Ironstone Veterinary Clinic
Complaints and concerns
We want you and your pet to receive the best possible care. If something has not met your expectations, please tell our team as soon as possible. We welcome the opportunity to discuss concerns directly and resolve them informally wherever we can.
How to raise a concern
You can speak to the team at the practice, telephone us on 01642 918997, or email the practice manager at [email protected]. You can also write to Ironstone Veterinary Clinic, 2–4 Cargo Fleet Lane, Middlesbrough, TS3 0LW.
Please give us enough information to understand your concern, including your name, your pet’s name and what happened. We will discuss the next steps with you.
Formal complaints
If your concern cannot be resolved informally and you would like to make a formal complaint, please contact the practice manager using the details above.
We aim to provide a written response to formal complaints within 28 calendar days of receipt.
If you remain dissatisfied
If the practice directors have been unable to resolve your complaint to your satisfaction, you may wish to seek independent advice.
The Veterinary Client Mediation Service offers independent mediation for concerns about veterinary services. The Royal College of Veterinary Surgeons (RCVS) considers concerns about veterinary professionals’ fitness to practise and professional conduct; it does not generally resolve disputes about fees or compensation.