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At Bright Side Vets our promise to our clients is to provide the best possible clinical care to our patients whilst delivering excellence in customer service.  Where we do not fulfil this promise we would like to hear from you so we can try to put things right and where necessary learn about how we can improve our service.  This page explains our complaints procedure.

In the first instance, please talk to our reception team or the vet you have been dealing with at the time.  If you feel comfortable please explain what you are not happy with so that we can endeavour to sort any problem out immediately.

Of course, there maybe situations where you do not wish to speak to the crew member on duty at the time or you may feel the issue has not been resolved to your satisfaction.  If this is the case please inform us in writing of the incident with us much detail as possible.  Your comments can be forwarded to or the following postal address:

Practice Manager
Bright Side Vets
Waterloo House
49 West Street,
DE11 9DN

What happens when you write to us?

Once we receive your email or letter we will take the following steps:

  • We will acknowledge your letter or email (using the same method you have used) within 3 working days.
  • We will carry out a full investigation of your complaint with all of the crew members that were involved.
  • The Practice Manager will contact you no later than 14 days from receipt of your letter with a detailed response and proposals for resolving the matter.

We believe that in most cases this procedure will resolve any issues you may have with the services we provide.  If, however, in the unlikely event we have not been able to satisfy you, you are able to contact our governing body, the Royal College of Veterinary Surgeons.  Please email or write using the following address.

Professional Conduct Department,
Royal College of Veterinary Surgeons
Belgravia House
62-64 Horseferry Road