Aeron Vets
Complaints Policy
We are committed to providing a high standard of veterinary care and client service — and we take your feedback seriously.
At Aeron Vets, we are committed to providing a high standard of veterinary care and client service. We value feedback from our clients and take any concerns or complaints seriously.
We aim to resolve concerns promptly, fairly and professionally, and we welcome the opportunity to address any issues you may have experienced.
How to Make a Complaint
If you are unhappy with any aspect of the care or service you have received from Aeron Vets, we encourage you to raise your concern with us as soon as possible.
To ensure that we can investigate your concerns fully and provide an appropriate response, we ask that formal complaints are submitted in writing.
When submitting your complaint, please provide as much relevant information as possible, including:
- Your name and contact details
- Your pet’s name
- The date or approximate date of the incident or treatment concerned
- Details of your concern or complaint
- What you would like us to consider or address in our response
What Happens Next?
Once we receive your written complaint, we will acknowledge and review the concerns you have raised.
Where appropriate, we may need to speak with members of the veterinary or support team involved and review your pet’s clinical records and any other relevant information.
7
Days to respond
We endeavour to provide a response within 7 days of receiving your complaint.
Occasionally, a complaint may require a more detailed investigation. If we are unable to provide a full response within this timeframe, we will aim to keep you informed and let you know when you can expect to hear from us.
Our Approach
All complaints are treated seriously and with appropriate confidentiality. Raising a genuine concern or complaint will not adversely affect the veterinary care we provide to your pet.
Our aim is to understand what has happened, respond to your concerns clearly and, where appropriate, identify any improvements we can make to our services.
We appreciate clients taking the time to provide feedback and giving us the opportunity to investigate and respond to their concerns.