Patient – Client Relationships – Our complaints policy

What to do in the first instance
We are committed to providing a high-quality veterinary service to all our clients. If you feel that
this has not been provided to you and your pet, then we need you to tell us about it.
If you have a complaint, then you need to inform us, in writing, of the incident, with as much detail
as possible, including any names of staff members involved to:

The Practice Manager
Armac Veterinary Group Limited
147 The Rock
Bury
Lancashire
BL9 0ND

What will happen next?

• 1. We will send you a letter of acknowledgment informing you of the receipt of your complaint
  within ten (10) working days of receiving it.
• 2. We will then carry out a full investigation of your complaint. This will normally involve
  checking your clinical records and speaking to the relevant members of staff.
• 3. The Practice Manager or Director will send you a detailed written reply to your complaint,
  including his/her suggestions for resolving the matter, within fourteen (14) days of sending
  you the acknowledgement letter.
• 4. At this stage, if you are not satisfied, then you can contact the Royal College Of Veterinary
  Surgeons:

Professional Conduct Department,
Royal College of Veterinary Surgeons
Belgravia House
62-64 Horseferry Road
London
SW1P 2AF