Belvedere Parkvets 020 8311 5250
Bromley Parkvets 020 8619 0973
Chislehurst Parkvets 020 8295 1100
Eltham Parkvets 020 8859 7914
Hayes Parkvets 020 8619 0499
Longfield Parkvets 01474 703377
Petts Wood Parkvets 01689 867810
Sidcup Veterinary Hospital 020 8300 8111
Swanley Parkvets 01322 665916
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Belvedere Parkvets 020 8311 5250
Bromley Parkvets 020 8619 0973
Chislehurst Parkvets 020 8295 1100
Eltham Parkvets 020 8859 7914
Hayes Parkvets 020 8619 0499
Longfield Parkvets 01474 703377
Petts Wood Parkvets 01689 867810
Sidcup Veterinary Hospital 020 8300 8111
Swanley Parkvets 01322 665916

Complaints Policy

Our aim is to provide you and your pet with the best possible service and care. Please let us have your feedback, comments and suggestions so we can endeavour to improve and make our service more suited to your needs. Our local teams of Vets, Nurses, Receptionists and Practice Managers will take your comments seriously and will want to know how we can help. 

Complaints: 

If you have encountered any problems with our services, please let us know:

  • In the first instance, tell the person in charge of your pet’s care – they may be able to resolve your concern there and then 
  • If they are unavailable, please discuss your concerns with any member of our team who will only be too happy to help – we would much rather talk to you about it now 
  • Alternatively, you are welcome to write to us. Please address all correspondence to our Practice Manager or Clinical Director. It would be helpful to provide the following information: 
    • Your name, address and convenient contact telephone and email 
    • The name of your pet 
    • The date on which you last attended the clinic 
    • A brief description of your concerns 
    • A summary of what in your opinion we can do to best deal with your concerns 
  • In general, if you have a concern, it is best to raise it as soon as possible – this will make it easier for us to investigate and resolve any matters, which are still ongoing 
  • If any of our staff were involved, it would be helpful if you can provide us with their names 
  • In the event your complaint is relating to an Out of Hours service or a Referral treatment that was not provided by our staff we would ask you to firstly direct the complaint to the relevant service provider. If you are not sure whether or not this was the case please ask any of the practice staff and we can quickly clarify to whom the complaint should be directed. We would also appreciate it if you could keep us updated on the outcome
  • If your complaint is related to the provision of interest free credit please approach the providers - Care Free Credit - directly. Contact details are available on their website www.carefreecredit.co.uk

We will treat any point you raise in confidentiality. Upon receiving your letter, we will aim to contact you to find out more. Please let us know the most convenient time to contact you. We may need to investigate the matter further before being able to reach a conclusion; if that is the case we will do our best to look into it as quickly as possible and will reply to you as soon as we are able. 

In normal circumstances, we would aim to have addressed your complaint within 14 days of receiving it.

Escalation:

  • If you are not satisfied with the outcome of this process, you may raise your concern with our central team by emailing complaints@independentvetcare.co.uk. Your email will be redirected to the appropriate individual
  • Alternatively you may contact the Veterinary Client Mediation Service, www.vetmediation.co.uk

General Feedback: 

If you have any general comments please:

  • Email the practice email address (usually found in our contact page on the website)
  • Alternatively write to the Practice either via post or hand in to reception

Thank you for taking the time to give us your thoughts.

Practice information

Belvedere Parkvets

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  • Mon
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Tue
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Wed
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Thu
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Fri
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Sat
    08:00am - 10:30am
  • Sun
    Closed
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Find us here:

19 Picardy Street Belvedere Kent DA17 5QQ
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Bromley Parkvets

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  • Mon
    09:00am - 13:30pm
  • Tue
    16:00pm - 19:00pm
  • Wed
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Thu
    16:00pm - 19:00pm
  • Fri
    16:00pm - 19:00pm
  • Sat
    12:00pm - 14:30pm
  • Sun
    Closed
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Find us here:

28 Chatterton Road Bromley Kent BR2 9QN
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Chislehurst Parkvets

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  • Mon
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Tue
    10:00am - 14:30pm 17:00pm - 20:00pm
  • Wed
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Thu
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Fri
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Sat
    15:30pm - 18:00pm
  • Sun
    Closed
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Find us here:

70 High Street Chislehurst BR7 5AQ
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Eltham Parkvets

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  • Mon
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Tue
    Closed
  • Wed
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Thu
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Fri
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Sat
    12:00pm - 14:30pm
  • Sun
    Closed
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Find us here:

65 Well Hall Road Eltham London SE9 6SZ
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Hayes Parkvets

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  • Mon
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Tue
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Wed
    Closed
  • Thu
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Fri
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Sat
    08:00am - 11:00am
  • Sun
    Closed
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Find us here:

44 Hayes Street Old Hayes Kent BR2 7LD
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Longfield Parkvets

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  • Mon
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Tue
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Wed
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Thu
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Fri
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Sat
    08:00am - 12:00pm
  • Sun
    Closed
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Find us here:

49 Station Road Longfield Kent DA3 7QD
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Petts Wood Parkvets

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  • Mon
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Tue
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Wed
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Thu
    Closed
  • Fri
    09:00am - 13:30pm 16:00pm - 19:00pm
  • Sat
    15:30pm - 17:30pm
  • Sun
    Closed
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Find us here:

88 Crofton Lane Orpington BR5 1HD
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Sidcup Veterinary Hospital

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  • Mon
    7:30am - 19:00pm
  • Tue
    7:30am - 19:00pm
  • Wed
    7:30am - 19:00pm
  • Thu
    7:30am - 19:00pm
  • Fri
    7:30am - 19:00pm
  • Sat
    Emergencies Only
  • Sun
    Emergencies Only
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Find us here:

53-55 Maidstone Road Foots Cray Kent DA14 5HB
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Swanley Parkvets

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  • Mon
    09:00am - 13:30pm 14:30pm - 19:00pm
  • Tue
    09:00am - 13:30pm 14:30pm - 19:00pm
  • Wed
    09:00am - 13:30pm 14:30pm - 19:00pm
  • Thu
    09:00am - 13:30pm 14:30pm - 19:00pm
  • Fri
    09:00am - 13:30pm 14:30pm - 19:00pm
  • Sat
    14:00pm - 18:00pm
  • Sun
    08:00am - 12:00pm 14:00pm - 18:00pm
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Find us here:

Park Road Swanley Kent BR8 8AH
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