24 hour contact: 020 7387 8134
Complaints Procedure
Raising a Concern/Complaints Procedure
The Royal Veterinary College (RVC) is committed to providing clinical services of the highest standard and so we welcome customer communication and feedback.
If you have a particular concern or complaint please contact us as soon as possible. We will proactively work with you to resolve your concerns.
Contact us
Most problems can be sorted out quickly and easily. The best way to do this is to speak to the person caring for your pet at the time of the problem. If your concern relates to a non-clinical part of our service, or you would rather speak to someone who has not been directly involved with the care of your pet, please speak to a member of our reception team who will direct you to an appropriate person.
If this has not resolved your concerns and you would like to make a formal complaint, we would ask that this is provided in writing by email to:
or to the Client Services Team Leader, Beaumont Sainsbury Animal Hospital, Royal Veterinary College, 4 Royal College Street, London NW1 0TU
To help us investigate your concern, please provide us with the following information:
- Your name and full contact details (please let us know if this is different to the person registered as the pet's owner on our system)
- Your animal’s name and species
- A clear description of your concern
- Copies of any relevant supporting documentation (if applicable)
- A suggestion of the outcome you would like to see
We will acknowledge your email or letter within five working days and let you know who will be investigating and responding to your concern.
The senior member of the team allocated your concern will conduct a thorough investigation, reviewing clinical records and documentation and speaking to the members of staff involved as appropriate. This allows us to fully understand the situation.
We aim to provide you with the outcome of this investigation in writing within 28 days. If additional time is required to complete our investigation, we will advise you of this within the 28 day timeframe.
Our aims are:
- to provide you with a clear explanation for the situation that you are concerned about, including an apology if this is appropriate
- to identify any aspects of our service that can be improved as part of our commitment to continual improvement and high standards of clinical and client care.
If you remain unhappy
If you are dissatisfied with our response, you can approach The Royal College of Veterinary Surgeons (RCVS). The RCVS register veterinary surgeons and veterinary nurses to practice in the UK, and regulate their educational, ethical and clinical standards.
The RCVS has a responsibility to investigate concerns raised with them about veterinary surgeons and registered veterinary nurses (RVNs).
The contact details for the RCVS are:
Royal College of Veterinary Surgeons Belgravia House, 62-64 Horseferry Road, London SW1P 2AF
+44 (0)20 7202 0789
animalowners.rcvs.org.uk/concerns/
The RCVS also offers a mediation service:
+44 (0)34 5040 5834
animalowners.rcvs.org.uk/concerns/veterinary-client-mediation-service/
