At Edhen Vets, we’re committed to providing the very best care for you and your pet. We always strive to offer a friendly, professional, and compassionate service. However, if you ever feel that we haven’t met your expectations, we want to know. Your feedback helps us improve and make things right.

Our complaints process is simple, fair, and designed to resolve issues as quickly as possible.

If you have a concern about the care or service you’ve received from any of our team members or departments, please get in touch with us by email or in writing, addressed to the Directors.

To help us understand and investigate your complaint, please include the following details:

• Your full name and address
• Your pet’s name and date of birth
• Your email address
• A clear description of your concern, including any relevant names and dates
• Any supporting documents or evidence you feel are important

Once we receive your complaint, we’ll acknowledge it by email or letter within 48 hours to confirm that it’s being reviewed. If we need any more information, we’ll contact you directly.

We aim to complete our investigation within 7 calendar days and offer you a in-person meeting (if required) within 21 days of end of the initial investigation. When it’s finished, we’ll write to you with the outcome, explaining what we found, whether your complaint has been upheld, and what steps we’ve taken.

We value every client’s feedback and take all concerns seriously. Our goal is to resolve any issues with understanding, transparency, and care.