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Medivet Veterinary Group Complaints Procedure

At Medivet, we’re committed to providing the highest standards of care for both our patients and clients. Your feedback is always welcome, whether it's a compliment, suggestion or concern as it helps us improve and recognise the efforts of our teams.

If you’re unhappy with any part of the service you’ve received, we encourage you to speak with your local practice first. Most issues can be resolved quickly by the team who knows you and your pet best.

Step 1: Speak to the Practice Team


Please raise your concern as soon as possible with the vet or team member responsible for your pet’s care. If they’re not available, another member of the team will be happy to help.


Step 2: Put Your Concern in Writing to the Practice


If your concern wasn’t resolved in conversation, or if you’d prefer to write to us, please send your feedback to the management of the clinic. This allows us to review the matter in more detail and respond thoroughly. To find contact details for your clinic visit our Practice Finder.

To help us respond promptly, please include:

  • Your name and contact details
  • Your pet’s name
  • The date and time of the visit you’re concerned about
  • A summary of your concerns
  • What outcome you’re hoping for

The practice will acknowledge your complaint within 5 working days. If further investigation is needed, they’ll aim to respond in full within 15 working days. If it will take longer, they’ll let you know why and give you a new timeline.


Still Not Satisfied?


If, after following the steps outlined above, you remain dissatisfied with the response from the practice, you have the right to escalate your complaint. To do so, please submit your escalation request by replying directly to the clinic’s response.

Please include the reason you’re dissatisfied with their response. A senior member of our team will then review your case and aim to provide a final response within 15 working days.

This does not affect your right to approach the Veterinary Client Mediation Service (VCMS) or the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.

If you have questions about the complaints process, please contact feedback@medivet.co.uk


Concerns About Data Privacy


If your complaint is about how we’ve handled your personal data, please contact our Data Protection Officer at dataprotection@medivet.co.uk