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. The Directors review all comments received from clients and forward this information to the appropriate staff.
How to make a complaint.
We take all complaints very seriously. Please raise any issues immediately with the member of staff involved. If this communication does not resolve your problem and you wish to make a formal complaint, please let us know as quickly as possible. Complaints concerning our team or procedures/treatment of your horse during a visit to your yard/house should be addressed to Mr. J. Kenward or Mr. P Brown, Directors PETS Limited, Bearsted Road, Maidstone, kent, ME14 5EL, or by email to email@example.com or firstname.lastname@example.org.
Complaints regarding care and/or treatment of your horse in the hospital should be addressed to the Clinical Head of Hospital, Katie Snalune at the above address or by email to email@example.com.
What we shall do.
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.
Complaints regarding fees should be addressed to the vet concerned in conjunction with the accounts department. Alternatively, you may request an appointment to discuss your concerns with one of the Directors of Newnham Court Equine Clinic.