Comments and Complaints Policy
Jersey Village Vets is committed to providing you and your pet with the best possible service and care. We encourage feedback regarding all our services and endeavour to make effective improvement where and when opportunities arise. The sooner we are made aware, the sooner we can address the feedback and encourage prompt contact.
How do I make a complaint?
You can provide feedback in writing, via email or by letter:
Jersey Village Vets Oak Farm
La Rue du Hocq
St Clement
Jersey
JE2 6LF
What information do you need?
In order to submit an effective complaint, we ask for you to be clear about your complaint so we have as much information as possible to investigate your claims.
Please provide the following information:
- Your name, address, contact telephone and email
- The name of your pet
- The date on which you last attended the clinic
- What branch you visited
- A brief description of your concerns
- A summary of what in your opinion we can do to best deal with your concerns
- Names of any colleagues that were involved
What will you do when you receive my complaint?
Upon receiving your complaint, via email or post, our practice manager will contact you with a resolution or an explanation within 7 working days. This will either be via email or via a phone conversation. In most cases we hope to sufficiently answer your claims and concerns at this stage.
Recording Complaints
All complaints are logged and recorded so we can keep track of the types of problems our clients face, find the best way to resolve them and record how long it took to deal with them.
What if I am unhappy with the outcome?
We hope that, if you have a problem, you will use our practice complaints procedure as above. We believe this will give us the best chance of putting right whatever has gone wrong. We view this as an opportunity to hear your feedback and make improvements if appropriate.
If you are dissatisfied with the outcome of our investigation, you are welcome to approach external bodies such as the Veterinary Client Mediation Service (www.vetmediation.co.uk) or the Royal College of Veterinary Surgeons (https://www.rcvs.org.uk/home/).
General Feedback
If you have any general comments, please either email or write a letter. Thank you in advance for taking the time to give us your thoughts.