We appreciate your feedback; it helps us to deliver quality care for you and your pet. If you have any questions or feedback for us, please speak to a member of our team.

We want to avoid you feeling any unnecessary concern or frustration – most issues can be resolved informally.  We would welcome the opportunity to discuss any concerns directly with you. Please speak to a member of the team as soon as possible. We’re committed to Listen, Investigate, Learn and Respond to all feedback that comes our way. 

Click HERE to send an email to our partners Dr Hamish Currie and Dr Rosemary Dallas

We commit to:

  • Listen
  • Fully investigate
  • Bring the right people together to respond to your questions or concerns
  • Keep you updated and informed of outcomes
  • Learn from discussions

We hope your concerns have been resolved through the discussion and feedback process.

If you still feel you need to raise a formal complaint – here’s what to do:

  • Please put your concerns in writing to our practice principals Dr Hamish Currie or Dr Rose Dallas feedback@alphenvet.co.za within three months of the event. Investigations are more effective, and resolutions are better reached when related to recent, rather than historical, events.
  • Include a factual summary of events that have led to this point
  • Let us know what your expectation is for resolution
  • Let us know how you would like us to keep you updated.

This is the process we’ll follow:

  • We’ll acknowledge your complaint within three working days (Monday to Friday).
  • We’ll engage all appropriate people and investigate thoroughly. We’ll aim to respond to you within 14 working days (Monday to Friday) of this acknowledgement. If we can’t achieve that, we’ll be in touch to set an expectation on timescales.
  • We’ll respond to your complaint in writing; however, please let us know if you would also like a telephone call or meeting.

What happens if you are still not satisfied?

We undertake to appoint a mediator who has a detailed understanding of the veterinary industry and is independent.  We undertake to enter into and complete a process of mediation and will abide by an independent mediator’s decision.