Leith Vets Complaints Policy 2026

Feedback

We appreciate your feedback, it helps us to continue to deliver excellent quality care for you and your pet. If you have any questions or feedback for us, please speak to a member of our team.

If you have a concern 

We want our clients to avoid feeling any unnecessary frustration or confusion. Most issues can be resolved informally and we welcome the opportunity to discuss any concerns with you. Please speak to a member of the team about any concerns as soon as possible. We commit to listen to your concern, fully investigate your concern, keep you updated and respond to you within 21 days of the concerns being submitted.  

Do you still feel you need to raise a formal complaint?

If you still feel you need to make a formal complaint, then please put your concerns in writing. This can then either be emailed to info@leithvets.co.uk or you can post or give a copy of your document to a member of our team who will pass your complaint onto the practice directors.  Complaints can be made at any time; however, we recommend to make the complaint as soon as you feel able to as investigations are more accurate and effective when they are performed promptly as apposed to an historic event. In your written complaint please include a factual summary of the events which have led you to submit the complaint, what your expectation is for resolution and how you would like us to keep you updated. We aim to acknowledge your claim and start the process of investigation within 5 working days. We will aim to have investigated and resolved your complaint within 21 working days. If this is not possible, we will keep you up to date with timescales.

What happens if you are still not satisfied?

If you remain unhappy with the outcome, the Veterinary Client Mediation Service (VCMS) offers a free of charge service which may be able to help. You can find more information at https://www.vetmediation.co.uk/clients. VCMS can help with the service you have received from your veterinary practice, the fees you have been charged and if there has been any professional negligence. You can contact VCMS on 0345 040 5834 or email enquires@vetmediation.co.uk.

When would the Royal College of Veterinary Surgeons (RCVS) get involved?

The RCVS can only deal with the most serious concerns relating to a vet or veterinary nurse’s professional conduct. This includes very poor professional performance which falls far short of the standards set out in the RCVS Code of Professional Conduct. These serious shortfalls can affect a vet/veterinary nurse’s ability to practice. If you think your concern is for the RCVS, you can contact them on 020 7202 0789 or fill in their short enquiry form at: https://animalowners.rcvs.org.uk/concerns/

Privacy policy

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information. If you have a query or complaint about the use of your personal information, please contact us on 0131 516 1550 or via email at info@leithvets.co.uk. Our Privacy Policy is available on our website or our reception team can provide you with a copy.