Complaints Procedure
We always strive to provide the best level of care here at Wensleydale Vets. However, should you feel this is not the case, we encourage you to make us aware. We take complaints very seriously.
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Most problems can be sorted out quickly and easily. If you feel able to do so, please discuss it with the staff member who is the primary caregiver of your pet at the time of the problem. Alternatively, you could make a member of the reception staff aware of any issues if you are comfortable to do so.
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If this doesn’t resolve the problem, then please submit a formal complaint by writing or emailing to
The Practice Manager, Wensleydale Vets, Leyburn, DL8 5JZ, info@wensleydale-vets.com
Please include the following information to help us in investigating the problem:
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Your name, address and pet’s name
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What happened? Tell us about the nature of the complaint
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When did this happen
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Who was involved
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What would you like the outcome to be
Please let us know how you would prefer to be contacted, for example by letter, phone call or email.
What we will do :
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We aim to acknowledge your complaint as soon as possible but will ensure a written acknowledgement within 5 working days. We will let you know who is dealing with your complaint, and when you can expect to receive a reply.
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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 let you know what is happening.
When we address your complaint, we will :
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Investigate what happened and what went wrong.
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Identify what we can do to make sure it does not happen again.
If you feel this doesn’t resolve your complaint:
If you feel that your complaint remains unresolved through our complaints procedure, you can contact the Veterinary Client Mediation Service (VCMS). They provide an impartial mediation to help resolve complaints.
If you are dissatisfied with the outcome you can contact the Royal College of Veterinary Surgeons. https://www.rcvs.org.uk/home/