Policy details

​1. Our commitment

Wellness Vet aims to handle feedback and complaints fairly, promptly, and transparently.

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2. How to raise a complaint

To help a concern be understood clearly and handled efficiently, complaints should be submitted in writing by email.

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Email: complaints@wellnessvet.co.uk

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Please include:

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• 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 you know)

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3. Timelines

• Acknowledgement: within two working days

• Response: within ten working days, where possible

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

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If Wellness Vet is temporarily closed (for example, annual leave), the complaint will be acknowledged and actioned on reopening.

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4. How complaints are handled

Wellness Vet will review the relevant records and information and respond in writing. Where appropriate, this may include an explanation, an apology, and any corrective steps identified.

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5. Possible outcomes

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

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• 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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This does not affect statutory consumer rights.

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6. Record‑keeping and confidentiality

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

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7. Record‑keeping and confidentiality

Wellness Vet encourages concerns to be raised directly first. If a complaint cannot be resolved through Wellness Vet’s process, the following options may be considered.

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The Veterinary Client Mediation Service (VCMS)

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Independent mediation may be available through the 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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VCMS information can be found here:
https://www.vetmediation.co.uk/

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Raising a concern with the RCVS

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The RCVS is the regulator for veterinary surgeons and veterinary nurses. The RCVS considers concerns relating to professional conduct and fitness to practise, commonly described as serious professional misconduct.

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RCVS guidance for animal owners can be found here:
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.

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Email: complaints@wellnessvet.co.uk