Grange Veterinary Hospital is committed to providing an outstanding standard of care and service. We provide ongoing training to all of our staff in all aspects of companion animal practice. We are an accredited practice under the Practice Standards Scheme run by the Royal College of Veterinary Surgeons.
We realise that sometimes things go wrong and there may be occasions when you feel your expectations were not met. When this happens we would like to hear about it so that we can try to put things right. Most problems can be sorted out quickly and easily at the time they arise.
If your complaint cannot be resolved at the time, please contact the Practice Manager, either by letter or by email to manager@grangevets.com. We ask you to put the complaint in writing to enable us to investigate it more thoroughly. We will acknowledge your complaint and inform you when you should expect a reply. We will investigate it by talking to the staff involved to find out what happened and what went wrong. We will then make sure you are informed of the outcome and we will do what we can to make sure the problem doesn’t happen again. We are always striving to improve our standards.
Although we always endeavour to respond to a complaint within 7 working days of receipt, sometimes this is not possible. In such an instance, a member of the team will contact you to update you on the progress of your complaint.
If you are not happy with the outcome, you are always welcome to approach the Royal College of Veterinary Surgeons to inform them of your complaint.