Book an Appointment
Book an Appointment
E365 Pet Health Club
We offer a range of convenient, cost-effective plans to keep your pet healthy and happy all year round — with all consultation fees included, plus great savings and benefits
Contact
Contact Us

We'd love to hear from you
We’re always happy to help. If you have any questions or would like more information, please get in touch with us and our team will respond as soon as possible.
Get in Touch
Practice Information
Truro Practice
info@edhenvets.co.uk
01872 228873
Edhen Kernyk House
Church Road
Shortlanesend
Truro
TR4 9DD
Newquay Practice
info@edhenvets.co.uk
01637 83 82 33
Edhen Veterinary Surgery
Beaver Lodge
Trevelgue Road
Porth, Newquay
TR8 4AT
Complaints Procedure
Complaints Procedure

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.
