Complaints Policy

Kelperland Vets is committed to providing the highest standard of veterinary care and client service. However, we recognise that, on occasion, things may not go as expected. If you are unhappy with any aspect of our service, we want to hear from you so that we can address your concerns and improve wherever possible.

1. Our Commitment to You

We aim to:

• Handle complaints promptly, fairly, and with sensitivity
• Learn from feedback and continuously improve our service
• Keep all complaints confidential, sharing only with relevant team members where necessary

2. How to Make a Complaint

We encourage you to raise any concerns as soon as possible—often, issues can be quickly resolved through an informal conversation.

Step 1: Speak with a Member of Staff

If you feel comfortable doing so, please speak directly to the vet, nurse, or receptionist involved at the time. They may be able to resolve your concern immediately.

Step 2: Escalate Formally

If the issue is not resolved to your satisfaction or you prefer to submit a formal complaint, you can do so by:

• Email: kelperland@yahoo.co.uk
• Post: Kelperland Veterinary Centre, Forest Green Road, Fifield, Berks SL6 2NR
• Phone: 01628 624935 (for initial guidance only; formal complaints must be in writing)

Please include:

• Your full name and contact details
• Your pet’s name and the date of the incident
• A clear description of your concerns
• Any relevant supporting information

3. What Happens Next?

• We will acknowledge receipt of your complaint within 5 working days.
• The complaint will be investigated by a senior member of the practice team (usually the Practice Manager or Business Owner).
• You will receive a full response within 14 working days of the acknowledgement. If a longer time is needed (e.g. due to staff absence), we will keep you informed of progress.

4. If You Remain Dissatisfied

If you feel your concerns have not been resolved after our response, you may contact:

The Veterinary Client Mediation Service (VCMS)
Website: www.vetmediation.co.uk
Email: enquiries@vetmediation.co.uk
Phone: 0345 040 5834

The VCMS is a free, independent, and impartial service that can mediate complaints between clients and veterinary practices in the UK.

5. Clinical Standards Complaints

If your concern relates to professional conduct or clinical care and you believe it warrants a formal investigation by the profession’s regulator, you may contact:

Royal College of Veterinary Surgeons (RCVS)
Website: www.rcvs.org.uk
Phone: 020 7202 0789

6. Feedback Welcome

Even if you don’t wish to raise a formal complaint, we welcome all feedback—positive or negative—as it helps us to grow and improve the care we provide to you and your pets.