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Complaints Procedure

We hope that you will never have recourse to complain about the standards of service received from Leeds Veterinary Centre. However, should we not meet your expectations on any aspect of our service, please tell us. We take complaints very seriously.

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In the first instance, we'd like the opportunity to put things right straight away, so please get in touch via phone or email and ask to speak to the person you saw during your visit. Hopefully we can address your complaint swiftly and resolve the issue there and then.

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If this hasn’t resolved the problem and you would like to complain formally, then please let us know as soon as you can by:

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  • Calling the hospital and speaking to Katherine Claxton or James Wood, these are our Practice Owners, Company Directors and Veterinary Surgeons.

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  • Emailing us at info@leedsvets.com. This will be directed to Katherine or James as above.

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  • Writing to Leeds Veterinary Centre:

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For the attention of James Wood or Katherine Claxton

Leeds Veterinary Centre

133-137 Green Lane

Crossgates

Leeds

LS15 7DR

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It is better to contact us as quickly as possible, so please try to write to us within two weeks.  This gives us the best opportunity to investigate and resolve the issue.

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Please include the following information to help us in investigating the problem:

  • Your name, address and pet's name

  • What happened?  Tell us about the nature of the complaint.

  • When did this happen?

  • Who was involved?

  • What would you like the outcome to be?

 

What we will do

  • We will acknowledge your complaint within seven working days and we will let you know who is dealing with your complaint, and when you can expect to receive a reply.

  • In most cases we hope to give you a full reply within 14 working days, but if it is going to take longer we will get in touch to give you to let you know what is happening.

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When we look into your complaint, we will:

  • Find out what happened and what went wrong.  

  • Make sure you receive an apology, where this is appropriate;

  • Identify what we can do to make sure the problem does not happen again.

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If you feel this doesn't resolve your complaint:

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the outcome. 

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