Oakwood Vets try to exceed your expectations in everything that we do. However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, in order to deal with the situation as quickly as possible and put measures in place to stop it happening again.
The aim of this policy is;
If you would like to provide feedback or have a problem that needs resolving, please make contact with any member of staff who are all trained to assist clients. They may be able to resolve your concerns quickly there and then however if they cannot resolve the situation they will ensure that it is passed to the appropriate person.
We will always thank you for the feedback and record it so that we can learn from this. We take complaints very seriously and we treat them as an opportunity to develop our approach. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.
Feedback forms are available at reception if you would prefer to put any comments in writing.
Our relationship with our clients is important to us and we will always strive to resolve complaints to your satisfaction.
In the event that you wish to make a more formal complaint or have a concern that may require a more detailed investigation we ask that you do the following;
On receipt of a formal complaint, we will;
We reserve the right to transfer medical records to professional advisors and mediators, if we believe it is in the interests of assisting to resolve a complaint.