Complaints Procedure- Herbal Vet Scotland

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Our Commitment to You

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At our practice, we are committed to providing high-quality, compassionate, and transparent care for both you and your animal. We value feedback and take all concerns seriously. If something has not met your expectations, we want to know so we can address it promptly and fairly.

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How to Raise a Concern

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If you have a concern or complaint, please contact us as soon as possible. This allows us to investigate while details are still fresh.

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You can contact us in the following ways:

• In person – speak to a member of our team

• By phone – call the practice during opening hours

• By email – send details of your concern to our practice email address

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Where possible, complaints will initially be handled by one of our veterinary surgeons.

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What Information to Provide

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To help us investigate your concern efficiently, please include:

• Your name and contact details

• Your animal’s name

• A clear description of your concern

• Relevant dates and times

• Any supporting information or documents

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Our Process

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1. Acknowledgement

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We will acknowledge your complaint within 3 working days of receiving it.

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2. Investigation

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Your complaint will be reviewed by one of the practice vets. We may:

• Review clinical records

• Speak with team members involved

• Contact you for further information if needed

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3. Response

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We aim to provide a full response within 10–15 working days.
If the matter is complex and requires more time, we will keep you informed of progress and expected timelines.

 

Our Approach

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We will:

• Treat your complaint seriously and respectfully

• Investigate fairly and objectively

• Be open and transparent in our response

• Explain any findings and, where appropriate, outline steps we will take to improve

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If You Are Not Satisfied

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If you feel your complaint has not been resolved satisfactorily, you may wish to seek independent advice or pursue the matter further.

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You can contact:

• The Royal College of Veterinary Surgeons (RCVS) for concerns about professional conduct

• An independent mediation or alternative dispute resolution (ADR) service

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We are happy to provide further information on these options if needed.

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Continuous Improvement

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All complaints are reviewed as part of our commitment to improving our services. Feedback helps us learn, develop, and provide better care for our patients and clients.

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Contact Details

 

Herbal Vet Scotland
Phone Number: 0141 423 8633
Email Address: herbalvetscotland@gmail.com

We appreciate you taking the time to share your feedback with us.

Dr’s Reagan & Jordan Carnwath BVMS CVA (IVAS) Grad Dip VWHM MRCVS