Denton Veterinary Surgery – Complaints Policy
At Denton Veterinary Surgery, we strive to deliver compassionate, high-quality care alongside clear, open communication. If your experience falls short of expectations, we welcome your feedback so we can address your concerns promptly and thoroughly.
How to Raise a Concern Many issues can be sorted out quickly through an informal chat. If you have a concern, please let a team member know:
In person at our practice
Over the phone
By email at dentonvets@hotmail.co.uk
Formal Complaints If you prefer to make a formal complaint, please put it in writing via email or post. Including specific details will help us conduct a thorough review.
All formal matters are handled directly by our Practice Management team.
What to Expect
Acknowledgement: We will confirm receipt of your complaint within 3 working days.
Investigation: Our team will review the details impartially and in full.
Resolution: We aim to send a formal written response within 10 working days. If an investigation takes longer, we will keep you regularly updated.
Our Commitment to You
We handle every concern with seriousness, respect, and complete transparency.
We use your feedback to continually improve our practice and patient standards.
Raising a complaint will never impact the care or treatment your pet receives.
Escalating Your Concern If you are not satisfied with the outcome of our review, you may ask for the matter to be re-examined. Alternatively, you can contact the Royal College of Veterinary Surgeons (RCVS) for independent guidance or further review.
Printed copies of this procedure are available at reception or upon request.