Complaints about the College - our policy

Concerns about a veterinary surgeon or veterinary nurse

If you wish to raise a concern with us about a veterinary surgeon or a veterinary nurse, please visit our Concerns section. 

Our team is committed to providing a high quality, accessible and responsive service. However, we recognise that there may be times when you feel that you have not received the standard of service you expect from the College, for example, long delays in responding to you, failing to provide the correct information or unacceptable behaviour from staff or Council members. If this happens, then we would like to know about it as soon as possible. Only by learning from our mistakes can we continue to improve our service to you.

Concerning staff

If you have a complaint relating to a staff member, in the first instance please discuss the issue with the individual. You may also wish to ask to talk to their head of department. If you feel the matter remains unresolved, please contact the Director of Human Resources, Lisa Hall, on [email protected] or 020 7202 0716.

Concerning Council members

Any complaints relating to RCVS Council members or Veterinary Nurses Council members should be directed to the President on [email protected] or 020 7202 0761.

About College activities

Any comments relating to activities of the RCVS, including how your complaint about a veterinary surgeon may have been handled on an administrative basis, should be directed to the Registrar, Eleanor Ferguson, on [email protected] or 020 7202 0718.

Please be aware that we cannot enter into any discussion about the outcome of a complaint made about a veterinary surgeon. Such complaints are dealt with by our two statutory committees – Preliminary Investigation and Disciplinary – the work of which is independent from that of the College. Complaints about the outcome of a Disciplinary Hearing can only be made to the Privy Council.

About the College’s role and remit

The RCVS works within the constraints of the Veterinary Surgeons Act 1966 (VSA). The Department for Environment, Food and Rural Affairs has responsibility for the VSA. Comments relating to the legislation should be addressed to the Defra Helpline on 08459 335577 or email [email protected].

About the website

If you would like to offer feedback on the website, please complete the feedback form or email [email protected].

Concerns about a veterinary surgeon or veterinary nurse

As the regulatory body for the veterinary profession in the UK, we are the body to come to if you have been unhappy with your veterinary surgeon or veterinary nurse. We can only respond to concerns made in writing about named individuals.

You can read about our concerns procedure (for vets), and how to raise a concern about a vet. 

Or, view our concerns procedure (for RVNs), and how to raise a concern about a veterinary nurse. 

Other

For all other enquiries, visit our Contact us page to find the most relevant person or department to contact.

If you wish to make your comment or complaint in writing, please send to the person indicated above at Royal College of Veterinary Surgeons, 3 Waterhouse Square, 138-142 Holborn, London EC1N 2SW.

What happens next?

We will acknowledge your comment or complaint within three working days. If a response is required, we aim to respond in full within this time, but if this is not possible we will explain why and give you an estimated date by which you can expect a full reply.