Aside from being honest about your pet’s condition, veterinarians must be professional to be realistic about their rates. They must be transparent in explaining how the bill arrived at a specific price based on the services done or the medications used. Otherwise, their license can be taken away for any dishonest practices.
The final bill must reflect a breakdown of the final cost because service providers are bound by the Consumer Rights Act to conduct themselves in this manner. Therefore, you can file a complaint against a vet that does not adhere to the law and the Royal College of Veterinary Surgeons’ prescription.
Below are several situations that merit a complaint.
When both parties do not agree on a fixed amount, the Consumer Rights Act explains that the veterinarian must provide the necessary service for a reasonable price. Relay this to the vet if their prices seem expensive without proper explanation. Ask for calculations on how the price came to be to resolve the matter and apologize if you turned out to be wrong. Don’t make false claims that you paid a high price for an average service to help the vet protect their credibility.
The Consumer Rights Act requires service providers to conduct their profession with the utmost skill and care. You have the right to have the sub-par service repeated at no extra cost if you think that the veterinarian did not follow what the law prescribes. If a repeat is not possible, the vet can provide a discount or a free service during your next visit.
Engage the vet in conversation if you think that their price does not match the quality of service. If you can’t resolve the issue at this level, you can then ask for a complaint procedure to resolve the matter with the veterinary practice. These practices have various complaints procedures to address client concerns. Write them a letter to escalate the complaint, and surgeons must reveal their process of dealing with objections. They are also bound by law to tell you their regulator and their insurance details.
You must address complaints on high fees, sub-par services, and negligence to the Veterinary Client Mediation Service (VCMS). This free and independent service will help you get an apology, a refund, or a complimentary treatment from the vet in question. However, the VCMS’ voluntary nature means that the vet receiving the complaint must agree to VCMS getting involved. You can reach VCMS via email at firstname.lastname@example.org.
Meanwhile, the Royal College of Veterinary Surgeons (RCVS) can help only if the veterinary surgeon’s professional demeanour is in question. Serious deviations from their Code of Professional Conduct leading to poor performance is sufficient proof to help file a complaint. Fraud and criminal convictions are other situations that the RCVS review and bestow judgment. Veterinarians who manifest mental health problems are subject to charges as well.
You can review the RCVS Code of Professional Conduct to know how your veterinarian must act when dealing with customers.
If you’re looking to learn more about how you can file a complaint about your overcharged veterinarian fees, Consumer Reclaim is your best option. Get in touch with us today to see how we can help you.