Complaints proceedure

​​How to Make a Complaint

At Surrey Poultry Vet, we aim to provide the highest standards of veterinary care and client service. If you are dissatisfied with any aspect of our service, we would like to hear from you so that we can investigate your concerns and work towards a resolution. Where possible, complaints should be raised within six months of the issue arising, although we will consider complaints received outside this period where appropriate.

Complaints may be submitted via email to: Dr Henrietta Kodilinye-Sims MRCVS, surreypoultryvet@outlook.com

 

To help us investigate efficiently, please include:

• Your name and contact details.

• Your flock, bird, or business details, where relevant.

• The date(s) of the incident or treatment.

• The name of any team member involved (if known).

• A clear description of your concern.

• The outcome you would like us to consider.

 

When You Can Expect a Reply?

We are committed to handling complaints promptly, fairly, and transparently. ### Acknowledgement We will acknowledge receipt of your complaint within **three working days**.

Investigation: Dr Henrietta Kodilinye-Sims MRCVS will review the matter, including any relevant clinical records and discussions with staff involved.

Formal Response: We aim to provide a full written response within 14-businiess opening days of acknowledging your complaint. If the matter is complex and requires additional investigation, we will keep you informed and advise you of the revised timeframe.

 

Escalation Options

We hope that most concerns can be resolved directly with Surrey Poultry Vet. However, if you remain dissatisfied after receiving our final response, the following options may be available.

Stage 1, Internal Review: You may request that your complaint is reviewed by a senior director or a veterinary surgeon not previously involved in the investigation.

Stage 2, Veterinary Client Mediation Service (VCMS): Where appropriate, unresolved disputes may be referred to the Veterinary Client Mediation Service (VCMS), an independent mediation service that helps animal owners and veterinary practices reach mutually acceptable resolutions. The service can assist with disputes involving fees, service quality, communication issues, and certain allegations of negligence. Further information can be found at the RCVS website.

Stage 3, Royal College of Veterinary Surgeons (RCVS): If your concern relates to the professional conduct or fitness to practice of a veterinary surgeon or registered veterinary nurse, you may raise a concern with the Royal College of Veterinary Surgeons (RCVS), the statutory regulator of the veterinary profession in the United Kingdom. The RCVS considers allegations of serious professional misconduct and professional standards issues. Please note that the RCVS is not generally able to award compensation or resolve fee disputes.

Other Options Depending on the nature of your complaint: You may also seek: Independent legal advice. Advice from Citizens Advice. Assistance from Trading Standards regarding consumer rights and pricing concerns.