New Era Veterinary Hospital’s Complaints Procedure

We are sorry that our service has fallen short of your expectations on this occasion, and we would like to thank you for bringing your concerns to our attention. We take any complaint made to us seriously and reflect on them to improve the quality of our service for all our clients and patients.

For clarity, and for us to fully understand the nature of your complaint, we ask that you make the complaint in writing, favourably by email, but the postal address has been added below. Please address your letter to the ‘Customer care support advisor’.

Please give the details of your pet and the event or situation that you wish to complain about, try to provide as much detail as possible (times, dates, etc.) It is also helpful for you to provide the resolution you hope to reach with our mediation.

Practice contact details:


New Era Veterinary Hospital,

Victoria Road,

St Saviour,


JE2 7QG.


We will send you an acknowledgement of your complaint and give you an approximate time frame to expect our reply, this is typically within 2 weeks. This period allows us opportunity to investigate the case fully, including reviewing all clinical notes and interviewing the staff members involved in the situation.

In our response we will outline the facts of the case and how we propose to resolve your complaint and what steps we will put in place to hopefully prevent the same problem reoccurring.