Complaints Policy

We hope that would never have cause to complain about Pet Lighthouse but we understand that we won't always get things right, especially when dealing with tough emotional situations.

Please check whether your concern is addressed in our safeguarding policy or privacy policy.

We would encourage you to raise any concerns as soon as you experience them, this gives us an opportunity to pivot to an approach that is more in keeping with your specific needs- every pet and every family is unique and we want to reflect that at Pet Lighthouse.

If this is not possible, or your concern arises later in the first instance please email support@petlighthouse.co.uk. We aim to respond to your complaint within 14 days.

If we are unable to resolve your complaint through our own processes then the The Veterinary Client Mediation Service (VCMS) exists to assist with complaints about the animal care or customer service you have received which have been raised with the veterinary practice but remain unresolved: https://www.vetmediation.co.uk/

Vets working for Pet Lighthouse are all regulated by the RCVS (Royal College of Veterinary Surgeons): https://www.rcvs.org.uk/