OralVet Referrals - Complaints policy

At OralVet Referrals, we are committed to providing high-quality veterinary care and excellent client service. We welcome feedback from clients and referring veterinary practices because it helps us review and improve our services.
If you are unhappy with any aspect of the care or service you have received, please let us know so we can investigate your concerns promptly, fairly and respectfully.

Complaints should be sent by Email to: hello@oralvet.co.uk
You may also write to the Practice Manager at: OralVet Referrals, Brighton Vet Clinic, Sussex House, Crowhurst Road, Brighton, BN1 8AF.

To help us investigate efficiently, please include your full name, preferred contact details, your pet's name, the date or dates of the appointment, treatment or communication concerned, a clear description of your concerns, the names of any team members involved, where known, any supporting information or documents, and the outcome you would like us to consider.
If you need assistance making your complaint, please contact us and a member of the team will be happy to help.

Acknowledgement
We will acknowledge receipt of your complaint within 2 working days. The acknowledgement will confirm who is handling the complaint and, where possible, when you can expect a full response.

Investigation
Your complaint will be investigated by the Practice Manager or an appropriate senior member of the team. Where reasonably possible, the person leading the investigation will not have been directly involved in the matter complained about. We may review the clinical and administrative records, speak with the veterinary surgeons, veterinary nurses or other team members involved and contact you if further information or clarification is required. We may also seek advice from relevant professional or indemnity organisations where necessary.

Response
We aim to provide a full written response within 10 working days of receiving your complaint. If the matter is complex, involves several people, requires external information or cannot reasonably be completed within this period, we will contact you to explain the delay and provide an updated timescale. Our written response will normally summarise the concerns raised, explain the investigation undertaken, set out our findings and identify any actions or learning arising from the complaint.

If you remain dissatisfied after receiving our response, you may request that your complaint is reviewed by one of the Practice Directors. Where appropriate, you may also seek independent advice from the Royal College of Veterinary Surgeons (RCVS) regarding concerns about professional conduct https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care or the Veterinary Client Mediation Service (VCMS) for independent mediation https://www.vetmediation.co.uk/.

We will treat every complaint seriously and courteously. We will investigate complaints fairly, objectively and proportionately. We will maintain confidentiality and share information only when necessary. We will keep you informed throughout the process and provide a clear written outcome. We will use feedback to improve our services and patient care. Making a complaint will not adversely affect the care your pet receives.

All complaints are handled in accordance with UK data protection legislation and our confidentiality and privacy policies. Information relating to complaints will only be shared with those directly involved in investigating the matter or where disclosure is required by law, regulation, professional duty or an insurer. Complaint records will be stored securely and retained in accordance with the practice record-retention policy.

We understand that making a complaint can be stressful. We will remain respectful and professional throughout the process and ask complainants to do the same. Threatening, abusive, discriminatory or persistently unreasonable behaviour towards our team will not be accepted and may result in communication being restricted to a nominated contact or written correspondence only.

Complaints will be reviewed as part of clinical governance and practice management. Relevant learning, corrective actions and service improvements will be recorded and monitored.

This policy is reviewed annually or sooner if required following changes in legislation or professional guidance.

Email: hello@oralvet.co.uk
OralVet Referrals,
Brighton Vet Clinic,
Sussex House, Crowhurst Road,
Brighton,
BN1 8AF