Complaints policy
## Complaints Policy
Forest Gate Vets Ltd trading as Robinson Vets
Last updated: January 2026
Forest Gate Vets Ltd trading as Robinson Vets is committed to providing a high standard of veterinary care and client service. We recognise that, from time to time, clients may feel unhappy with aspects of our service. We take all complaints seriously and view them as an opportunity to learn and improve.
This complaints policy is designed to comply with the RCVS Code of Professional Conduct, which requires veterinary practices to have a clear, accessible complaints procedure.
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## 1. How to Raise a Concern
If you are unhappy with any aspect of our service, we encourage you to raise this with us as soon as possible so that we can try to resolve the matter promptly and informally.
In the first instance, concerns can be raised by:
Speaking to a member of the practice team, or
Contacting us by hello@robinsonvets.com
Where possible, please include:
Your name and contact details
Your pet’s name
A brief description of your concern
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## 2. Formal Complaints
If your concern cannot be resolved informally, or if you prefer to make a formal complaint, please submit it in writing by email to:
Email: hello@robinsonvets.com
Your complaint will be acknowledged within 5 working days of receipt.
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## 3. Investigation and Response
Formal complaints will be reviewed by a senior member of the practice or the practice owner.
We aim to:
Investigate complaints fairly, thoroughly, and impartially
Keep you informed if an investigation is likely to take longer than expected
Provide a written response once the investigation is complete
Our aim is to respond fully within 20 working days, although more complex matters may take longer. If this is the case, we will keep you updated.
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## 4. Outcomes
Where appropriate, we will:
Explain our findings clearly
Apologise where we have fallen short
Outline any steps taken to address the issue or prevent recurrence
Making a complaint will not affect your future care or relationship with the practice.
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## 5. Confidentiality
All complaints are handled sensitively and in confidence, in line with data protection requirements and our professional obligations.
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## 6. If You Remain Unhappy
If you are not satisfied with our response, you may ask for the complaint to be reviewed again by the practice.
If the matter remains unresolved, you have the right to contact the Royal College of Veterinary Surgeons (RCVS), which regulates veterinary surgeons and practices in the UK.
RCVS contact details are available at:
[[https://www.rcvs.org.uk](https://www.rcvs.org.uk]https://www.rcvs.org.uk](https://www.rcvs.org.uk)
Please note that the RCVS does not award compensation but can consider concerns relating to professional conduct.
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## 7. Review of This Policy
This policy is reviewed periodically to ensure it remains appropriate, effective, and compliant with RCVS requirements.