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Complaints policy

1. Introduction
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Zoomies Mobile Vet Care Ltd  is a small, independent, family-run veterinary practice, and we care deeply about providing the best service for your pets and you.

We care about your pets as much as you do, and we want you to feel confident in the care and service we provide. If something isn’t right, we’re here to listen and work with you to sort it out. Your feedback helps us keep improving, so we can provide the best possible service for your family and your pets.

We understand that there may be times when you are not completely satisfied with our services, and we want to ensure that any concerns you have are heard and addressed.

This Complaints Policy outlines how we handle any complaints or issues that may arise in a clear and friendly way.

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2. Why We Have This Policy

Our aim is to:

  • Make sure you have a simple and clear way to let us know if something isn’t right.

  • Resolve any complaints quickly, professionally, and fairly.

  • Use your feedback to improve and make our service even better.

  • Follow UK regulations and ensure we’re always meeting the high standards expected of us.

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3. What is a Complaint?

A complaint is when you feel dissatisfied with any part of the service we’ve provided, whether that’s:

  • The care and treatment your pet has received.

  • How our staff have interacted with you or your pet.

  • Issues with appointment scheduling, billing, or communication.

  • Any other part of our service that didn’t meet your expectations.

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4. How to Make a Complaint

If you have a complaint, a question, or feedback you like to make us aware of please don’t hesitate to let us know. You can get in touch with us in the following ways:

  • By email : info@zoomiesmvc.co.uk

  • By phone: 07729 942558

  • In person: If we’re seeing you and your pet, feel free to chat with the vet directly.

When making a written complaint, it’s really helpful if you can include:

  • Your name and contact details.

  • A clear description of the issue, including dates, times

  •  or any other relevant details.

  • Anything else that might help us understand your concern and investigate.

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5. Our Complaints Process

When we receive a complaint, we aim to handle it with care and respect. Here’s what happens next:

  • Acknowledgment: We’ll acknowledge your complaint within 3 working days to let you know we’re looking into it.

  • Investigation: We will take the time to fully investigate your concerns, which may include speaking with our staff and reviewing any relevant details. We aim to finish this process within 14 working days.

Resolution: After we’ve looked into everything, we will respond to you with our findings and explain any actions we plan to take to fix the issue. If we agree with your complaint, we’ll let you know what steps we will take. If we don’t agree, we will explain why.

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6. If You Need to Take the Complaint Further

If you’re not happy with how we’ve handled your complaint, or if it isn’t resolved, you can take it to an independent body, such as:

  • The Royal College of Veterinary Surgeons (RCVS), who oversee veterinary standards in the UK.

  • Citizens Advice can give you advice on the next steps.

  • The Veterinary Client Mediation Service (VCMS), which helps resolve issues between clients and vets.

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7. Keeping Things Confidential

We take your privacy seriously. Any personal information you share with us during the complaint process will be kept confidential and handled according to data protection laws (GDPR).

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8. Looking for Ways to Improve

We always want to improve, and your feedback is incredibly valuable to us. We also review this policy each year to ensure we are keeping up with the best practices.

This policy is in line with UK consumer rights and veterinary care standards.

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Last updated on 24th of March 2025.

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