We are always keen to hear feedback, both positive and negative, to help us monitor and improve our services. We are keen to hear from our clients when standards of care and services either exceed or fall below their expectations. Whilst we strive to provide animals with the best possible standard of care, we recognise that on occasion you may feel we don’t get it right. Often the cause of many problems is poor communication. If you have a grievance, please discuss this with the vet in charge of your case at the earliest opportunity. If you wish to make a complaint, please do so in writing, to our Hospital Manager, Mel Bates, firstname.lastname@example.org. If you have cause to dispute the fees on your invoice please send written notice to our Hospital Manager, within 7 days of receiving your invoice. We shall acknowledge your complaint by email or in writing within 3 working days and review the complaint within 10 working days of the date received. We will investigate what happened and discuss it with you and arrange a meeting with the people involved, if appropriate. We aim to do the best for you and your horses in our care. We will try to identify what we must do to ensure the problem does not happen again.