Our Duty of Care
At The Veterinary Hospital we aim to provide the highest standard of care for your pet. We welcome comments, general enquiries and feedback from our clients and any suggestions on how we may improve our practice will be carefully considered.
At the heart of our practice is a commitment to the wellbeing of every animal entrusted to our care. Guided by our professional oaths as Veterinary Surgeons, we strive to deliver high standards while always keeping animal welfare our top priority.
We recognise that, despite our best intentions and efforts, things don’t always go as planned. If you feel we’ve fallen short of your expectations, we genuinely want to hear from you. Your feedback not only helps us reflect and improve—it can also make a meaningful difference for others in the future.
If you have a complaint, please inform us, in writing, of the incident, with as much detail as possible, including any names of staff members involved. Please address your complaint to
S.Brown (Practice Manager)
175 Newport
Lincoln
LN1 3DZ
We will aim to acknowledge receipt of your complaint in writing within five working days of receiving it. As part of the investigatory process, we may contact you for further details of the incident so that we can better understand what happened. We will also normally check your pets’ clinical records and speak to any members of staff involved.
Mr Brown will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 14 days of sending you the acknowledgement letter.
We will inform you on receipt of the complaint if either Mr Brown or the employee(s) involved in the complaint are on holiday or sick leave at that time as this may inevitably introduce a delay in resolving the issue.
If you feel that the matter remains unresolved, then you can contact the Royal College of Veterinary Surgeons by writing to:
Professional Conduct Departments, Royal College of Veterinary Surgeons, Belgravia House, 62-64 Horseferry Road, London SW1P 2AF
