COMPLAINTS
Complaints
We hope you never need this page. Many of the families we help are going through one of the hardest days of their lives, and we take great care to get every part of our service right. If something has gone wrong, or you are unhappy with any part of our care, we want to hear from you so we can put it right.
The Vet 2 Go is an independent veterinary practice, owned and run by Dr Petar Petrov MRCVS. We handle complaints about every part of our service, including home visits, euthanasia, quality-of-life assessments, animal health certificates, aftercare and any cremation arrangements made through us.
How to raise a concern
You can contact us in whichever way feels easiest:
- Phone: 07865 741692 or 07865 741831
- Email: thevet2go@gmail.com
- Online: through our contact form https://www.thevet2go.co.uk/contact
If you’d rather talk things through first, just call us. You don’t have to put anything in writing unless you want to.
To help us look into it, please include your name, your pet’s name, the date of the visit or service, and what you are unhappy about. If you can, also tell us what you would like us to do to put things right.
Please raise any concern within 12 months of the event, or of when you became aware of it.
Enquire
What happens next
- We’ll try to put things right straight away. Often a conversation is the quickest way to resolve a concern, so we’ll contact you to talk it through.
- If we can’t resolve it within 10 working days, we’ll treat it as a formal complaint and acknowledge it in writing within a further 5 working days, telling you who is looking into it.
- We’ll look into it carefully, including reviewing your pet’s clinical records and any messages or paperwork.
- We’ll send you a full written response within 8 weeks of your complaint becoming formal. It will explain what we found, any action we are offering to take, and what you can do next if you’re still not satisfied. In the rare case that we need longer, we’ll write to you within those 8 weeks to explain why, and you will receive our full response no later than 12 weeks.
If you’re still not satisfied
If we can’t resolve your complaint between us, you can contact the Royal College of Veterinary Surgeons (RCVS), which regulates vets in the UK.
- Website: rcvs.org.uk
- Phone: 020 7202 0789
- https://www.rcvs.org.uk/veterinary-professionals/conduct-and-guidance/concerns-about-veterinary-professionals
Your information
We will treat your complaint confidentially and use your details only to investigate and respond to it, in line with our Privacy Policy. We keep a record of all complaints so we can learn from them and keep improving our service.
Raising a concern will never affect how we treat you or your pets in the future.
Enquire
