Emergency 24 hours Stevenage
Great Ashby Veterinary Hospital 01438 745833 Roebuck Veterinary Centre 01438 354599

Complaints 

Here at Roebuck Veterinary Group we are committed to providing high quality veterinary care for your pets and we strive to provide an excellent service to you, our Clients.

If we have not met your expectations then we would ask that you follow the procedure below so that we can address your concerns.

Firstly inform us in writing stating the nature of your complaint and giving full details.

Please address your letter to:

The Practice Manager,

Roebuck Veterinary Hospital,

St Francis House,

Whitehorse Lane,

Stevenage,

Herts.

SG1 6DU

Or alternatively email us at enquiries@roebuckvets.co.uk

Our Policy is:

• To provide a fair and transparent complaints procedure which is clear and easy to follow for everyone wishing to make a complaint.

• To ensure our complaints procedure is publicised so all our clients are aware of how to make a complaint.

• To ensure that all relevant staff know this procedure.

• To ensure all complaints are investigated fairly and within the allotted time frame

. • To strive to improve our services from any information gathered.

Stage 1

We will send you a letter acknowledging receipt of your complaint within five working days of receiving it. We will then carry out a full investigation of your complaint. The Practice Manager or the Clinical Director will send you a written reply to resolve the matter within ten working days of sending you the acknowledgement letter.

Stage 2

If you feel that the problem has not been satisfactorily resolved after Stage One then you may raise your complaint with the Royal College of Veterinary Surgeons.

Professional Conduct Department

Royal College of Veterinary Surgeons

Belgravia House

62-64 Horseferry Road

London SW1P 2AF

Website: http://www.rcvs.org.uk/complaints

Locations

Great Ashby Veterinary HospitalSt Francis HouseWhitehorse LaneGreat AshbyStevenageHertsSG1 6DU01438 745833find us
Roebuck Veterinary CentreRoebuck GateStevenageHertsSG2 8HP01438 354599find us

Opening hours

Monday to Friday: 8.00am - 8.00pm
Saturday: 8.00am - 5.00pm
Sunday: 9.00am - 12.00 midday
urgent appointments only