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Complaints

TYWYN
01654 710416

CAMBRIAN VETS

professional pet healthcare

MACHYNLLETH
01654 702444

FOR EMERGENCY + OUT OF HOURS CARE CALL 01654 710416

COMPLAINTS

Consultations and operations are done daily by appointment. We will see emergencies at any time, but please try to let us know you are on your way. To find out more or to register your pets with us please give us a call at Tywyn: 01654 710416 or Machynlleth: 01654 702444.

 

There are several ways to raise a complaint and we encourage you to use the method that best suits you:

 

  • Talk with a member of the Reception team and they will log your concerns in the Complaints Book. This does not need to be done at the Reception desk. For privacy, you can request that this discussion happens in a Consult room.
  • Send an email to info@cambrianvets.co.uk. We will acknowledge your email within 2 working days.
  • Speak with the Practice Manager.

 

You will need to provide:

  • Your name and contact details;
  • Your pet’s name;
  • The date of the visit;
  • A brief description of your concerns; and
  • What you would like the practice to do

 

Our team can sort out most complaints quickly, often at the time they arise. Other complaints take a little longer.

 

What you can expect from us:

 

Acknowledgement of your complaint: Within 5 working days

 

A full response from us: If this is not possible, then we will still give you an update within 10 working days and provide a new timeline for the full response

 

We will do our upmost to try and address your concerns. However, if you are not satisfied then you can escalate the complaint with the Veterinary Client Mediation Service (VCMS). This is a free and impartial service. They will work with us both to find an acceptable solution. The service they provide is friendly, constructive and free from judgement.