At Focus Referrals, we are fully committed to providing the best possible service for our patients, clients and referring vets. However, even with the best intentions, things sometimes do not live up to expectations. If you feel this is the case, we would be happy to discuss your concerns so that we can hopefully relieve your distress and use your feedback to improve our service in the future.

Initial concerns

Initial concerns are often best resolved at the time so please do speak to a member of staff when you are with us if you are not happy with the service you have received. We are committed to listening, investigating, and reaching a resolution in such circumstances.

Formal complaints

If you do not feel that your concerns have been resolved during an initial discussion at the time, you may wish to raise a formal complaint. We request that you make the formal complaint in writing, addressed to ‘The Practice Manager’, include a factual summary of the events from your perspective and how you feel that the matter might be resolved. Please allow us 4-5 working days to acknowledge your complaint, investigate the circumstances surrounding it and to construct a proposal for resolution. If you would prefer to speak face-to-face, we would be happy to arrange a meeting.

If we fail in resolving the problem to your satisfaction you may wish to contact the Veterinary Client Mediation Service who provide a free-of-charge service.

Very serious concerns relating to a vet or vet nurses’ professional conduct can be raised with the professional conduct department of the Royal College of Veterinary Surgeons at Belgrave House, 62-64 Horseferry Road, London SW1P 2AF or you can contact the RCVS via their website