Complaints Procedure

NorthPaw Vets Ltd

At NorthPaw Vets, we understand that bringing your pet to the veterinary practice can sometimes be an emotional and stressful experience. We always aim to provide a high standard of care for both you and your pet, and we welcome feedback about our veterinary team, our services and your experience with us.

We are committed to acting in the best interests of our patients and clients. If you have any concerns about the care or service you have received, please let us know so that we can try to resolve the matter fairly and appropriately.

How to make a complaint

All complaints must be made in writing.

Complaints can be submitted either:

By post:
Practice Manager
NorthPaw Vets
Unit 3, St Cuthberts Walk
Chester-le-Street

DH3 3YQ
County Durham
United Kingdom

By email:
info@northpawvets.co.uk

Please include as much detail as possible, including:

• your full name;

• your pet’s name;

• your contact details;

• the date of the incident or appointment;

• the nature of your concern;

• any relevant information that may help us investigate the matter.

Time limit for complaints

All complaints must be received within 28 days of the incident, appointment or issue that the complaint relates to.

This allows us to investigate the matter properly while the details are still recent.

What happens next?

Once we receive your written complaint, we will acknowledge receipt and begin an investigation.

Your complaint will be reviewed carefully, and we may speak with members of the team involved, review clinical records, appointment notes, invoices or other relevant information.

An appropriate written response will be sent to you as soon as our investigation has been completed.

Some complaints may take longer to investigate, particularly if they involve several team members, clinical records or external laboratories/referral providers. We will aim to keep you updated where appropriate.

If you remain dissatisfied

If you are not satisfied with our response, please let us know in writing and explain why you remain unhappy. We will review your concerns again where appropriate.