Complaints Procedure

At Your Family Vets, we always aim to provide the very best care for you and your pets. We truly value your feedback — it helps us to maintain and improve our standards.

If you are unhappy with any part of the service you have received, please let us know. We take all concerns seriously and will do our best to resolve them quickly and fairly.

Most issues can be resolved at the time they arise. If something hasn’t met your expectations, please speak to a member of our team as soon as possible — in person, by phone, or by email.

We’ll always listen carefully and do our best to put things right straight away.

If you’d like to make a formal complaint, please contact us in writing.

You can email or post your complaint to:
Your Family Vets
61 Wetherby Road
Knaresborough
HG5 0LF
📧 hello@yfvets.co.uk

Please include:

  • Your name and contact details
  • Your pet’s name
  • A brief summary of your concern
  • What outcome you are hoping for
  • We will acknowledge your complaint within three working days (Monday to Friday).
  • We will engage all appropriate people and investigate thoroughly.
  • We aim to respond to you within 14 working days (Monday to Friday) of this acknowledgement.
  • If we are unable to achieve this, we will contact you to set an expectation on timescales.
  • We will respond to your complaint in writing; please let us know if you would also like a telephone call or meeting to discuss our response.

If you are not satisfied with the outcome of your complaint, you can contact the Royal College of Veterinary Surgeons (RCVS), which regulates veterinary practices in the UK:

📮 RCVS Professional Conduct Department
The Royal College of Veterinary Surgeons
Belgravia House, 62–64 Horseferry Road, London, SW1P 2AF
🌐 www.rcvs.org.uk/concerns

We’re here to help, listen, and improve. Every piece of feedback helps us make Your Family Vets an even better place for pets and their people.