At Wolfe Vets, we are committed to providing exceptional patient care and outstanding service to our clients. We value all feedback whether positive or constructive as it helps us continually improve. This policy explains how you can share feedback or raise a complaint, and how we will handle it.
1. Informal Feedback
We encourage you to share feedback at any time. Informal feedback gives us the chance to learn and to resolve concerns quickly.
When you provide feedback, our team will:
- Listen to you carefully
- Do our best to answer your questions, or find a colleague who can help.
- Take your contact details if no one is available straight away, and make sure someone follows up with you.
- Always keep our promises and update you if things take longer than expected.
- Record your feedback so we can learn from it and make improvements.
2. Formal Complaints
If you feel your concern needs a more detailed investigation, you may make a formal complaint.
Please send your complaint in writing by email to:
Chiswick clinic: chiswick@wolfevets.co.uk
Fulham clinic: fulham@wolfevets.co.uk
When making a complaint, please include:
- Your full name and contact details
- Your pet’s name
- A clear and concise description of your complaint
We want to reassure you that every complaint is taken seriously, investigated thoroughly, and handled with care.
3. Complaint Handling Process
Once we receive your formal complaint:
- You will receive a written acknowledgement within 3 working days.
- We will carry out a full investigation, and may contact you for more details.
- You will receive a written update within 15 working days of us receiving your complaint.
- If we need more time, we will keep you updated until the investigation is complete.
4. Final Case Review
If you are unhappy with the outcome of your complaint, you may request a review of the investigation and decision-making process.
This review will be overseen and/or carried out by: James Bennett, Owner & Lead Vet
You will receive a final written response within 15 working days of us receiving your request. Once this review is complete, the complaint will be considered closed.
5. Our Commitment to You
We promise to:
Listen to every concern with respect.
Provide fair, transparent, and timely responses.
Use your feedback to improve our care and service.