Complaints

There are several ways to raise a complaint and we encourage you to use the method that best suits you:

• Talk with a member of the Reception team and they will log your concerns in the Complaints Book. This does not need to be done at the Reception desk. For privacy, you can request that this discussion happens in a Consult room.
• Send an email to vets@ystwythvets.co.uk. We will acknowledge your email within 2 working days.
• Speak with the Practice Manager.

You will need to provide:

• Your name and contact details 
• Your pet’s name 
• The date of the visit 
• A brief description of your concerns  and
• What you would like the practice to do 

Our team can sort out most complaints quickly, often at the time they arise. Other complaints take a little longer.

What you can expect from us:

Within 5 working days

If this is not possible, then we will still give you an update within 10 days and provide a new timeline for the full response

We will do our upmost to try and address your concerns. However, if you are not satisfied then you can escalate the complaint with the Veterinary Client Mediation Service (VCMS). This is a free an impartial service. They will work with us both to find an acceptable solution. The service they provide is friendly, constructive and free from judgement.