Complaints Policy

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If you have a compliment, a suggestion on how to improve our service, or a concern, we would like to hear about it.
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Compliments or suggestions
We are always pleased to know that we are providing a high-quality service, or our team is doing a good job. We are also constantly looking for ways to improve our service, if you have any suggestions, we would like to hear from you.
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Let us know if you have a concern

Please inform your practice should you have any questions or concerns about our service as soon as possible. This will make it easier for them to quickly resolve your matter.

  1. First, tell the person in charge of your animal’s care, they may be able to immediately resolve your concern.

  2. If they are unavailable, discuss your concerns with a member of the team.

  3. If you are unable to resolve your concern directly with a member of the team, please then write to the practice. Please send your correspondence to the ‘Practice Manager’ and include the following information:

    • Your name;
    • Your contact details;
    • The name of your pet;
    • Practice name
    • The date and time of the visit your concerns relate to;
    • A brief description of your concerns; and
    • What we can do to best resolve this for you.

  4. If you are not satisfied with the written response from the practice, then you may raise your concerns by emailing client.feedback@cvsvets.com, or writing to the address provided below. Please ensure that you include all the information below:

    • Your name;
    • Your contact details;
    • The name of your pet;
    • Practice name
    • The date and time of the visit your concerns relate to;
    • A brief description of your concerns;
    • The reason you’re not happy with the response you have received from the practice; and
    • What we can do to best resolve this for you.
      Attention: Client Feedback
      CVS Group
      CVS House
      Owen Road
      Diss, Norfolk IP22 4ER

  5. If your complaint relates to concerns on how we have used your personal data, please contact our Data Protection Officer: dataprotection@cvsvets.com

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