Compliments and Complaints

Bell Equine Veterinary Clinic – Help us to help you:

Bell Equine Veterinary Clinic is committed to using comments (either positive or negative) from clients to continuously monitor and improve the services it provides. We appreciate feedback and hope that clients will speak up when standards of care and service either exceed or fall below their expectations.

The Clinical Director reviews all comments received from clients and the information is then forwarded to the appropriate staff. In this way, we can strive to continuously improve the quality of the service that we offer. 

How to complain:

We take complaints very seriously. First, raise the matter with the member of staff involved - then, if you are not satisfied, speak to the vet in charge of your case. We hope that most problems can be solved easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be resolved in this way and you with to make a formal complaint, we would like you to let us know as quickly as possible - idfeally within a matter of days or at most a matter of weeks - becuase this will enable us to establish what happened more easily.    

• Complaints concerning our team and any procedures as well as complaints concerning the treatment of your horse during a visit to your yard / home should be addressed to Francesca Taylor MRCVS (Clinical Director).
• Complaints regarding an examination or treatment of your horse in the hospital should be addressed to Edd Knowles MRCVS (Head of Hospital).
• Complaints regarding fees or any other concerns should be addressed to the appropriate senior clinician as soon as possible after receipt of the invoice.

Alternatively, you may ask for an appointment to discuss your concerns with either our Practice Manager Linda Loines or our Clinical Director Francesca Taylor MRCVS.

What we shall do:

We shall endeavor to acknowledge your complaint within three working days, and aim to have reviewed your complaint within ten working days of the date that we received it. We will then be in a position to discuss it with you or arrange a meeting with the people involved.
When we look into your complaint we will aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned (if you would like to do this).
• Make sure that you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem doesn’t happen again.

Remember, our aim is to do our best for you and all the horses in our care. We rely on feedback to guide us in how to provide the best possible service. If you are unhappy, please let us know; we cannot remedy a problem if we do not know about it, so do please always tell us.