Customer Complaint Policy
Here at Tern Vets we aim to provide our clients and their pets with the highest quality veterinary service. If we do not meet your expectations then we aim to deal with the matter immediately where possible whether this is over the phone, face to face or via e-mail. We are constantly striving to improve our services, and therefore welcome suggestions from our clients in ways in which we can do so. Firstly, we recommend that you come into the practice to talk to us about your complaint and our staff will work with you to find a suitable resolution. We may refer you to the practice manager or one of our partners in order for the issue to be resolved efficiently. If you are not able to visit the practice or you feel that your complaint has not been resolved after talking to us then we would ask that you put the complaint in writing addressed to:
FAO Tracey Pendlebury
25 Stafford Street
An acknowledgement of a letter will be sent within 5 working days of receipt of the letter and an email will be acknowledged within 48 hours. We will then undertake a full investigation as to the complaint and a full reply regarding the concerns expressed will be sent within 14 working days. Ultimately it is our aim to reach an agreeable outcome for any complaint received. Each case is handled as an individual and confidential matter.