Complaints Procedure

The practice is committed to providing an excellent customer experience for our clients. We value feedback both positive and negative and use this information to help improve our services. The directors continuously monitor all comments that we receive from clients and the information is forwarded to the appropriate staff.


We take complaints very seriously. Firstly, please raise the matter with the member of staff involved – then if you are not satisfied, speak to the vet in charge of your case. We hope that most problems can be solved easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as quickly as possible, ideally within a matter of days or at most a few weeks. This will enable us to establish what happen much more easily.

Complaints concerning our team and any procedures as well as complaints concerning the treatment of your horse during a visit to your yard or home should be addressed to Jenny Croft MRCVS (Clinical Director).

Complaints regarding an examination or treatment of your horse in the hospital should be addressed to Jenny Croft MRCVS (Clinical Director).

Complaints regarding fees or any other administrative concerns should be addressed to Lindsay Jamieson (Practice Manager) as soon as possible after receipt of the invoice.

Alternatively you may wish to make an appointment to discuss your concerns with the Practice Manager or a Director.


We shall endeavour to acknowledge your complaint within 48 hours and aimed to have reviewed your compliant within ten working days of the date that we received it. We will then be in a position to discuss it with you or arrange a meeting with the people involved.

When we look into your complaint we will aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned (if you would like to do this)
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem doesn’t happen again.

Please remember our aim is to do the best for you and all the horses in our care. We rely on feedback to guide us in how to provide the best possible service. If you are unhappy, please let us know. We cannot do anything if we do not know about it, so please always tell us.