required due to the complexity of the matter, we will explain why and provide an updated timeframe.
Our commitment
We will:
- Treat your complaint seriously and respectfully.
- Carry out an impartial investigation.
- Keep your information confidential where appropriate.
- Explain our findings clearly.
- Apologise where we have fallen short and take appropriate action to prevent similar issues occurring in the future.
Making a complaint will not affect the care that you or your pet receives from our practice.
If your complaint relates to your referring veterinary practice
Behavioural Referrals Veterinary Practice is an independent referral practice. If your concern relates to treatment or services provided by your referring veterinary practice, you should contact that practice directly.
If your complaint relates to any aspect of the care or service provided by BRVP, we will investigate it in accordance with this procedure.
If you remain dissatisfied
If we are unable to resolve your complaint to your satisfaction, we will explain any further options available to you.
Information about the regulation of veterinary surgeons and veterinary nurses can be found on the RCVS website. Concerns regarding professional conduct may be referred to the Royal College of Veterinary Surgeons where appropriate.
Learning from feedback
We value all feedback, whether positive or negative. Complaints help us identify opportunities to improve our services, procedures and communication. We keep a record of formal complaints and regularly review them to support continual improvement.