Kin Vet Community Client Complaints Procedure

At Kin Vet Community we are committed to providing our clients and their pets with outstanding care and service. Sometimes however, things do not go to plan and there may be times when you feel we have not delivered on our commitment.

For us to deliver the best care we can to our clients and patients, it is important that we maintain open communication and receive feedback from you. We will always therefore take any complaint seriously.

If you have a concern or complaint, speaking to the vet at the practice, either over the phone or in person is the appropriate first step. Most problems can be resolved directly with the person concerned. A letter can also be written to the Clinical Director of the clinic. However, if your complaint cannot be resolved directly with the clinic team, you should follow the below guidance.

Making A Formal Complaint

Should you wish to make a formal complaint, please let us know in writing. We are unable to investigate complaints which are older than 6 months after the time of the event.

To support our investigations, please include:

1. What your complaint is/what the problem was
2. When the problem happened
3. Which staff were involved (if any)
4. The outcome you are hoping for

Please send this to us via email to feedback@kinvet.co.uk

Upon receiving your complaint we will aim to:

1. Acknowledge receipt of your complaint within 10 working days
2. Investigate your concerns and establish what happened

What to do if you are still unhappy

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. We view this as an opportunity to hear your feedback and make improvements if appropriate. If you are not happy with the reply, we can escalate this complaint to a senior manager. This does not affect your right to approach the Veterinary Client Mediation Service (VCMS) or the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.