Complaints

easipetcare Client Complaints Procedure

Here at easipetcare we strive to deliver the very best standard of care and service to each and every one of our valued clients.

If, however, you feel your visit did not meet your expectations, or if you have a concern you would like to raise with us, please find detailed below our complaints procedure.

We take all client complaints seriously and to ensure we are able thoroughly consider and investigate each one, the following steps are required to be followed:

  1.    The Head of Practice in receipt of a verbal complaint will make all attempts to resolve this informally
  2.    If this is unable to be resolved verbally, the client is requested to place their complaint in writing to the Head of Practice
  3.    Once received, the Head of Practice will acknowledge receipt of the written complaint within 24 working hours
  4.    All necessary investigations will be undertaken and the client can expect a response within 7 days
  5.    If at this stage the client is still unhappy with the situation, this can be referred to our Managing Director for consideration

Please note that all complaints must be submitted by the registered owner in order for us to be able investigate.

Please also note that our Head Office consists of administrative functions only and is therefore unable to assist with client complaints.