Our Complaints Process
As an independently owned team, all our clinics work hard to provide the best possible care for you and your pets. We know there may be times when things don’t go as expected, and we genuinely welcome your feedback. If you feel something hasn’t met the standard you hoped for, you can find our complaints process below:
First of all- Talk to us and let us know your concerns
We welcome all feedback. As an independently owned practice, the best place to start is by contacting us directly so we can put things right as quickly as possible.
If you would prefer not to speak to the team straight away, you can send your feedback to us instead via our website contact form here (insert link). Please include your contact details, your pet’s name, and the name of the practice you attended so we can look into the matter promptly for you.
We will review your concerns and aim to respond within 14 working days for non‑clinical issues and 28 working days for clinical matters. If we need more time to investigate, we will let you know and give you an updated timescale.
Social Media
Under the guidance of the Royal College of Veterinary Surgeons, client confidentiality must be protected. If you, as a client of City Vets, choose instead to voice your concerns through a public medium such as social media then City Vets will accept that you have decided to decline this protection. City Vets will not allow mistruths and personal attacks via social media to go undefended. This is to support the mental health of our team members who are dedicated to providing affordable veterinary care to your pet.
Escalation Process
If you feel your concerns have not been appropriately addressed with you can raise a formal complaint via emailing complaints@belfastcityvets.com
Please include all details so we can respond quickly, including your contact details, your pets name and the practice you attended so we can get back to you as soon as we can.
We aim to get back to all formal complaints within 28 days, however, should there for any reason be any delays, you will be kept updated.
Finally
Independent Help and Advice
Veterinary Client Mediation Service (VCMS)
The VCMS is an independent, free mediation service that helps resolve complaints between clients and veterinary practices that are unable to be resolved between them. They are neutral, they don’t take sides or make decisions, but they help both parties reach a fair outcome.
When You Can Contact Them
You can contact the VCMS after you have raised a written complaint with the practice and feel the matter hasn’t been resolved.
How You Can Contact Them
Vet Client Mediation Service
6 Market Square
Bishop’s Stortford
Hertfordshire
CM23 3UZ
Tel: 0345 040 5834