Complaints policy

Complaint policy for Clients 

Policy regarding complaints

Our Animal Hospital has the aim to deliver high quality veterinary medicine. However, if something in our care goes wrong, we urge you to notify us. In doing so you help us improve our service and quality. In case of a complaint we kindly ask you, preferably still during your visit to our hospital, to notify this to the vet or nurse in charge. Of course we hope to be able to resolve the problem then immediately. If we fail to do so we kindly ask you to send your complaint, preferably as detailed as possible, to info-hvb@evidensiadierenziekenhuis.nl stating the complaint, your name and the name of your pet. We will do our best to deal with your complaint to your satisfaction as soon as possible.

What are the steps?

Within three working days after filing a complaint you will receive a confirmation by mail or e-mail of the receipt of your complaint. You will also receive a copy of our complaint policy.

We will look into your complaint. The person to do so will be either the clinical director or the veterinarian or specialist that treated your pet. In case the clinical director gave rise to your complaint, the investigation will be carried out by another member of the management team. All employees that were involved in the treatment of your pet will be heard.

The clinical director will discuss your complaint with you via email, or - if you prefer - invite you for a discussion of your complaint in the clinic, to hopefully resolve the problem. This discussion will take place preferably within 14 days after the confirmation of receipt of your complaint.

Within a week after the discussion of your complaint you will receive a letter or e-mail containing an answer to your complaint and - if possible - a solution.

If you do not want a discussion in person or in case a discussion in person is not possible step 3 and 4 could also be carried out in written form. If you are not satisfied with the proposed solution, you can notify us and ask for a re-evaluation of the solution. Within 14 days after receipt of your notification you will receive a final decision with an explanation concerning your complaint.

If you are not satisfied with the final decision we recommend the following:

a. Contact the Veterinary disciplinary committee. We will conform and comply with all procedures and guidelines of the Veterinary disciplinary committee.

b. Undertake legal action. In that case we need all written evidence of the complaint and we will pass this on to our juridical department.