Refunds and Complaints
Waterlane Equine Vets does not offer a goodwill returns policy.
Please note your statutory rights remain unaffected.
We hope that you never have recourse to complain about the standard of service
received from Waterlane Equine Vets. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to our practice manager by phone, email or letter.
We take complaints about our quality of service very seriously and find that generally most issues can be resolved by discussing any concerns you have with the vet at the time or the practice manager as soon as is practically possible after the event. When submitting a complaint, please include the nature of the complaint, when the issue arose and which staff member was involved. Complaints should be lodged as soon as possible and always within six months of the event.
We will investigate your complaint and respond within a reasonable timescale. You also have the right to approach the Royal College of Veterinary Surgeons (RCVS) if you are dissatisfied with our reply. Please refer to their website for further information and guidance.