Complaints Policy
We always strive to provide you with the best possible service, and to ensure the health and welfare of animals entrusted to our care as per our professional code of conduct.
Feedback is encouraged to ensure that we can make improvements where necessary, and the sooner we are made aware of an issue the sooner we can address it.
Ways to contact us with feedback:
- Face to face – please inform the vet or nurse in charge of your pet’s care during your visit, first and foremost, if you have a concern. We will always be happy to help. Please remember that we are all doing our best, and abusive behaviour will never be tolerated.
- Phone us – 0131 287 2662
- Email us – the managers can be contacted directly via contact@heritagevets.co.uk
- Write to us – The Practice Owners, 4 Thornybank, Dalkeith, Midlothian, EH22 2NQ
If you wish to make a complaint, please ensure that you provide your name, address and preferred method and time of contact/reply. Please also include your pet’s name, date on which you last attended the practice, a summary of your concerns, and any team members involved if you know their names. All communications will be treated with confidentiality. We will respond as soon as we can, and always within 14 working days.
If you are not satisfied with the outcome of our internal communications, you can contact relevant external bodies such as the Veterinary Client Mediation Service or the Royal College of Veterinary Surgeons.
