Complaints

Occasionally we don’t get things right and our service falls short of the high standards you are entitled to. In most cases, it is as a result of a simple misunderstanding and can be quickly resolved. Please be assured, however, we take all complaints very seriously and investigate each one promptly and fairly.

Contacting someone who can help

By telephone:
Please call one of your local vet4life practice between 9.00 am and 5.00 pm Monday to Friday, except bank holidays. The person you speak to will give you their name so you have a point of contact. However, to prevent any misunderstanding, we request that all complaints are made in writing.

By post:
Please write to Mr Ian Stroud, Vet4life Ltd, 160 High Street, Teddington, Middlesex. TW11 8HZ

By email:
Please send your email to ian@vet4life.co.uk

Information to help us to help you

To help us deal with your query more effectively please:

  • Mark your letter or email “Complaint” and keep a copy.
  • Give your full name and your pet’s name.
  • Give your full postal address including postcode and a daytime telephone number where we can call you.
  • Outline your case clearly, including relevant dates. Set out the facts clearly in the order in which they happened.
  • Let us know what you would like us to do next?
  • Enclose copies of documents if these are relevant, keeping the originals.

What happens next?

If you telephone us, we may be able to resolve everything straight away. Otherwise, if you write to us, we will send you a letter acknowledging this within five working days.

If you haven’t heard from us within seven working days of the day you think we should have received it, please call us on the above number to check whether we have received it.

To investigate your complaint we may need to contact our veterinary team, to clarify what, where and when these things happened.

After we have investigated your complaint we will write to you explaining the outcome.

How long will the investigation take?

We expect to complete our investigation within four weeks of receiving a complaint, although in many cases it will be sooner.

If we can’t complete the investigation within four weeks we will write to you explaining the reason for the delay.

What happens at the end of an investigation?

When we have completed our investigation we will write to you with our decision and the reasons for it. We are then very happy to have a follow up telephone, or face to face, conversation with you should you wish.