Complaints Procedure

1. Introduction

We always aim to provide a high standard of care, and at GVG Brooks our mission is to provide excellence in equine veterinary care.Our customers’ views are important to us and help to ensure our s

ervices 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 tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.

2. Making a suggestion

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 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

3. Making a complaint

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.

4. Who can complain

Anyone affected by the way GVG Brooks provides services can make a complaint.

5. How you 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.

6. Anonymous complaints

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.

7. Responsibility

Stephen Brooks has 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.

8. How we handle complaints

Stephen Brooks may ask one of the management team to investigate the complaint. 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 finished within 28 working 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.

9. Time limits

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.