Rata Veterinary Surgery Complaints Procedure

Our Commitment

At Rata Veterinary Surgery, we are committed to providing the highest standards of veterinary care and customer service. We value feedback from our clients and recognise that concerns or complaints can provide valuable opportunities to improve our services.

If you are dissatisfied with any aspect of the care, service or communication you have received, we encourage you to let us know. We take all complaints seriously and are committed to investigating them fairly, promptly and transparently.

What We Can Investigate

We can investigate complaints relating to services provided directly by Rata Veterinary Surgery, including:

• The clinical care provided by our veterinary surgeons and veterinary nurses.
• Communication with clients.
• Administrative, appointment booking and customer service processes.
• Fees, invoices and charges issued by Rata Veterinary Surgery
• The professionalism and conduct of our team members.

Where a concern relates to a service provided by another organisation or supplier, we will advise you where your complaint may be more appropriately directed. Where relevant, and with your knowledge, we will work with external parties to ensure your concerns are properly considered and investigated.

How to Make a Complaint

Complaints can be submitted to Libby Sebborn, Practice Manager by:

Telephone: 07365 926189
Email: libby@ratavetsurgery.co.uk

To help us investigate your concerns effectively, please provide:

• Your name and contact details.
• Your pet’s name.
• The date of the appointment, treatment or service concerned.
• A clear description of your concern or complaint.
• Any supporting information or documentation.
• The outcome you are seeking, if applicable.

What Happens Next?

Acknowledgement

We will acknowledge receipt of your complaint within five working days.

Investigation

Your complaint will be reviewed by an appropriate member of the management team who was not directly involved in the matter wherever possible.

Our investigation may include:

• Reviewing relevant clinical records.
• Speaking with the veterinary professionals and team members involved.
• Reviewing correspondence and administrative records with the referring practice.
• Contacting you for additional information, if required.

Our Response

We aim to provide a full written response to your complaint within eight weeks.

Our response will include:

• A summary of our findings.
• Any action taken or proposed in response to the complaint.
• Any improvements identified as a result of the investigation.
• Information about any further options available should you remain dissatisfied.

If our investigation is likely to take longer than eight weeks, we will keep you informed of progress and explain the reasons for the delay.

If You Remain Dissatisfied

If we are unable to resolve your complaint through our internal complaints procedure, we will provide information regarding any approved independent mediation service available under the requirements of the Competition and Markets Authority (CMA).

Rata are committed to participating in any appropriate mediation process in good faith and in the interests of achieving a fair and reasonable resolution.

Professional Conduct Concerns

If your complaint relates to the professional conduct or fitness to practise of a veterinary surgeon or veterinary nurse, you may also wish to contact the:

Royal College of Veterinary Surgeons (RCVS)
Website: www.rcvs.org.uk

Learning from Feedback

All complaints and feedback are recorded, reviewed and evaluated as part of our commitment to continuous improvement.

Where appropriate, lessons learned from complaints are used to enhance our clinical care, communication, customer service and administrative processes, helping us to provide the best possible experience for our clients.

September 26