Feedback & Complaints
We’re Here to Listen
At Folly Veterinary Centre, providing excellent care for you and your pet is incredibly important to us.
As a small, independent practice, we value the relationships we build with our clients. If something hasn’t gone as expected, we want to hear from you so we have the opportunity to understand your concerns and put things right where we can.
We also welcome positive feedback – it helps us know what we're doing well and where we can continue to improve.
How to Raise a Concern
If you have a concern, please speak to a member of our team in the first instance. Many issues can be resolved quickly through a conversation.
If you would like to make a formal complaint, please contact us by email or in writing and include:
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Your name and contact details
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Your pet’s name
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A brief explanation of your concern
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When the issue occurred
Email: follyvets@gmail.com
Telephone: 01495 616 656
What Happens Next?
We’ll acknowledge your complaint within 3 working days and aim to provide a full response within 32 working days.
We’ll review your concerns carefully and keep you informed if we need any additional information or more time to investigate.
Our aim is always to deal with concerns fairly, respectfully and openly.
If We Can’t Resolve Your Concern
We hope we can resolve any concerns directly with you.
If you've completed our complaints process and remain unhappy, you may be able to seek independent support through the Veterinary Client Mediation Service (VCMS).
Serious concerns relating to the professional conduct or fitness to practise of a veterinary surgeon or veterinary nurse can be raised with the Royal College of Veterinary Surgeons (RCVS).
Talk to Us
Your feedback helps us continue improving the care and service we provide to our clients and their pets.
If there’s something you'd like to discuss, please get in touch.