We take complaints seriously.
We want every experience with Tony's Mobile Vets to be a positive one. If something hasn't gone as you'd expect, we'd like to hear about it so we can put it right.
Step 1 — Talk to us directly
Email us at hello@tonysmobilevets.comwith a description of your concern. Please include your name, your pet's name, the date of the appointment in question, and as much detail as you can about what happened.
We aim to acknowledge your complaint within 2 working days and to provide a full response within 10 working days. If we need more time to investigate, we'll let you know and keep you updated.
Step 2 — If you're not satisfied
If you feel your complaint hasn't been resolved to your satisfaction, you can contact the Veterinary Client Mediation Service (VCMS). VCMS is an independent mediation service for veterinary complaints in the UK.
Step 3 — The Royal College of Veterinary Surgeons
If the matter remains unresolved, you may refer your complaint to the Royal College of Veterinary Surgeons (RCVS), which regulates veterinary surgeons and veterinary nurses in the UK.
Our commitment
We treat every complaint confidentially and as an opportunity to improve. No complaint will affect the care your pet receives from us.
You can also write to us at: 6 Kelvin Court, 24-26 Marlborough Road, Richmond, TW10 6JS.