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  • Complaints procedure
  • Complaints procedure
  • Complaints procedure

If you are unhappy with any aspect of your visit to our surgery then we would like to hear about it so that we can improve our service to you, the client. We recommend that firstly you speak to the member of staff involved in your animal’s care, often any problems can be resolved with a simple explanation at this stage.

If you still have any concerns then we ask you to contact us within a couple of weeks of the event. We will then endeavour to investigate your complaint fully. In order to enable a complete investigation, and to allow us to provide a prominent response, please write to us with details of your complaint, including: staff involved; when the problem occurred, and what you feel would be a satisfactory outcome to your complaint. Please address your complaint to either ben Fowlie (Practice Manager) or Sarah Sheppard (Clinical Director).

If you do not feel that our written response is satisfactory, or settles your concerns, you will be invited to a meeting to discuss the matter personally with our complaints team.

Donnachie & Townley Veterinary Centre


The Veterinary Centre
29 Market Street
Rugeley, Staffordshire
WS15 2JH

Tel: 01889 582023


Units E and F, Madford Retail Park
Foregate Street
ST16 2QY

Tel: 01785 213404