Complaints Policy

Our aim is to provide clients and patients with the best possible standard of service and care at all times. If you feel that we have not met these high standards, then please contact us as soon as possible and we will do our best to address your concerns.

In the first instance, it is best to speak to the case vet about any concerns you may have, as it may be possible to resolve any issues very quickly.

If the vet is not available, then please speak to any member of our staff and they will either try to resolve any problems themselves or will direct your concerns to the relevant member of staff.

We aim to resolve any issues as quickly as possible but if you are unhappy with our response, or if you wish to make a more formal complaint, then please do so in writing to:



Alasdair Barclay

Senior Partner

Charnwood Veterinary Centre

5 Charnwood Road

Dumfries

DG1 3AG

It would be helpful if any complaint can detail:

·        Your name, address and contact telephone number or email

·        The date on which you last attended the practice

·        A brief description of your concerns

·        Details of which members of staff were involved

·        What resolution you are hoping for

Where possible we aim to provide a full response to you within 14 days of the complaint being made. If it is not possible to investigate your complaint within this timeframe then we will write to you acknowledging our receipt of your complaint and advising you of our expected timeframe.