We hope that you will never have to recourse to complain about the standards of service received from the Derwent Valley Vets Limited. However, if you feel that something has happened that you feel is unsatisfactory, please tell us. We take complaints very seriously.

Most problems can be sorted out quickly and easily. The best way to do this is to discuss it with the person who is looking after your pet at the time of the problem.

If this hasn’t resolved the problem and you would like to complain formally, then let us know as soon as you can by either:

  • Calling the practice on 01629 55666 and asking to speak to the Practice Manager (Claire Wilson) or one of the Directors (Rebecka Bold or Claire Goodear). If they are busy consulting or operating it may be necessary for you to leave details of the complaint so they can call you back.
  • Emailing us on enquiries@derwentvalleyvets.co.uk , making it for the attention of the Practice Manager or a Director.
  • Contacting us via PetsApp, making it for the attention of the Practice Manager or a Director.
  • Writing to the address below for the attention of the Practice Manager or a Director, Derwent Valley Vets Limited, The Boat House, 110 Dale Road, Matlock, DE4 3PP

It is better to contact us as quickly as possible, so please try to write to us within 2 weeks. This gives us the best opportunity to investigate and resolve the issue.

Please include the following information to help us in investigating the problem:

  • Your name, address and pet’s name
  • What happened? Tell us about the nature of the complaint
  • When did this happen?
  • Who was involved?
  • What would you like the outcome to be?

Please also let us know how you would prefer to be contacted e.g., letter, phone call, PetsApp, email etc

What we will do:

  • We will acknowledge your complaint within 5 working days and we will let you know who is dealing with your complaint, and when you can expect to receive a reply.
  • In most cases we hope to give you a full reply within 14 working days, but if it is going to take longer, we will get in touch to let you know what is happening.

When we look into your complaint, we will:

  • Find out what happened and what went wrong.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

If you feel this doesn’t resolve your complaint

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. This does not affect your right to approach the Royal College of Veterinary Surgeons, if you are dissatisfied with the outcome.