ScotVet Complaints Procedure
We encourage feedback regarding all our services and constantly strive to make effective improvement where and when opportunities arise. The sooner we are made aware the sooner we can address the feedback and encourage prompt contact even if this is during current treatment.
You can use one of the below methods to contact us:
- Tell us in person – In the first instance we would encourage you to tell the person in charge of your pet’s care; they may be able to resolve your concern there and then. If they are unavailable, please discuss your concerns with any member of our team who will only be too happy to help.
- Email the practice manager at lizzi.mackie@scotvet.com
- Telephone us at either clinic
- Write to us at ScotVet, Baillieston Veterinary Clinic, 1 Maxwell Street, Baillieston, Glasgow, G69 6ED
What will you do when you receive my complaint?
We will treat any point you raise in confidentiality. Upon receiving your correspondence, we will acknowledge receipt as soon as practically possible and within 7 working days and may contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able. In normal circumstances, we would aim to have addressed your complaint within 14 working days of receiving it or provided an explanation for the delay in meeting this objective.
What if I am unhappy with the outcome?
If you are not satisfied with the outcome of this process, you may then raise your concern with our business directors. Your email will be escalated to the appropriate individual within the company. Our directors aim to address escalated complaints as quickly as possible. We endeavour to address all escalated complaints within 28 days of receipt or have provided an explanation and update if this timeline cannot be met.
Alternatively you may contact appropriate external bodies such as the Veterinary Client Mediation Service or the Royal College of Veterinary Surgeons.
