If you have a compliment, suggestion on how we can improve our service or a complaint, we would like to hear about it.
Compliments or suggestions
We are always pleased to know that we are providing a high-quality service or that our staff are doing a good job. We are also constantly looking for ways to improve our service, if you have any suggestions we would like to hear from you.
We are committed to providing a high-quality veterinary service to all our clients. Should we not meet your expectations on any aspect of our service please inform us in writing, within four weeks of the event.
Please give as much detail as possible, including any names of staff members involved to:
Esther Collier – Practice Administrator
Castle Veterinary Group
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within five days of receiving it.
- We will then carry out a full investigation of your complaint. This will normally involve checking your clinical records and speaking to the relevant members of staff.
- The Practice Manager or Clinical Director will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 20 working days of sending you the acknowledgement letter.
- If you are not satisfied with this outcome, you may ask for a review or re-investigation in accordance with Stage 2 of our Complaints Procedure. Stage 2 complaints must be made within three months of receiving the outcome from the original investigation, and should be addressed in writing to:
CVS (UK) Limited
168 Birmingham Road