The quickest way to reach us about your feedback, a question, or a concern regarding the care and service you received from one of our vets is by emailing admin@Elizavet.co.uk.

 

Our formal feedback or complaint process:

 

  1. We will acknowledge your complaint within 3 business days (Monday to Friday).
  2. We will investigate thoroughly with all appropriate team members and aim to respond within 10 business days. If this isn’t possible, we will let you know the expected timeline and keep you updated throughout the process.
  3. We will respond in writing, but please tell us if you would also like a telephone call or meeting.
  4. Please provide: Your name and contact detail, your pet’s name, a clear description of your concern, and any relevant dates or details.

We understand that sometimes concerns can feel worrying or frustrating. Most issues can be resolved quickly, we strive to resolve most situations in a fair and constructive manner, and we encourage you to speak to a member of our management team as soon as possible. When you do:

 

  • We will treat your feedback, questions, and complaint seriously and respectfully.

  • We will listen carefully to your concerns

  • We will investigate your concerns thoroughly and impartially.

  • We will respond within a reasonable timeframe.

  • We will use your feedback to improve our services.

 

We hope that informal discussions help resolve your concerns. However, if you feel a formal complaint is necessary, here’s how to proceed:

 

Put your concerns in writing within three months of the event. This ensures investigations are timely and resolutions are effective.

  1. Include a factual summary of the events leading to your concern.
  2. Tell us what resolution you are hoping for.
  3. Let us know what the best telephone number would be to reach you at

 

At Elizavet, your satisfaction and your pet’s care are our highest priorities. We are committed to addressing your concerns openly, professionally, and with warmth.