Harrison Family Vets Complaints Policy and Client Feedback
Here at Harrison Family Vets, we strive to give you and your pet the best possible experience and care. We value your feedback so we can keep improving. When you raise a concern, you can expect us to listen, investigate fully, involve the right people, keep you updated, and learn from what you tell us.
Making a Complaint
• In the first instance, tell the person in charge of your pet’s care as they may be able to resolve things there and then.
• If they’re unavailable, any member of our team will be happy to help. We’d much rather talk to you about it now to have the opportunity to reach resolution at the earliest opportunity.
• Prefer to write? Email feedback@harrisonfamilyvets.co.uk with the name of your usual clinic, or post/hand a letter in to reception for the attention of the Clinic Director or Practice Manager. Please include your contact details, your pet’s name, the date you last attended, a brief description of your concerns, and what you feel would best resolve them.
• The sooner you let us know, ideally within three months of the event, the easier it is for us to investigate properly while things are fresh.
• If any team members were involved, their names are helpful.
• Complaints about an Out of Hours service or Referral treatment not provided by us should go to the relevant provider first; ask us if you’re unsure who that is, and please keep us updated on the outcome.
What Happens Next
We treat everything you raise in confidence and will aim to contact you to find out more. We’ll acknowledge your complaint within 3 working days and aim to respond in full within 14 days of receiving it. If we need longer, we’ll keep you informed of our progress.
Taking It Further
Not satisfied with the outcome? Email feedback@harrisonfamilyvets.co.uk, marking it ‘FAO Management Team’, and it will be redirected to the appropriate person.
General Feedback & Privacy
Got general comments? Email feedback@harrisonfamilyvets.co.uk or hand them in to reception. Your personal information is handled in line with our Privacy Policy at www.harrisonfamilyvets.co.uk/privacy.
Thank you for taking the time to give us your thoughts.
Escalation
If you are not satisfied with the outcome of this process, should you wish to raise a formal complaint, we ask that you contact the practice in person, by telephone or in writing (for the attention of the Clinic Director) within three months of the complaint event. The Clinic Director will then investigate your complaint thoroughly.
General Feedback
If you have any general comments please complete the feedback form below.
Alternatively, email the practice your practice or write to the Clinic either via post or hand in to reception.
Thank you for taking the time to give us your thoughts.