COMPLAINTS AND CMA COMPLIANCE

Edit

COMPLAINTS

As the old saying goes, “If you are happy with our service, please tell others. If you are not happy, please tell us!”

Except, it’s just me. I aim to respond to enquiries within 2 working days. The service I offer is very personalised, but sometimes I understand it just won’t be right for you and your pet. If you have any complaint or concern please email me at health@holisticvetsussex.co.uk

In the unlikely event you want to take things further I suggest the Veterinary Client Mediation Service (vetmediation.co.uk)

The RCVS is your final port of call, but they really only consider professional misconduct.

CMA AND OTHER COMPLIANCE

Prescriptions: We do not sell conventional medications so do not offer prescriptions for conventional medications. Where these are required your primary care vet will supply the medication or prescription. Bespoke herbal tonics are exactly that and are blended for individual pets. We cannot provide a formula for you to have blended elsewhere as we can’t guarantee the quality of alternative herbal suppliers.

Suicide Prevention Plan: The team is me, and my van. Saying ‘no’ when fully booked, asking for communication by email so I have a record, and offering this more relaxed an individualised care is my suicide prevention plan. Ensuring the van is kept serviced is hers.

Ownership: It’s me! At this point the business is basically a hobby business that pays for my dogs to have a nice life. No shareholders. Just a small loan for the van. I do work with Companion Care Vets in Eastbourne, a Joint Venture practiced owned by my husband (Warwick Payne) and The Vet Group, but they have no input into Four Seasons.

Price List: We send a price list to every enquiry, and our prices are listed on the website.

Estimates: I will give a price for herbal tonics if these are required, but an estimate is on the price list. A price list is sent to all enquiries, and an estimate will be given for anything out of the ordinary. But only a HUGE puppy litter will come in over £500 anyway.

GDPR: Client information is held on a password protected cloud database (VetUp). No payment details are held.