Tell us if we get it wrong.

At Lanes Vets, our aim is to provide the best possible service and care for you and your pets. We value all feedback, comments and suggestions as they are essential to help us improve. If you feel our service has fallen short of your expectations, we want to hear from you.

This procedure outlines how we handle concerns fairly and transparently, in line with the Competition and Markets Authority (CMA) and Royal College of Veterinary Surgeons (RCVS) guidelines.

Step 1: Raising your concern

Many concerns can be resolved immediately. In the first instance, please speak to the person in charge of your pet’s care or the branch leadership team (Head Nurse, Lead Vet or Practice Manager). They will do their best to address the matter quickly, even during active treatment.

If this is not suitable, or you feel the matter remains unresolved, please submit a formal complaint. While we prefer complaints in writing to ensure accuracy, you may also raise a complaint verbally if you require assistance.

• Email: feedback@lanesvets.com
• Post: Feedback Team, Lanes Vets, Leachfield Industrial Estate, Green Lane West, Cabus, Garstang, Lancashire, PR3 1PR

Please include:

• Your name and contact details
• Your pet’s name
• The date of the visit and the staff members involved (if known)
• A brief description of your concerns
• A summary of what you feel we can do to resolve the matter

Step 2: Acknowledgment

We will treat any point you raise with strict confidentiality. We will acknowledge receipt of your complaint within 5 working days. At this stage, we will confirm who is investigating your concern (typically a member of the Feedback Team, the Clinical Lead or the Practice Manager).

Step 3: Investigation and response

We aim to provide a full, clear written response within 14 working days. Our response will address your points directly and detail any remedial actions taken.

Complex cases: If an investigation requires more time, we will notify you and provide an updated timeline. In accordance with CMA guidelines, a final response will be provided within a maximum of 8 weeks.

Step 4: Internal escalation

If you are dissatisfied with our initial response, you may request an internal review. Your case will be elevated to a Director who was not involved in the initial investigation. We aim to provide a final internal decision within 14 working days of your request for escalation.

Step 5: External mediation and advice

If we cannot reach a resolution together, you have the right to seek independent assistance. We fully support the use of mediation:

• Veterinary Client Mediation Service (VCMS): A free, independent service for resolving disputes between vets and clients. vetmediation.co.uk
• Royal College of Veterinary Surgeons (RCVS): For concerns regarding professional conduct or fitness to practice. rcvs.org.uk

Important information

• No retaliation: Raising a concern or complaint will never negatively impact the quality of care your pet receives. We encourage open communication.
• Social media: While we welcome feedback, we do not consider social media to be an appropriate arena for complaint management and encourage respectful use of these platforms.
• Transfer of care: If the professional relationship breaks down to the point where we can no longer provide services, we will continue to provide emergency care for 14 days to allow you time to register with a new practice.
• Ownership disclosure: Lanes Vets Limited is an independent practice.