Policy details

​1. Our commitment

Wellness Vet aims to handle feedback and complaints fairly, promptly, and transparently, with your dog’s wellbeing kept at the centre of the process.

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2. How to raise a complaint

To help concerns be understood clearly and reviewed efficiently, complaints should be submitted in writing by email.

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Email: complaints@wellnessvet.co.uk

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Please include:​

• your name and preferred contact details

• your dog’s name

• a clear description of the concern

• relevant dates and any supporting information you feel is helpful

• the outcome you are hoping for, if known

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3. Timelines

• Acknowledgement: within two working days

• Response: within ten working days, where possible

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If more time is required, Wellness Vet will let you know and explain the next steps.

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If Wellness Vet is temporarily closed (for example, during annual leave), complaints will be acknowledged and addressed on reopening.

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4. How complaints are handled

Complaints are reviewed carefully, with consideration given to relevant records and information. Responses are provided in writing and may include an explanation, an apology where appropriate, and any reasonable corrective steps identified.

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5. Possible outcomes

Outcomes depend on the nature of the concern and may include:

• a clear explanation of what happened

• an apology where appropriate

• corrective actions or changes to processes

• where suitable, repeat performance or a proportionate credit or price adjustment

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Statutory consumer rights remain unaffected.

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6. Record‑keeping and confidentiality

Complaints are recorded proportionately and handled confidentially. Information is stored securely and managed in line with UK data protection requirements.

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7. Record‑keeping and confidentiality

Wellness Vet encourages concerns to be raised directly in the first instance. Where a complaint cannot be resolved through this process, the following options may be considered.

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The Veterinary Client Mediation Service (VCMS)​

Independent mediation may be available through the Veterinary Client Mediation Service (VCMS), a voluntary scheme that helps resolve disputes between animal owners and veterinary practices with a trained mediator. Participation requires agreement from both parties.

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Further information is available at:
https://www.vetmediation.co.uk/

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Raising a concern with the RCVS​

The Royal College of Veterinary Surgeons (RCVS) is the regulator for veterinary surgeons and veterinary nurses. The RCVS considers concerns relating to professional conduct and fitness to practise.

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Guidance for animal owners is available at:
https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care

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8. Questions

If you have questions about this policy, these can be discussed calmly and clearly.​

Email: complaints@wellnessvet.co.uk