We are passionate about the quality of service that we provide. We hope that all of our clients are delighted with the quality of service we have provided. If you feel that this is not the case, we encourage you to bring it to our attention and we will endeavour to address any issues that you have.
We obviously hope to be able to resolve minor issues at the branch on the day. If you feel that you have a more serious complaint, please put it in writing to:
Complaints (Louise Jackson)
Kingston Veterinary Group Ltd
1-2 Park Street
Or by email: Clientcare@kingstonvet.co.uk
Please state clearly your pet’s name and your name and address. If you have moved or changed surname recently please also provide previous details so that we can identify the correct clinical records. We will respond in writing to your complaint once we have discussed any issues with all staff members involved and considered our position. This usually takes 3-4 working days. If it is going to take longer than this, if for example a staff member concerned is on annual leave or has left our employment we will write to you and inform you of this and provide you with a realistic timescale in which to expect a response.
Please refrain from phoning or try to do it face to face, without writing in first, so that we can collate all the information that we need to respond appropriately. The reception team in particular, will not be qualified or informed enough to respond.
If Mrs Jackson cannot resolve your complaint to your satisfaction, she will refer the case to one of the directors.
If we have still not resolved your complaint to your satisfaction you can make a formal complaint to our governing body.
Their address is:
Royal College Of Veterinary Surgeons
62-64, Horseferry Road
We will not discuss clinical aspects of a case without giving our staff an opportunity to give their version of events, and without examining all of the relevant clinical records.
If you are not the owner of the pet in question, we will not discuss the case with you at all, without the owner’s express written permission.
If your pet has been seen by another veterinary practice subsequently, we will need to obtain the clinical notes from that practice before discussing the complaint with you.
You can request copies of clinical records for your retention. We retain the originals for a minimum of 6 years.