Complaints Policy- Wave Vets

The last thing we wish to do at Wave Vets is to cause you or your pets any undue distress. If this happens, we would like to reassure you that any upset or distress caused is not intentional. If you feel that there is something you wish to raise, please direct your comments, preferably in writing, to the Practice Manager or a Director.

An acknowledgement will be sent by return and then a period will elapse whilst the case is investigated and reports collated from those staff involved. A reply in writing will follow, usually within 14 days although the period may be longer if the Practice Manager, Director or staff involved are temporarily unavailable or delayed.

At Wave Vets, we want every pet and their owner to feel cared for, listened to and treated with kindness and respect. We understand that things do not always go as expected, and we take all concerns and complaints seriously.

We welcome feedback, as it helps us understand your experience, put things right where possible and continually improve the care and service we provide.

If you are unhappy with any aspect of our service, please let us know. We will listen, investigate your concerns fairly and do our best to reach a resolution.

How to make a complaint

Please email us at hello@wavevets.co.uk.

To help us investigate your concerns, please include:

Your name and contact details.
Your pet’s name.
The date of the appointment or incident, where applicable.
A clear description of what happened and what has concerned you.
What you would like us to do to resolve the matter, if you have something specific in mind.

You do not need to use formal language or know exactly what outcome you want. We simply ask that you tell us what has happened and why you are unhappy.

If you need any help explaining your concerns, please let us know.

What happens next?

We will listen and try to resolve your concerns
- Where possible, we will aim to resolve your complaint promptly and informally through an open and constructive discussion with you.
- We will seek to understand your concerns, clarify any misunderstandings and identify what we can do to put things right.
- We aim to resolve complaints within 10 working days of receiving them wherever possible.
Written acknowledgement and further investigation
- If your complaint has not been resolved within 10 working days of us receiving it, it will proceed to the formal complaints stage.
- We will acknowledge your complaint in writing within a further 5 working days. We will explain that your complaint is being investigated formally and, where appropriate, let you know what happens next.
- We will review the relevant records, speak to the team members involved where appropriate and consider the circumstances carefully. We may contact you if we need further information or clarification.
Our formal response
- We will provide you with a full written response within 8 weeks of your complaint becoming a formal, actionable complaint.
- Our response will address the concerns you have raised, explain our findings and set out any conclusions or actions we propose to take.
- Where appropriate, this may include an explanation, an apology, corrective action or changes to our procedures or service.
- If we cannot provide a full response within this period, we will keep you informed of the reasons for the delay and the progress of our investigation.

If you are not satisfied with our response

If we have completed our complaints process but you remain unhappy with the outcome, please tell us. We will consider any outstanding concerns and explain the options available to you.

Where applicable, you may be able to refer your complaint to an independent mediation service. Mediation provides an opportunity for you and Wave Vets to work with an independent third party to try to reach an agreed resolution.

In accordance with the applicable CMA requirements, Wave Vets will participate in the relevant mediation process in good faith where the in-house complaints process has been exhausted and you wish to proceed.

We will provide information about the appropriate mediation arrangements and any other relevant routes to redress available at the time.

You may also contact the Royal College of Veterinary Surgeons (RCVS) if you have concerns about a veterinary professional’s conduct or professional standards. The RCVS regulates veterinary surgeons and veterinary nurses and can explain whether your concerns fall within its remit.

You can find further information at www.rcvs.org.uk.

Please note that the RCVS does not act as a general compensation service for complaints about veterinary practices.

How we use complaints to improve

We record complaints and review them periodically to identify recurring issues, opportunities for improvement and any changes that may help prevent similar concerns arising in future.

We use feedback constructively and aim to ensure that complaints are handled fairly, consistently and with respect for everyone involved.

Information relating to your complaint will be handled sensitively and in accordance with our privacy obligations. We will only share it where appropriate for investigating and resolving the matter, meeting our legal or regulatory obligations, or otherwise as permitted by law.

Our commitment to you

We understand that pets are much-loved members of the family and that concerns about their care can be upsetting.

We will treat you with courtesy and respect throughout the complaints process. Raising a complaint will not affect our commitment to treating you and your pet fairly and professionally.

Thank you for taking the time to share your concerns with us. We value the trust you place in Wave Vets and appreciate the opportunity to listen, learn and improve.

To raise a complaint, please email hello@wavevets.co.uk.

Independent Vets in Wadebridge, Cornwall

Complaints Policy- Wave Vets