Complaints Proceedure
At Madra Veterinary Clinic, we aim to provide thoughtful veterinary care and a professional, personal service. If you are unhappy with any aspect of your experience, please let us know. We take concerns seriously and will investigate them fairly, explain our findings and work with you towards a resolution.
How to make a complaint
Please raise any initial concerns with our team so we can try to resolve them promptly. If your concern remains unresolved, or you would prefer to make a written complaint, please contact Dr Benjamin Dobson:
Email: reception@madravetscheltenham.co.uk
Please use the subject line “Complaint – FAO Dr Benjamin Dobson”.
By post:
Dr Benjamin Dobson
Madra Veterinary Clinic
230 London Road
Charlton Kings
Cheltenham
GL52 6HW
Please include your name, contact details, your pet’s name, the relevant dates and a description of your concerns. It is also helpful to explain the outcome you would like us to consider.
If you need assistance making your complaint, please telephone 01242 437878.
How we handle your complaint
1) We receive your complaint. Your concerns are recorded and referred to Dr Benjamin Dobson.
2) We acknowledge your complaint. We will acknowledge receipt in writing within five working days.
3) We investigate your concerns. Dr Benjamin Dobson will review the relevant records and speak with those involved. We may contact you for further information.
4) We provide a written response. We aim to provide a full response within 14 calendar days of receiving your complaint, explaining our findings and any proposed action.
5) Further support if unresolved. If you remain dissatisfied, you can seek independent advice and assistance through the services listed below.
If we need more time
Some complaints require further investigation. If we cannot provide a full response within 14 calendar days, we will explain the reason for the delay and tell you when you can expect to hear from us.
We will provide a full written response no later than eight weeks after receiving your complaint.
If your complaint remains unresolved
If we are unable to resolve your complaint, you can contact the [Veterinary Client Mediation Service (VCMS)] (https://www.vetmediation.co.uk/) for free, independent assistance. Concerns about serious professional misconduct can be raised with the [Royal College of Veterinary Surgeons (RCVS)] (https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care).