At Nova Vets, we are committed to providing the highest standards of veterinary care and customer service. We value feedback from our clients and recognise that, on occasion, things may not meet your expectations.
We take all complaints seriously and view them as an opportunity to improve our services. Our aim is to investigate concerns fairly, promptly, and transparently.
How to Raise a Concern
If you are unhappy with any aspect of our service, we encourage you to raise your concerns as soon as possible.
In many cases, concerns can be resolved quickly by speaking directly with a member of our team. If the matter cannot be resolved immediately, or you wish to make a formal complaint, please follow the procedure below.
Contact Details
Nova Veterinary Centre
Unit 6C, Ni Park
Newport, Shropshire
TF10 9LH
Telephone: 01952 446456
Email: reception@novavets.co.uk
Making a Formal Complaint
To help us investigate your concerns effectively, please provide:
- Your full name and contact details
- Your pet’s name
- The date(s) of the incident or treatment
- A clear description of your concerns
- The names of any team members involved (if known)
- Copies of any relevant documents, photographs, invoices, or correspondence
Complaints may be submitted by email, letter, or in person.
What Happens Next?
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
The acknowledgement will confirm who is handling your complaint and explain the next steps.
Step 2 – Investigation
Your complaint will be reviewed by the Practice Manager, Clinical Director, or another appropriate senior member of the team who has not been directly involved in the matter where possible.
As part of our investigation, we may:
- Review clinical records
- Speak with the veterinary surgeons, nurses, or team members involved
- Review correspondence and documentation
- Contact you if further information is required
Step 3 – Response
We aim to provide a full written response within 14 working days of acknowledging your complaint.
Where a complaint is particularly complex and requires additional time, we will keep you informed of progress and provide an estimated timescale for completion.
Our response will explain:
- The findings of our investigation
- Any actions taken or proposed
- Any lessons learned or service improvements identified
If You Remain Dissatisfied
If you are not satisfied with our response, you may request that the matter be reviewed by a senior member of the practice management team.
Where appropriate, you may also seek independent advice from the RCVS.
Royal College of Veterinary Surgeons (RCVS)
The RCVS regulates veterinary surgeons and veterinary nurses in the United Kingdom. Concerns regarding professional conduct may be referred directly to the RCVS.
Website: https://www.rcvs.org.uk
Data Protection
Any information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable UK data protection legislation. Information will only be used for the purposes of investigating and resolving your complaint.
Our Commitment
Nova Vets is committed to treating all complainants fairly, courteously, and without discrimination. Raising a complaint will not affect your pet’s ongoing care and we encourage clients to share concerns so that we can continue improving the service we provide.
