Complaints

The George Veterinary Group aims to provide a high quality and efficient service to every client, pet, and animal, every time.  We strive to uphold our values – Compassion, Respect, Integrity, Sustainability, Progression and Care – in every interaction.

Your feedback is invaluable in helping us maintain and improve the quality of our services, and we are committed to dealing with complaints promptly and openly.

How do I make a complaint, and what will you do?

In the event that we are unable to resolve an issue at the time it happens, you are welcome to use the form below to get in touch with our Customer Service Lead, Elizabeth Kaye, who is the first point of contact for any complaint. Please include as much information as possible as this will help us investigate quickly and thoroughly. Once your email is received, we aim to deal with it within the following timeframes:

By the end of the next working day:

We will acknowledge your email, with a summary of our understanding of the issue(s) and let you know how we will be dealing with it.

Within the following 3 working days:

We will have contacted you again with an update, and to ask any questions we may have that will help us to investigate.

Within the following 15 working days:

We will have come back to you with a full response, or a second update explaining why we do not yet have a full response, and a timeline within which you can expect it.

If you are not happy with the full response:

You can ask for a director to review your complaint and the investigation. In this case, we will aim to get back to you within a further 15 working days, or let you know if this is not possible, and give you a revised timeline.

In the event that you still feel the matter is not resolved to your satisfaction, you can contact the Veterinary Client Mediation Service (VCMS), a voluntary, independent and free complaint mediation service for clients whose animals have received veterinary care and for the veterinary professionals providing that care.

Please complete the form below, and a member of our team will get back to you.