Complaints

At Max and Min Veterinary Practice, our goal is to provide exceptional veterinary care and compassionate service to our clients and their pets. However, we are all human and occasionally, we may fall short of the high standards you rightfully expect from us.

In most cases, this is due to a simple misunderstanding and can be quickly resolved. Rest assured, we take all complaints seriously and investigate each one promptly and fairly.

Contacting someone who can help

By telephone:

Please call us on 01992661661 between 9.00 am and 5.00 pm Monday to Friday, except bank holidays. The person you speak to will give you their name so you have a point of contact. However, to prevent any misunderstanding, we request that all complaints are made in writing.

By post:

Please write to Mr Anish Patel or Mr Kobi Shaltiel, Max and Min Veterinary Practice, Foxholes Farm, Hertford, SG13 7NT

By email:

Please send your email to anish@mnmvets.co.uk Information to help us to help you

To help us deal with your query more effectively please:

Mark your letter or email “Complaint” and keep a copy.
Give your full name and your pet’s name.
Give your full postal address including postcode and a daytime telephone number where we can call you.

Outline your case clearly, including relevant dates. Set out the facts clearly in the order in which they happened.
Let us know what you would like us to do next
Enclose copies of documents if these are relevant, keeping

the originals.

What happens next?

If you telephone us, we may be able to resolve everything straight away. Otherwise, if you write to us, we will send you a letter acknowledging this within five working days.

If you haven’t heard from us within seven working days of the day you think we should have received it, please call us on the above number to check whether we have received it.

To investigate your complaint we may need to contact our veterinary team, to clarify what, where and when these things happened.

After we have investigated your complaint we will write to you explaining the outcome.

How long will the investigation take?

We expect to complete our investigation within four weeks of receiving a complaint, although in many cases it will be sooner.

If we can’t complete the investigation within four weeks we will write to you explaining the reason for the delay.

What happens at the end of an investigation?

When we have completed our investigation we will write to you with our decision and the reasons for it. We are then very happy to have a follow up telephone, or face to face, conversation with you should you wish.