Complaints Procedure

If, sadly, you are in any way dissatisfied with the service you have received from us and wish to raise this directly, we ask that you follow the procedures explained below:

  1. Initially, we ask that you raise your concerns directly with the person you were dealing with at the time, as this is often the best way to resolve the issue quickly and easily.
  2. If, however, this doesn't resolve your concern, or if you would prefer to talk to someone who was not directly involved with your case, please either contact us by phone, write to us or email us at reception@johnsonandscott.co.uk. Please include the following information:
    1. The name of your pet and your name
    2. The nature of your complaint and when the problem occurred
    3. Who specifically was involved
    4. The outcome you are looking to achieve

    A member of the Johnson & Scott management team will review your complaint and contact you directly to have an informal discussion and try to resolve your concern. We believe that wherever possible it is better to talk through issues, but this discussion can be either via telephone or e-mail as you would prefer.

    We will do all we can to resolve your complaint through this internal complaints procedure.

  3. If we have failed to resolve the problem you have the right to escalate your complaint either to the Veterinary Client Mediation service or to the Royal College of Veterinary Surgeons and, of course, we would assist fully with any process that then occurs.

    It is important to ask you to note that if you do make a formal complaint, we may share your information with our insurers, medical indemnity provider or other professional advisors if we believe that this will help us resolve your complaint more effectively.