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Complaints Policy
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Phoenix Vets Ltd

Last updated: 19th September 2025

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At Phoenix Vets, we are committed to providing high-quality veterinary care and excellent customer service. However, we understand that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right and improve in the future.

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1. How to Raise a Complaint

We encourage you to raise any concerns as soon as possible, so we can resolve them quickly and informally if possible.

You can raise a complaint by:

  • Speaking to a member of our team in person at reception

  • Calling the practice: 01509 270997

  • Emailing us: reception@phoenixvets.uk

  • Writing to us at:
    Phoenix Vets Ltd
    The Gables, Bishop Meadow Road, Loughborough. LE11 5RE

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2. What to Include in Your Complaint

To help us handle your complaint efficiently, please include:

  • Your full name and contact details

  • Your pet’s name

  • The date and details of the incident or issue

  • Names of staff involved (if known)

  • What outcome or resolution you are seeking

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3. What Happens Next?

Once we receive your complaint:

  1. Acknowledgement
    We aim to acknowledge your complaint within 3-5 working days.

  2. Investigation
    A senior member of staff (usually the Practice Manager or Clinical Director) will investigate the matter thoroughly.

  3. Response
    We aim to provide a full response within 14 working days. If more time is needed, we’ll keep you updated.

  4. Resolution
    If your complaint is upheld, we will explain what went wrong, take responsibility, and let you know what actions we are taking to prevent a recurrence.

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4. If You're Not Satisfied

If you are not happy with our response, you may escalate your complaint to the Royal College of Veterinary Surgeons (RCVS), the regulatory body for veterinary professionals in the UK.

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RCVS Contact Details:
Website: www.rcvs.org.uk
Phone: 020 7202 0789
Email: info@rcvs.org.uk
Address: Royal College of Veterinary Surgeons, Belgravia House, 62–64 Horseferry Road, London SW1P 2AF

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Please note that the RCVS does not resolve complaints about fees or compensation, but can investigate issues related to professional conduct.

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However we recognise that some complaints can escalate resulting in strong emotions where the owner and the practice are no longer able to communicate effectively, or when an owner feels dissatisfied with the response from the practice.

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The VCMS can mediate complaints concerning the customer service, or the standard of care provided by a veterinary practice.

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Veterinary Client Mediation Service Contact Details;

Website: https://www.vetmediation.co.uk/

Phone: 0345 040 5834 and press option 1

Email: enquiries@vetmediation.co.uk

Address: Veterinary Client Mediation Service, 6 Market Square, Bishop’s Stortford, Hertfordshire, CM23 3UZ

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5. Feedback Is Always Welcome

We value all feedback — whether positive or negative — as it helps us learn and improve. Thank you for helping us deliver the best possible care for you and your pets.

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