Complaints

We are committed to providing the highest quality service to all our customers and their pets. Should we fail to meet your expectations in any aspect of our service, please let us know. Your feedback will help us ensure that we provide the best service possible to you and your pet.

If you have a complaint or wish to discuss a concern with a member of the veterinary team, you should call our customer service in the first instance. Please contact us as close to the event as possible. Our customer service advisor will do their utmost to help resolve the issue.

In the unlikely circumstance that our customer service team cannot resolve the issue to your satisfaction, you may escalate the complaint to the next stage of our complaints procedure by sending your complaint in writing to our main office.

PocketVet
Unit 3, Castlebridge Office Village
Castle Marina Road
Nottingham
NG7 1TN
England, UK

Telephone:0115 907 0052

Email: help@pocket.vet

We aim to acknowledge all formal written complaints within two working days of receiving them. We will investigate the complaint thoroughly and will endeavour to give a substantive response to all complaints within five working days of receipt.

If you are unhappy with the outcome of the investigation, and your complaint relates to the service you received, the standard of care, or the fees involved, then you can refer your complaint to the Veterinary Client Medication Service (VCMS).  The VCMS is an independent and impartial alternative dispute resolution service. Visit https://www.vetmediation.co.uk/ for further information.

If you are unhappy with the outcome of the investigation, and your complaint relates to veterinary medicines, you can contact the Veterinary Medicines Directorate at the following e-mail address: postmaster@vmd.gov.uk