6 days ago
Wary of making a complaint against your vet ? Here's how to escalate concerns
animals
Vet
Pet owners feel the odds are "stacked against them" when raising concerns against vets, leaving many put off filing complaints, according to a leading consumer group.
New research by Which? found that more than a third of owners did not raise concerns, because they did not want to fall out with their vet, while 16% did not know how to complain.
It also showed that more than 50% of pet owners consider the price of vet care was excessive, despite just less than a quarter saying they have issues with the quality of care.
How can pet owners escalate complaints? ITV News explains.
Are pet owners protected under the law?
According to Lisa Webb, a legal expert at Which?, pet owners are protected under the law.
If a vet has acted negligently, pet owners can seek compensation or damages from the veterinary practice, Webb said.
Under the Consumer Rights Act, vets have a duty to provide a 'service with reasonable care and skills', according to Which?
They are also expected to be open and honest about fees under the Royal College of Veterinary Surgeons Code of Professional Conduct.
What can you do if you are unhappy with the service provided?
If you are unhappy with the service provided, Which? says you can either complain to the practice directly or request a remedy under the Consumer Rights Act.
This could include redoing part or all of the service at no extra cost, or agreeing to a price reduction or refund.
How can you complain to the practice?
Which? advises that customers should first speak to the practice about their complaint.
If this does not resolve the issue, customers can then ask the veterinary practice for its complaints procedure. Each practice will its own way of handling complaints.
The practice must provide the complaints handling policy, their regulator and their insurer's details when asked, Which? says.
What if the complaint still isn't resolved?
You can escalate your complaint further by seeking help from the Veterinary Client Mediation Service (VCMS).
Which? says they can help if you are seeking:
An apology
A refund
Corrective or further treatment
A payment of goodwill
As this is a voluntary service, the vet must agree to the VCMS' involvement, according to Which?
You can also complain to the Royal College of Veterinary Surgeons.
They deal with the most serious complaints including very poor professional performance, criminal convictions and fraud or dishonesty, Which? says.
