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Complaints Policy

Our aim is to provide the best possible veterinary care.

If you have a compliment, a suggestion on how to improve our service, or a concern we would like to hear about it.

Compliments or suggestions

We are always pleased to know that we are providing a high-quality service, or our team is doing a good job. We are also constantly looking for ways to improve our service, if you have any suggestions, we would like to hear from you.

Let us know if you have a concern

Please let us know if you have any questions or concerns about our service as soon as possible, it will make it easier for us to resolve quickly.

1. First, tell the person in charge of your animal’s care, they may be able to immediately resolve your concern.

2. If they are unavailable, discuss your concerns with a member of the team.

3. Alternatively, you are welcome to write to us. Please send your correspondence to our ‘Practice Manager’ and include the following information:

  • Name
  • Contact details
  • Name of your pet
  • The date of the visit your concerns relate to
  • A brief description of your concerns
  • What we can do to best resolve this for you

We will acknowledge your correspondence within 5 working days. In some cases, we may need to carry out further investigation. In such cases, we will endeavour to respond to your concern within 20 working days and if we are not able to address your concern within this timeframe, we will let you know.

4. If you are not satisfied with the written response from us, then you may raise your concerns by emailing, or writing the address below. Please ensure that you include all the information below.

  • Your name
  • Your contact details
  • Name of your pet
  • The date of the visit your concerns relate to
  • A brief description of your concerns
  • The reason you’re not happy with the response you have received from the practice
  • What we can do to best resolve this for you

Attention: Client Feedback
CVS Group
CVS House
Owen Road
Diss, Norfolk IP22 4ER

5. If your complaint relates to concerns on how we have used your personal data, please contact our Data Protection Officer:

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Clients have said
  • The Supervets of the north!

  • Lovely, caring staff, who go the extra mile. Wouldn’t go anywhere else.

  • Receptionists, physio, nurses and vets were all fantastic, every single member of staff is worth their weight in gold.

  • Everyone has always been so kind and Charlie absolutely loves his visits. The receptionists are particularly wonderful and are always on hand with a box of tissues for the numerous tears we’ve shed.

  • Think ‘The Supervet’ and that’s the level of care and professionalism. Highly recommend

  • I work as a registered vet nurse and had to come to Dovecote with my dog Alfie. I was squeezed in and was seen promptly by Sergio right after a long operation. He was so kind to Alfie and explained everything to my mom (who is not vet trained) and did Alfie’s MRI there and then even though it was going to make it a late finish. Unfortunately we had to make the call to put my lovely boy to sleep and Sergio and the nurses were really kind and helpful. I received your lovely card today and want to thank you all for your help and seeing him so quickly. I will be forever grateful.

  • I just wanted to say how amazing Kimberly was today with me and my dog Rolo. She could see how upset I was, made me feel at ease and reassured me that Rolo would be okay. Her level of professionalism and kind nature helped me get through a difficult day

  • I had a very positive experience at Dovecote. I met the vet that day that was going to perform my dog’s surgery and I was immediately put at ease by his professional, friendly and caring consultation. All the staff I came in contact with were lovely, from the welcoming reception staff to the nurses I kept ringing through the evening! My dog is now back to her normal naughty self, I can’t thank them enough.

  • Really good consultation with neurologist Sergio today with CT and MRI scan. Very well organised with helpful, professional staff.

  • Whole team were welcoming and made myself and my cat feel very comfortable! Mark Lowrie is fantastic!! Thank you for coping with me as a worried owner!

Exterior of building at Dovecote Veterinary Hospital
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View our upcoming CPD events

Every year Dovecote Veterinary Hospital deliver a number of free CPD evenings covering a wide range of topics from oncology to emergency critical care.

Learn more