PDSA Veterinary Complaints Procedure

Our Pet Hospital teams are working hard to deliver our essential veterinary services, in line with the government’s coronavirus pandemic guidelines. We acknowledge that our service may look and feel differently but we would like to assure you that the safety of our patients remains a priority.

We ask for your support and understanding at this time, as our staff continue to prioritise the treatment of sick and injured pets.

Making a Complaint

We know that from time to time things don't always go according to plan – we’re really sorry that you feel we’ve let you down and want to try to make matters right.

In the first instance please ask to speak to a manager at your local pet hospital Click to find your PDSA Pet Hospital contact details. Alternatively, please complete this form and a member of our pet hospital management team will contact you as soon as they can – please allow 5 working days. Our dedicated hospital management team know you and your pet best so please give them the opportunity to learn how you are feeling and to try to put things right.

Not happy with the outcome?

If you are not happy with the way your complaint has been dealt with by your local Pet Hospital manager, we would ask that you put your complaint in writing by completing this form. Please let us know why you still remain unsatisfied with our attempts to resolve your complaint and what you believe we can do to resolve matters.

Alternatively you may wish to contact us by:

Free Phone: 0800 7314506. If we do not answer right away, please leave a message and we will get back to you

Email: client.services@pdsa.org.uk

You should expect an acknowledgement within 5 working days of receiving your complaint. We thank you in advance for your patience and we know you’ll understand that if we aren’t able to respond quickly it’s not because we don’t want to.

Please note that our Client Services team cannot put you in touch with a vet. 

We are always keen to assist our clients with any concerns they may have but we hope you understand that our team will not respond to any voicemails, or written communication, which we consider to be aggressive, abusive or threatening.