If you have a complaint, please inform us, in writing, of the incident, with as much detail as possible, including any names of staff members involved. Please address your complaint to:

Mrs Diane Storer BVM&S PgCertVBM CertAVP PgDipVPS MRCVS, Cockburn Vets, 100 London Road, Coalville, Leicestershire LE67 3JD.

We will aim to acknowledge receipt of your complaint either by telephone or in writing within five working days of receiving it. As part of the investigatory process, we may contact you for further details of the incident so that we can better understand what happened. We will also normally check your clinical records and speak to any members of staff involved.

If the matter is unable to be resolved following a telephone conversation, or where this means of communication is deemed inappropriate, or if circumstances dictate to the contrary, Mrs Storer will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 14 days of sending you the acknowledgement letter.

We will inform you on receipt of the complaint if either Mrs Storer or the employee(s) involved in the complaint are on holiday or sick leave at that time, as this may inevitably introduce a delay in resolving the issue.

If you feel that the matter remains unresolved, then you can contact the Royal College of Veterinary Surgeons by writing to:

Professional Conduct Departments, Royal College of Veterinary Surgeons, Belgravia House, 62-64 Horseferry Road, London SW1P 2AF