Complaints Procedure

As an organisation we strive to ensure that we deliver the best levels of customer care and service.  However, if you are not happy with either the care or service you have received, you should contact us immediately so that we can investigate your concerns.

Our complaints procedure is designed to be quick, simple and fair.

If you are unhappy with the care or service you have received from an individual, team or department you can register a complaint by submitting an email for the attention of the Directors or in writing for the attention of the Directors.

It is important that you provide us with as much information as possible.  In your complaint, please include the following information:

  • Your name and address
  • Pet’s Name and Date of Birth
  • Email
  • Clear and concise description of the complaint including names and dates
  • Any documentary evidence to support your complaint

We will investigate your complaint in accordance with our internal complaints procedure:

  • Whether your complaint is made via email or letter, you will be contacted via email or letter to confirm we have received your complaint and that it is under investigation.
  • You may also be contacted if we require further information.
  • On completion of the investigation into your complaint which we aim to do within 14 calendar days, we will write to you and set out the findings of the investigation which has been conducted, whether your complaint has been upheld or rejected and the reasons for that.


Email: or

Address:   Aldgate Veterinary Practice, St Johns Place, Driffield, YO25 6QD
Aldgate Veterinary Practice, Aldgate House, Hilderthorpe Road, Bridlington, YO15 3AP


If you are unhappy with our final response, you can contact the following organisation dependent on the nature of your complaint:

Veterinary Client Mediation Service

6 Market Square

Bishop Stortford

CM23 3UZ or 0345 040 5834