Complaints Policy

1. Purpose

This policy sets out how Sore Paws Veterinary Clinic handles complaints. We are committed to providing a high-quality service and maintaining trust and transparency with our customers, clients, and stakeholders. We take all complaints seriously and aim to resolve them fairly, efficiently, and promptly.

2. Scope

This policy applies to all customers, clients, partners, and members of the public who have dealings with Sore Paws Veterinary Clinic. It covers complaints about:

• The standard or quality of our products or services
• The behaviour or conduct of our staff, contractors, or representatives
• The way a policy or procedure has been applied

This policy does not cover:

• Employment-related complaints (addressed through HR procedures)
• Anonymous complaints (which may not be actionable)

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service, actions, or lack of action by Sore Paws Veterinary Clinic, its employees, or representatives.

4. Principles

We will handle all complaints in line with the following principles:

• Fairness: Treat all complaints and complainants with respect and impartiality.
• Confidentiality: Protect personal information and only share details as necessary to resolve the issue.
• Transparency: Clearly communicate how the complaint will be handled and the expected timeframes.
• Accountability: Learn from complaints to improve our services and prevent recurrence.

5. How to Make a Complaint

Complaints can be submitted through any of the following channels:

• Email: complaints@sorepawsvets.co.uk
• Mail: Sore Paws Veterinary Clinic, Commercial Hotel, Commercial Street, Winlaton, Blaydon-on-Tyne, NE21 5QX or Sore Paws Veterinary Clinic, Unit5&6 Cobblers Hall, Carers Way, Newton Aycliffe, County Duram, DL5 4SE
• In person: Either practice at Winlaton or Newton Aycliffe

Please include:

• Your name and contact details
• Details of your complaint (what happened, when, and who was involved)
• Any supporting evidence or documents

6. Complaints Process

Stage 1 – Informal Resolution
We encourage complaints to be raised informally first, where appropriate. A member of staff will attempt to resolve the issue promptly (within 5 working days).

Stage 2 – Formal Complaint
If the issue cannot be resolved informally, it will be escalated to a senior staff member or manager. A written acknowledgment will be sent within 3 working days of receipt. A full investigation and written response will be provided within 7-10 working days.

Stage 3 – Appeal
If you are dissatisfied with the outcome, you may appeal within 10 working days. The appeal will be reviewed by a senior manager or independent reviewer. A final response will be provided within 20 working days.

7. Record Keeping

All complaints and their outcomes will be logged and securely stored. Data will be retained in accordance with Sore Paws Veterinary Clinic’s data protection policy and used for monitoring and service improvement.

8. Continuous Improvement

We regularly review complaints data to identify trends, root causes, and areas for improvement. Lessons learned are shared with staff and incorporated into training and operational processes.

9. Policy Review

This policy will be reviewed annually or sooner if legislation, organisational structure, or feedback requires.