Complaints Policy

 

At Horner Vets, our policy is to deal quickly and effectively with any concerns or complaints raised with us. Every complaint is treated with respect and investigated fully so we can reach a fair conclusion. We record all complaints and review them regularly to help us keep improving our care and service.

How to raise a complaint

Please speak to any member of our team. They will listen to your concerns, take the key details and, where possible, resolve things with you there and then.

If your concern can't be resolved straight away, we'll ask you to put it in writing to our Practice Manager. You can do this by:

To help us investigate, please include:

  • Your name and contact details

  • Your pet's name

  • The date and time of the incident

  • The team members involved (if known)

  • What happened, the outcome, and why you are dissatisfied

What happens next

  • Your complaint is passed to the relevant manager.

  • We will contact you by phone within 7 working days of receiving your complaint.

  • We aim to resolve all complaints within 10 working days of the complaint being made.

  • If we can't resolve your complaint within 10 working days, we will let you know that it has become an "Actionable Complaint" (see below).

How we investigate

  • Reviewing your pet's clinical records and notes

  • Speaking with every team member involved

  • Cross-referencing everyone's account of what happened

  • Clarifying any details with the individuals involved

  • Putting together our response and sharing the outcome with you

Actionable Complaints

An Actionable Complaint is a complaint we have been unable to resolve within 10 working days of it being made. In line with the CMA's 2026 order, an Actionable Complaint must be made within 12 months of the date the matter occurred, or the date you became aware of it, whichever is later.

If your complaint becomes an Actionable Complaint, we will email you with:

  • Our complaints process

  • A named contact you can speak to about your complaint

  • A summary of your complaint so far

  • An offer of what we consider to be a fair remedy, if we find there is merit to some or all of your complaint

  • The complaints decision tree published by the RCVS

You will receive a full written response no later than 8 weeks after your complaint becomes an Actionable Complaint. If we need longer, we will explain why, and you will receive our response no later than 12 weeks after it became an Actionable Complaint.

Taking your complaint further

If you are not satisfied with the outcome of our investigation, you have the right to raise your concern with the Royal College of Veterinary Surgeons (RCVS). Visit www.rcvs.org.uk/concerns for details of their process.