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Complaints Statement and Procedure

Northwest Veterinary Specialists is committed to offering the very best in service to owners and their pets. 

However despite our best efforts to achieve the highest possible standards, you may feel disappointed with the service. In recognition of this we have a complaints procedure which helps us to deal with issues promptly and thoroughly. If you would like to provide us with some feedback the steps below can help make sure your points are fully addressed. 

Step 1 – Talk to us 

We always welcome feedback so please contact the hospital in the first instance to see if your concern can be resolved quickly and informally. Our receptionists may be able to handle your call but if you’d prefer to speak to the Hospital Manager, please let us know. If the Hospital Director is not able to take the call at the time they will return your call if you leave your details and a short message. Alternatively you can email or write to Northwest Veterinary Specialists using our contact form or get in touch via an email to 

Please include all your contact details such as email and postal address, mobile and landline numbers and indicate your preferred method of contact. This helps us to respond to your complaint quickly and efficiently. Your complaint will be handled by the veterinary surgeon, Support Services Manager or the Hospital Manager as appropriate. Please let us know if you do not want your complaint to be dealt with by a particular person. 

We aim to investigate and reply to all complaints within 14 days. However some cases may take a little longer but if this is the situation you will be advised of a revised timetable. 

Step 2 – Client Care Team 

Following step 1, if your complaint has not been resolved to your satisfaction then the matter will be escalated to our Client Care Team who will undertake an independent review and aim to reach a resolution. Again you will be kept informed of expected timescales and progress. 

Step 3 – Independent help and advice 

If the above steps have been followed but you remain unhappy or we are unable to reach a resolution then you may prefer to get independent help and advice. Your local Citizens Advice Bureau ( may be able to help you or you can contact the Royal College of Veterinary Surgeons using the details below: 

Royal College of Veterinary Surgeons, Belgravia House, 62-64 Horseferry Road, London, SW1P 2AF 

Tel: 020 7222 2001