Honddu Veterinary Practice Ltd is committed to providing an exceptional standard of service and care. We welcome your feedback, comments, and suggestions so we can endeavour to improve and make our service more suited to your needs. Our team will always take your comments seriously and will want to know how we can help.
General Feedback:
If you have any general comments please:
- Email the practice at office@hondduvets.co.uk
- Alternatively write to the practice via post or hand in to reception
Complaints:
We realise however that things can sometimes go wrong and there may be occasions when you feel your expectations were not met. When this happens, we want to hear about it so that we can try to put things right.
Most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.
If the person concerned is unavailable, please discuss your concerns with another member of our team who will only be too happy to help. They may be able to resolve your issue, or they may confirm your contact details and advise that someone will be in touch within the week.
If your problem cannot be resolved in this way, you may wish to make a complaint in writing.
A Guide to Making a Complaint
If you wish to make a formal complaint, we would like you to do so in writing as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. Regretfully, we are unable to investigate complaints made more than 6 months after the event.
Please include the following to assist us in investigating the problem.
- Why: The nature of the complaint/problem
- When: The problem occurred
- Who: Which staff were involved
- What: You are hoping for, as an outcome.
Complaints should be addressed for the attention of one of the directors – Mrs. Elizabeth Davies, Mr Huw Jones or Dr Helen Jones.
What we will do
We will acknowledge your complaint within five working days of receipt, informing you who is dealing with your complaint and when you can expect to receive a reply.
In most cases, we hope to give you a full reply within fifteen working days but if it is going to take longer, we will get in touch with you to let you know what is happening. We will then be able to offer you an explanation, and /or the results of our investigation.
When we investigate your complaint, we will aim to:
- Find out what happened and what went wrong
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem does not happen again.
What to do if you are still unhappy
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and is an opportunity for us to improve our practice. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.