At Northwest Vets Ltd, we are committed to delivering exemplary service and care for you and your animals while strictly adhering to our professional code of conduct. We are dedicated to conducting our work with honesty and integrity, upholding our duties to the public, our clients, and in compliance with the Veterinary Council of Ireland and the Royal College of Veterinary Surgeons. The health and welfare of the animals in our care is our paramount concern.

We welcome and value feedback on all aspects of our services, as it is crucial for our continuous improvement. Prompt notification allows us to act swiftly on feedback, and we encourage immediate communication, even during ongoing treatments. For any concerns, please initially direct your complaints to our staff members.

Feedback

Feedback is a valuable part of our service improvement process, and we offer several avenues for you to share your thoughts with us. If you have any concerns or suggestions, we encourage you to communicate them directly to the individual overseeing your animal’s care, as they are often in the best position to address your feedback immediately. If they are unavailable, any team member at our practice will be glad to assist you. For matters that require detailed attention, you may prefer to reach out via email using the address provided on our website. Alternatively, you can call the practice using the phone number listed on our site. If you prefer to write, our postal address is available for your convenience on our website. While we are present on social media and appreciate your engagement, we advise that it is not the preferred platform for handling complaints. We ask that interactions on these channels remain respectful and appropriate.

Required Information

To submit a complaint, we require certain details to facilitate an effective investigation and resolution. Kindly include your full name, address, and preferred contact details (phone number and email address). Mention the name or type of your animal and the date of your last communication with our clinic. Describe succinctly the nature of your issue and suggest potential resolutions that you believe would be satisfactory. Prompt reporting of concerns is advisable for timely and efficient handling. Additionally, if relevant, the names of any staff members involved would be beneficial to the process. This information will be used solely for addressing your complaint in accordance with our privacy policy.

Complaints Relating to Out-of-Hours Service

Should your grievance pertain to services received outside of normal business hours or to a referral treatment not conducted by our team, we encourage you to initially address your concerns to the appropriate service provider. If you are uncertain if this applies, do not hesitate to consult with any member of our staff for swift clarification on the proper recipient of your complaint. Furthermore, we would be grateful if you would inform us of any developments regarding the matter.

Complaint Submission

Your privacy is paramount to us. When you submit a complaint, we will handle it with the utmost discretion. We will promptly acknowledge your complaint within 7 working days of receipt and may reach out for further clarification at a time that suits you best. An investigation may be necessary to fully address your concerns, and we are committed to conducting this swiftly, keeping you informed throughout the process. Our goal is to resolve your complaint within 14 working days; however, should there be any delay, we will communicate the reasons and the expected timeline for resolution.

If You Are Unhappy with Our Outcome

Should you find yourself dissatisfied with the resolution provided, you are encouraged to communicate your concerns to our director by sending an email to maria@northwestvets.ie. Our team is committed to promptly addressing complaints, with a goal to resolve all issues within 28 days of their acknowledgment. In instances where this timeframe is not feasible, a detailed explanation and status update will be provided. If a satisfactory resolution is not reached internally, you have the option to seek further assistance from recognized external organizations, such as the Veterinary Council of Ireland or the Royal College of Veterinary Surgeons.

General Feedback

For any general feedback, we invite you to reach out through our designated practice email, which can be found on the home page of our website. Should you prefer a more traditional method, we welcome correspondence via post or in-person submissions at our reception. We express our gratitude for your willingness to share your insights and value the time you invest in helping us improve.