Complaints Policy

At Skylark Vets Limited, we are committed to providing exceptional care for your pets and excellent service to our clients. We understand, however, that there may be occasions when you feel we have not met your expectations. We take all feedback seriously and view it as an opportunity to improve our services for the future.

Step 1: Informal Resolution

If you are dissatisfied with any aspect of our service, we would welcome the opportunity to discuss this with you. Most problems can be resolved quickly through an informal conversation.

• In Person or by phone: Please speak to a member of our team or ask to speak with the Practice Manager. We are confident that a direct discussion is often the best way to find a resolution.

Step 2: Formal Written Complaint

If your concerns remain unresolved after an informal discussion, we ask that you submit your complaint in writing so we can conduct a thorough internal investigation.

• Email: contact@skylarkvets.co.uk
• Timeline: We will acknowledge your email and provide a full response within 10 working days.

Step 3: Independent Mediation

If a resolution cannot be reached through our internal process, the next step is to involve the Veterinary Client Mediation Service (VCMS). The VCMS is an independent, free, and voluntary service that uses mediation to help resolve disputes between veterinary practices and their clients.

• Phone: 0345 040 5834
• Email: enquiries@vetmediation.co.uk
• Website: www.vetmediation.co.uk

Step 4: Regulatory Review

Finally, if the mediation process does not reach a satisfactory conclusion, you may refer your complaint to the Royal College of Veterinary Surgeons (RCVS). Please note that the RCVS specifically deals with serious breaches of professional conduct.

• Phone: 020 7202 0789
• Online Form: rcvs.org.uk/submit-your-enquiry