At R T Jones Veterinary Surgery, we are a small, family-run independent veterinary practice and we take pride in providing a personal and caring service to our clients and their pets.

We always aim to provide a high standard of veterinary care and customer service. However, we understand that occasionally concerns or misunderstandings can arise. If there is something you are unhappy with, we would genuinely like to hear about it and have the opportunity to put things right.

Please speak to us first

Wherever possible, we encourage you to speak to us in person. We find that concerns and misunderstandings can often be resolved quickly and easily through a conversation.

If you have a concern during a visit, please speak to the veterinary surgeon, veterinary nurse or member of staff looking after you. If they are unable to resolve the matter at the time, they can arrange for an appropriate member of the team to speak with you.

We are fortunate not to receive complaints often, but when concerns are raised, we take them seriously and will always try to deal with them fairly, respectfully and constructively.

How to make a complaint

If you would prefer to make a formal complaint, you can contact us by:

In person: Please speak to a member of our team at either of our branches.

Email: rtjonesvets@gmail.com

Telephone: 0161 748 6177

In writing:
R T Jones Veterinary Surgery
109 Higher Road
Urmston
Manchester
M41 9AX

To help us investigate your concern, please provide your name and contact details, your pet’s name, which branch you attended, the approximate date of the visit and a brief explanation of what happened and what you would like us to address.

What happens next?

We will aim to acknowledge your complaint as soon as reasonably possible.

As a small practice, we would rather take the time necessary to properly understand what has happened than provide a rushed response. We will review the circumstances, speak with the members of our team involved where appropriate, and aim to respond to you within 14 working days.

Some matters may take longer to investigate. If this is the case, we will let you know and keep you updated.

Our aim is always to listen, understand your concerns and, wherever possible, find a fair and constructive resolution.

If you remain unhappy

If we have been unable to resolve your complaint directly, you may wish to contact the Veterinary Client Mediation Service (VCMS). This is a free and voluntary mediation service that can help clients and veterinary practices resolve certain disputes. The RCVS currently identifies VCMS as an option where speaking directly with the practice has not resolved a concern (https://www.vetmediation.co.uk/clients/).

For serious concerns relating to the professional conduct of a veterinary surgeon or veterinary nurse, you can also find information about raising a concern with the Royal College of Veterinary Surgeons (RCVS). The RCVS explains that its role is primarily concerned with serious professional or fitness-to-practise matters rather than ordinary customer-service disputes (https://animalowners.rcvs.org.uk/concerns).