PDSA Veterinary Complaints Procedure

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. 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.

If you are still not happy with our response, please complete this form and we'll contact you within three working days.

Alternatively you may wish to contact us by:

Phone: 0800 7314506

Email: client.services@pdsa.org.uk

Write: Service Quality Manager, PDSA, North Hylton House, North Hylton Road, Sunderland, SR5 3AD


What to expect

You should expect an acknowledgement within 3 working days of receiving your complaint.

A member of the team will explore the concerns you have raised, conducting further investigation if necessary. Where we find we could have done something better, we will be open and honest about that and work with you to find a way forwards.

We aim to resolve the complaint within 15 working days from acknowledgement.


Not happy with the outcome?

If you are not happy with the way your complaint has been dealt with, we would ask that you put your complaint in writing using either the postal or email details provided above. 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.