Complaints Procedure
We always aim to provide a high standard of care, and at GVG Brooks Equine Vets our mission is to provide excellence in equine veterinary care.
Our clients’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.
If a complaint alerts us to possible abuse or neglect we will report our concerns to the local authority adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.
First you should speak to the relevant member(s) of staff that you have been in contact with.
If the suggestion is something that GVG Brooks as a company needs to consider you can send it to:
GVG Brooks, B1-2 The Courtyard, Dovers Farm, Lonesome Lane, Reigate, Surrey, RH2 7QT
admin@gvgbrooksequine.co.uk
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
Anyone affected by the way GVG Brooks Equine Vets provides services can make a complaint.
Should you wish to submit a complaint, initial contact can be made: in person, by telephone, through a member of our staff, through an advocate or representative, by letter, or by e-mail. We request that any formal complaints be made in writing.
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
The directors (Steve Brooks, Ryan McCarthy, Meagan Burbury) have overall responsibility for dealing with all complaints made about the service provided .
We will provide as far as is reasonably practical: any help you need to understand the complaints procedure; or advice on where you may get that help.
A director will investigate the complaint, and may delegate some of the investigation to another person within the Practice. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will keep you informed about the progress of the investigation. We aim to have all complaints resolved within 28 days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to discuss the outcome and/or write to you with: details of the findings; any action we have taken; and our proposals to resolve your complaint.
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
