Complaints

At Riverport Vets we aim to deliver a high quality service to animals and clients alike.  In the event that we get this wrong then we like to learn from the experience in order to improve the quality of our care and service.  As such we need you to tell us about it if they feel the service provided does not match up to your expectations.   

Contacting Riverport Vets: 

In the vast majority of cases, informal resolution is both possible and preferable to a formal complaints procedure.  The ways for you to contact us are as follows: 

1. Phone – 01480 772950 between the hours of 0900-1800 Mon-Fri and 0900-1230 Sat 
2. E-mail – enquiries@riverportvets.co.uk, we will endeavour to reply the same working day where possible 
3. PetsApp – we endeavour to reply within 1 hour during our open hours, though this is often not possible. 
4. Facebook – we endeavour to reply within 5 working days, though this is not an especially monitored inbox 
5. Website enquiry form – Contact Us | Riverport Vets, we endeavour to reply the same working day where possible 
6. Letter/post – we endeavour to reply as soon as possible 
7. In person during open hours for a face to face chat by appointment only 

Please note that we have ZERO TOLERANCE to abusive or aggressive behaviour towards staff and the police will be called if a person should refuse to stop such behaviour when asked. 

Formal complaints procedure: 

In the event that informal resolution cannot solve the issue within 5 working days, then a formal complaints procedure is set out below: 

1. A written complaint needs to be submitted by either letter or e-mail within 12 months of the incident occurring.  This should include your and your animal(s)’ details and the date and nature of the complaint.  Please avoid personal or derogatory comments.   
2. An acknowledgement of the complaint will be provided within 5 working days, including a copy of our client complaints procedure document and the RCVS complaints decision tree. 
3. Expect a full response within 8 weeks of the receipt of the complaint.  
4. This 8 week period is needed to ensure a full investigation into the complaint can be performed.  A manager or director will then revert back to you regarding the case. 
5. In the event that more time is needed to reach a conclusion, a holding letter/e-mail will be sent at the 8 week point explaining the reasons for the delay. 
6. A full response will be provided within a further 4 weeks (12 weeks total). 

Next steps: 

In the event that a mutual agreement cannot be reached internally then please refer to the RCVS’s decision tree.  Your options are as follows: 

1. Refer the case for external mediation through the RCVS-funded Veterinary Client Mediation Service (VCMS).  Practices are required to engage with this process and this is considered the next step in the process.
   
   Veterinary Client Mediation Service
   6 Market Square
   Bishop’s Stortford
   Hertfordshire
   CM23 3UZ
   Tel: 0345 030 5834
   www.vetmediation.co.uk
   
   This option should only be used if a final written response from Riverport Vets has been issued and there is still not a resolution that appeases both parties. 
2. Contact the Royal College of Veterinary Surgeons (RCVS) regarding a complaint relating to the clinical actions of an individual (Vet or Nurse).  This is not appropriate for complaints relating to the practice as a whole or to personnel who are not Vets or Nurses.  The RCVS guidance states that:We only deal with the most serious concerns affecting a vet or vet nurse’s fitness to practise, that is, their right to work. This means behaviour that has fallen far short of what is expected, including:  
   
   • Very poor professional performance, where there are serious departures from the standards set out in the RCVS Code of Professional Conduct  
   • Fraud or dishonesty  
   • A criminal conviction or caution  
   • Physical or mental health problems affecting ability to work 

   The RCVS cannot: 
   

   • Fine a vet or vet nurse  
   • Resolve business disputes between practices  
   • Resolve employment issues  
   • Order an apology  
   • Resolve issues relating solely to negligence 

   Visit their website here to fill in a form
   Tel: 020 3795 5600, 9am to 5pm, Monday to Friday (confidential and anonymous)
   E-mail reporting@rcvs.org.uk.

3. Court proceedings.  You should obtain your own independent legal advice regarding this.