Don't abide by their own complaints process
Although we have been pleased with the service from this vets in the past, we have just had such a bad experience with them recently that we will not be using them again.
This relates to their non existent complaints procedure. We had a cause to complain about a charge they had made for medication(long story) and it went through their internal complaints team but they still said we needed to make payment. I then asked if there was a higher level to take it to. They sent me their complaints process and the next steps. We completed the next steps and were advised the Director would be looking at it and we would get a response in 15 working days. That was May and no response since. We have had numerous threatening letters and texts from the vets practice since and our calls to them to state we are still waiting on the response to our complaint has fell on deaf ears. They have even told us to make payment and if it is found in our favour they will refund us the money! Never heard of a complaints process that fails to deal with a complaint and in the interim its own business not complying with its own process and still demanding payment. We have had to tell them to stop any further correspondence or we would have to take further action regards their harrasment of us.