How to make a complaint
We want every visit to go well. If something hasn’t, please tell us so we can put it right.
You can raise a concern by phone or email at any time. We acknowledge written complaints within 5 working days and send a full written response within 8 weeks. If you’re still not satisfied, you can use the free, independent Veterinary Client Mediation Service (VCMS), and we will take part in good faith.
Last updated .
Our procedure
Talk to us
Call 07570 271583 or email office@maravetcare.co.uk. Most concerns can be put right straight away.Make a written complaint
If it can’t be resolved straight away, email office@maravetcare.co.uk with “Complaint” in the subject line, or write to Mara VetCare, Conisbrough, Doncaster DN12 2BH.We acknowledge it
We confirm in writing that we’ve received your complaint within 5 working days, and tell you who is dealing with it.We respond in full
We look into what happened and send you a full written response within 8 weeks, explaining what we found and what we will do.If you’re still not happy
You can take your complaint to independent mediation through the Veterinary Client Mediation Service (VCMS), which is free for pet owners. We will take part in good faith.
What to include
Your name and contact details, your pet’s name, the date of the visit, what happened and what you’d like us to do. If it helps, include copies of any invoices or messages.
Other routes to resolve a complaint
The Veterinary Client Mediation Service helps pet owners and vets resolve complaints without going to court. If your concern is about a vet’s professional conduct, the Royal College of Veterinary Surgeons (RCVS) explains how to raise it on its website for animal owners.
We keep a record of every complaint and review it regularly to improve our service. Raising a complaint will never affect the care your pet receives.
Sources
- Veterinary Client Mediation Service – RCVS. Accessed .