Complaints Procedure

At Priory Vets, we always aim to provide the highest standard of care for our patients and the best possible service for their owners. If you feel that we haven’t met your expectations, we’re sorry to hear that and would welcome the opportunity to put things right.

Please email your concerns to feedback@prioryvets.co.uk. Your complaint will be acknowledged and investigated by a member of our management team, who will carefully review the details and respond to you as soon as possible.

Please allow up to 7 working days for a full response. We appreciate your patience while we look into your concerns and thank you for giving us the opportunity to learn from your feedback and improve the service we provide.

If, after we have completed our internal complaints process, you remain dissatisfied with the outcome, you may wish to seek further advice from the Royal College of Veterinary Surgeons (RCVS). The RCVS provides guidance on raising concerns about veterinary care and the options available to animal owners, including when it may be appropriate to escalate a concern. You can find more information on their website: RCVS – Concerns about veterinary care.