1. Our Commitment
We strive to provide the highest standard of veterinary care and client service. We take all complaints seriously, treat them confidentially, and it will not affect the future care of your pet.
2. Definition of a Complaint
A complaint is any expression of dissatisfaction about the veterinary practice, its staff, fees, clinical decisions, or service delivery.
3. How to Submit a Complaint
Please submit your complaint in writing to ensure accuracy. Include:
- Your name and Your pets name
- Dates of relevant visits or treatment
- A clear description of the complaint
Submit all information via email to info@mojo-vets.co.uk For the attention of Mario and Adam (practice owners).
Verbal complaint to the staff will be documented, but a written submission is preferred for formal investigation.
4. Our procedure
Step 1 – Acknowledgment
We will acknowledge receipt within 2 business days and confirm who is handling your complaint.
Step 2 – Investigation
The Practice owners will lead the investigation, which may include:
- Reviewing clinical records
- Speaking with the parties involved
- Consulting the VDS if required.
We aim to have a full response within 14 business days.
Step 3 – Response
Our written response will explain our findings and any action taken. This may include:
- An apology
- Clarification of fees or treatment options
- A refund or partial refund (where appropriate)
- Staff retraining
Step 4 – Escalation
If you are not satisfied with our final response:
- Internal review – Request a review by the practice owners.
- External bodies (for serious unresolved complaints):
-
- RCVS (UK) – for concerns about professional conduct of a veterinary surgeon or nurse.
- Veterinary Client Mediation Service (VCMS) – free independent mediation.
- Financial Ombudsman – if the complaint relates to insurance or payment disputes
5. Confidentiality and Care Continuity
- We will not refuse future treatment for your pet because you have made a complaint. We may ask you to find alternative veterinary services if we feel that there is a breakdown in the relationship between the veterinary practice and the mutual client.
- If you feel uncomfortable with a specific vet, we will arrange to see another practitioner where possible.
- Clinical records remain confidential and will only be shared with your consent or if required by law.
6. Time Limits
We recommend raising a complaint within 6 months of the event. For clinical issues, the earlier the better.
7. Record Keeping
All complaints are logged and Individual records are retained for 7 years as required by professional standards.
8. Policy Review
Reviewed annually or after any significant regulatory change (e.g., RCVS Code of Conduct updates).
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Date: 07/04/2026
HR Manager: Nicola Warner