Raising a Concern

We work hard to provide the highest standards of patient care and customer service at all times and welcome compliments, suggestions, or concerns about the service you have received from any of the Oathall Veterinary Group team. We welcome feedback on social media but ask that this form of communication is used appropriately and respectfully; it is an inappropriate platform for managing concerns.

We are aware that things can however occasionally go wrong. If this were to happen, we wish for the matter to be resolved as quickly, and as amicably, as possible.

If you are unhappy with any part of the service you have received from Oathall Veterinary Group and were unable to resolve your concerns at the time, please contact our Practice Manager so that they may be addressed at the earliest opportunity.

If you have the need to raise a concern please contact us by email complaints@oathallvets.co.uk or PetsApp or write to us at the Practice. Please ensure you include the following information to allow us to investigate and respond appropriately:

• Your name, address, email and preferred telephone number
• The name of your pet
• A brief description of your concerns including the names of any team members involved
• A summary of what you feel would be a satisfactory outcome to your concerns.

If serious concerns remain following our response please address these to The Directors.

Alternatively you may contact appropriate external bodies such as the Veterinary Client Mediation Service (www.vetmediation.co.uk) or the Royal College of Veterinary Surgeons (https://www.rcvs.org.uk/home/).