Complaints Policy

videoVet is committed to providing a high-quality independent Veterinary service to our clients. We recognise that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of our Care Team or Veterinary Staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about an aspect of videoVet service, please try to do so as soon as possible, preferably as soon as after your appointment. Our Care Team will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.

Written Complaints

All written complaints should be addressed to Andrew Healy, Chief Operating Officer, at 8 The Mall, Beacon Court, Sandyford, Dublin 18. Please describe as fully as you can the nature of your complaint stating the following information:

– What you are unhappy about
– When the incident took place
– What staff were present at the time

Your complaint will be acknowledged in writing within 2 working days of receiving the letter, unless a full reply can be sent to you within 5 working days.

We will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issues. You will receive a full written response within 20 working days of the complaint being received.

If a full response cannot be given within 20 working days of receiving your complaint, we will write to you to explain the reason for the delay and agree a further timescale. You will receive a full written response within 5 days of a conclusion being reached.

You may also wish to contact us by email at