Terms, Policies & Procedures

Hope Veterinary Surgery is an independent practice owned by Deborah Wragg (Deborah Wragg Ltd).

As our motto says we are ‘the vets who care’. We will always aim to provide the best possible care to you and your pet. We pride ourselves on our work, but we understand things are not always so easy.

If you have a complaint please follow these instructions:

1. If it is possible, at the time of your concern please speak to the member of staff in charge of pet. We may be able to sort your complaint immediately
2. If you no longer wish to speak with the person in charge of your pet at the time, please ask to speak to another who may be able to help to resolve the problem in a timely manner
3. If you do not wish to discuss the complaint in person, please call on 01782 657788 and ask to speak with either the Administration Manager or Deborah Wragg
4. Alternatively write to us addressed to either Administration Manager or Deborah Wragg via email (accounts@hopevets.net) or post (Hope Veterinary Surgery, Sherborne Close, Stoke-on-Trent. ST4 8ZJ)

When placing a complaint, we ask you to provide the following information:

• Name
• Address (for reference only)
• Pet’s name
• Date and time of complaint
• Name of the individual involved (if appropriate)
• An overview of the complaint
• How to contact you

Hope Veterinary Surgery takes all complaints seriously. All complaints will be kept private and confidential. We will aim to acknowledge receipt of written complaints within three working days. We will to attempt to resolve complaints in detail within ten working days, but some complaints may take longer to resolve depending on the nature of the complaint. If a complaint takes longer than ten working days to investigate, we will track progress and keep you informed until a resolution is formed.

If you are not satisfied with the outcome, you can discuss your options with the RCVS who are our governing body. https://www.rcvs.org.uk/home/

If it is a GDPR issue that is unresolved, then you may need to discuss this with the Information Commissioners Office:

Phone number: 0303 123 1113
Website: https://ico.org.uk/for-organisations/report-a-breach/