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Strachan Veterinary Practice
Complaints Handling Policy

We are committed to providing excellent customer service to our clients in line with our professional code of conduct.  When something goes wrong, we welcome you to tell us about it.  This will help us to improve our service and standards.

We strongly advocate informal resolution of complaints by speaking directly with the practice in the first instance.  Communication is key, and if we can resolve your complaint quickly and easily, we will endeavour to do so.

If you are not able to reach an informal resolution with the practice, a formal process is in place and outlined below.

How to contact us

  • Tell us in person- in the first instance we would encourage you to tell the person in charge of your pet’s care; they may be able to resolve your concern there and then. If they are unavailable, please discuss your concerns with any member of our team who will be happy to help.
  • Email us at strachanveterinarygroup@gmail.com
  • Telephone us on 0191 265 3998
  • Write to us at:
    • 36 Heaton Road, Newcastle Upon Tyne, NE6 1SD

Formal complaints procedure

  1. Formal complaints can be raised directly with the practice by a complainant or on behalf of within three months of the complaint event or as soon as this matter first came to the attention of the complainant. This will allow us to establish what happened more quickly and effectively.

  2. Please include the following information to assist us in investigating the problem:
    1. Your full details along with your pets name
    2. Why- the nature of the complaint/problem
    3. Where- the practice you are making a complaint about
    4. When the problem occurred
    5. Who- which staff were involved
    6. What you are hoping for as an outcome

  3. We shall acknowledge your complaint within 5 working days, telling you who is dealing with your complaint and when you can expect a reply.

Complaints are usually addressed by the lead vet or practice manager.

  1. We will aim to investigate and respond to your complaint within 20 working days of receipt. If further time is needed in which to thoroughly investigate your complaint, we will write to you again to let you know, and will do so every 20 working days until we are able to provide a full response.

  2. If you are unsatisfied with the outcome of this process, you may contact appropriate external bodies such as the Veterinary Client Mediation Service (vetmediation.co.uk) or the Royal College of Veterinary Surgeons (www.rcvs.org.uk/home/)