Our aim is to provide you and your pet with the best possible service and care and in line with our professional code of conduct; to pursue our work with integrity respecting our responsibilities to the public, our clients and the Royal College of Veterinary Surgeons. First and foremost we endeavour to ensure the health and welfare of animals entrusted to our care.

We encourage feedback regarding all our services and constantly strive to make effective improvement where and when opportunities arise. The sooner we are made aware the sooner we can address the feedback and encourage prompt contact even if this is during current treatment.

We will treat any point you raise in confidentiality. Upon receiving your correspondence, we will acknowledge receipt as soon as practically possible and within 7 working days and may contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able. In normal circumstances, we would aim to have addressed your complaint within 14 working days of receiving it or provided an explanation for the delay in meeting this objective.

If you are not satisfied with the outcome of this process, you may then raise your concern with appropriate external bodies such as the Veterinary Client Mediation Service (www.vetmediation.co.uk) or the Royal College of Veterinary Surgeons (www.rcvs.org.uk).

If you have any general comments please:

Email the practice email address (contact@catmosevets.co.uk). Alternatively write to Catmose Vets either via post or hand in to reception.

Thank you in advance for taking the time to give us your thoughts.