Comments & Complaints

Practice Complaints Policy

At Fivelands we aim to provide the highest standards of care for your pet and excellent service: We welcome comments to help us improve and maintain our high standards of care.

If you have a general comment this can be emailed to

We hope that you never have cause to complain. However, if you do have a complaint about any aspect of our service this should be brought up in the first instance with the branch you visited, who hopefully can deal with the matter satisfactorily.

If you are still not happy or if the complaint is of a serious nature, please inform the practice Clinical Director by email or letter. We ask that your complain is put in writing as it ensures we have a written record so that it can be fully investigated. We will acknowledge receipt of your complaint, and aim to reply within 2 weeks, although some more complex matters may take longer. However, we will keep you informed of the progress of the investigation.