Complaints and Feedback Policy
Priory Vets Much Wenlock Ltd.

Our Promise to You

At Priory Vets Much Wenlock, we are dedicated to providing the highest standard of care and service for you and your pets. We appreciate any feedback, including concerns or complaints, as a valuable way to help us improve our services. We aim to handle all concerns promptly, fairly, and with respect, prioritising the well-being of your animal.

How to Share Your Feedback

We encourage you to speak to us directly—whether in person, by phone, or online. Usually, the quickest way to resolve an issue is to chat with the team member responsible for your pet’s care. If they are unavailable, any other team member will be glad to help.

Ways to contact us:

  • In person: Visit us at the practice and speak with the staff on duty.

  • Email: Use the contact details on our website’s practice page.

  • Telephone: Call the number listed on our website.

  • Post: Send your feedback in writing to our practice address above.

What Information Should You Provide?

To help us investigate and resolve your concerns effectively, please include:

  • Your full name and contact details (telephone and email)

  • Your address

  • Your pet’s name

  • The date you last visited us

  • A clear description of your concern or feedback

  • Any suggestions on how we can address your concerns

If you have interacted with specific team members, sharing their names can help us investigate matters more efficiently.

Concerns About Referral Services

If your feedback concerns care provided by a partner (such as a referral service), please get in touch with that organisation directly. If you're unsure who that is, our team can advise. We also appreciate updates on their response and resolution.

What Happens After You Send Your Complaint?

Once we receive your feedback, we will confirm receipt within seven working days. We may contact you for further details and will thoroughly investigate your concerns. We aim to resolve most issues within 14 days, but we will keep you informed if there’s a delay.

Not Happy With the Outcome?

You may also want to contact external organisations, such as:

We Welcome Your General Feedback

Whether it’s a compliment, suggestion, or question, we’re happy to hear from you. Please send us an email, write a letter, or speak to us at reception. Your feedback helps us serve you better.

Thank you for taking the time to share your thoughts. Your input is invaluable in helping us care for your pets, identify areas for improvement, and celebrate what we do right! Thank you.