Ipswich Veterinary Practice
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01473 333677
24 Hour Emergency

A Lifetime of Care

Orwell Veterinary Group
Customer Complaint Procedure

If you are unhappy with our service or have a complaint we want to hear about it and will do our best to put it right.

Our Customer Complaints Procedure has the following goals.
-To deal with complaints fairly, efficiently and effectively.
-To ensure that all complaints are handled in a consistent manner throughout.
-To increase customer satisfaction.
-To use complaints constructively in the planning and improvement of all our services.

Who can complain?
Anyone who is receiving a service from Orwell Veterinary Group

How to complain
Orwell Veterinary Group would like to resolve any dissatisfaction or complaint as soon as possible.
Many complaints can be resolved informally. In the first instance please speak to any member of staff at the time you feel dissatisfied. They will be happy to listen to your concerns and take appropriate action to assist in resolving the matter. If it is not possible to deal with a complaint at the time please contact
Lesley Ramsay who is our Customer Care Manager. Lesley is based at our Grange Farm surgery and can be contacted via phone or letter (see details at foot of page) or via email using her personal address lesley@orwellvets.co.uk

What Happens Next
-You will be asked to complete a Customer Complaint Form. We will aim to resolve your complaint at the time. If this is not possible it will be referred to Lesley Ramsay at our Grange Farm Surgery.
-We will acknowledge your complaint within 2 working days.
-We will aim to reach resolution within 7 working days of the complaint.
-You may be contacted to make sure that we have understood your complaint properly. Please ensure you have given us your contact details. If you have provided a phone number please advise us of the times that are most convenient to talk to you.
-In all cases a complaint will be given full and fair consideration
-We will share our findings and conclusions with you. We will acknowledge what went wrong and offer suitable remedy and acknowledgement. We will also inform you if we feel we offered reasonable service and discuss our reasons why.
-We will follow up any complaints to ensure that you are satisfied with the resolution.

April 2015
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Berners House
56 Berners Street
Ipswich IP1 3LU
Tel 01473 257557

Stutton Surgery
2 Manningtree Road
Stutton IP9 2SW
Tel 01473 257557

Perfect PetCare
Nacton Road
Ipswich IP3 9QJ
Tel 01473 720632

Grange Farm Hospital
Hartree Way, Grange Farm
Kesgrave IP5 2BZ
Tel 01473 333677

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