At Paws Over the Rainbow, we’re committed to providing the highest standards of care for both our patients and clients. Your feedback is always welcome, whether it’s a compliment, suggestion or concern as it helps us improve and recognise the efforts of our teams.

How to make a complaint

Step 1: Speak to the Team

We understand that this is an emotional and difficult time. If you are unhappy with any part of the service you have received, we encourage you to contact us as soon as possible by phone or email. Most concerns can be resolved by speaking with a member of our team in the first
instance. Where appropriate, we can then discuss the visit with the veterinary surgeon who attended your appointment, as they have first-hand knowledge of the visit and are best placed to answer any questions or address any concerns.

We will endeavour to investigate the matter fully and respond to you within 5 working days.

Email: info@pawsovertherainbow.co.uk
Phone: 07942077180

Step 2: Put Your Concern in Writing

If your concern wasn’t resolved in conversation, or if you’d prefer to write to us, please send your feedback to info@pawsovertherainbow.co.uk. This allows us to review the matter in more detail and respond thoroughly.
To help us respond promptly, please include:

• Your name and contact details
• Your pet’s name
• The date and time of the visit you’re concerned about
• A summary of your concerns
• What outcome you’re hoping for

Your email will be acknowledged within 5 working days. If further investigation is needed, we’ll aim to respond in full within 15 working days. If it will take longer, we’ll let you know why and give you a new timeline.

Step 3: Make an external complaint

If you remain dissatisfied with the response from us, you have the right to escalate your complaint externally. To do so, you can contact the Veterinary Client Mediation Service (VCMS). This is a free, independent, and voluntary service funded by the RCVS that helps mediate disputes between pet owners and vet professionals. You can visit their website to find out more information, including how to contact them, https://www.vetmediation.co.uk

If your complaint is regarding professional misconduct, you can contact the Royal College of Veterinary Surgeons (RCVS). The RCVS is the regulatory body for all vets and registered veterinary nurses in the UK. They handle serious concerns regarding professional misconduct
(e.g., dishonesty, acting against instructions, or practicing illegally) rather than routine clinical disagreements or service issues. You can visit their website to find out more information, including how to contact them, https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care

Confidentiality and Accessibility

All complaints will be handled sensitively and in accordance with UK data protection laws. We are committed to making reasonable adjustments under equality laws, so please let us know if you require information in an alternative format to access this procedure.

Record Keeping

We will securely record all complaints, actions taken, and lessons learned to continuously improve our services.

Policy last updated: June 2026
Next review date: June 2027