Compliments and Complaints Procedure
We are always looking to receive feedback, both positive and negative, to help us monitor and improve our services.
We are keen to hear from our clients when standards of care and services either exceed or fall below their expectations. Whilst we strive to provide animals with the best possible standard of care, we recognise that on occasion you may feel we don’t get it right.
If you have a grievance, please discuss this with the vet in charge of your case at the earliest opportunity. If you wish to make a complaint, please do so in writing, to our Hospital Manager, Mel Bates, firstname.lastname@example.org. If you have cause to dispute the fees on your invoice, please send written notice to our Hospital Manager, within 7 days of receiving your invoice.
We shall acknowledge your complaint by email or in writing within 3 working days and review the complaint within 10 working days of the date received.
We will investigate what happened, discuss it with you and arrange a meeting with the people involved, if appropriate. We aim to do the best for you and your horses in our care, and it is important to us that you trust in our services.
We will identify the problem, put processes in place to ensure the problem isn't replicated, and we will make things right.
We welcome positive feedback and reviews that we share with the team to let them know they are appreciated. If you would like to leave us a review, please do so on our Facebook account, or on Google.
I have owned my Irish Sports Horse, Brodie, for the last 11 years and have been a client of Newnham Court Equine during this time. Brodie has been treated by Newnham during some difficult times and I always have felt supported by the team. Whatever issue Brodie has had, there have been detailed discussions, a diagnosis, options provided and a plan of action through every step of the journey. The service provided is very much a personal service and I have always had access to a vet to ask questions or even to just check if she is ok. Also, very worthy of mention are the nursing team and the back-office staff, who are always friendly and helpful whenever I need anything. A huge thank you to the team at Newnham!
Sam Ottaway and Brodie
This is me & my mare lou lou, whom without the dedication, care & knowledge that she received from Katie and all her Team at Newnham Court equine would sadly no longer be with me.
Lou came down with laminitis & EMS she then got colitis, which resulted in her being rushed to horsey hospital, she was really poorly & I nearly lost her a few times, but Katie gave me hope when I thought all was lost, the round the clock care Lou received was second to none, but not only for Lou but the constant updates I got about Lou, the messages and phone calls were all above & beyond. I can never thank the Team at Newnham Court Equine enough for what they did with Lou, and I will be eternally grateful,
Sarah Evans and Lou Lou
I’ve been a client of Newnham Court Equine for over 10 years. My horse, Finn, has had to have more vet visits than any horse owner would want. However, I genuinely can’t fault the service and care that we receive from everyone at Newnham. I can honestly say that everyone on the team will care for your horse as if it were their own.
Finn has met nearly everyone at Newnham over the years and provided a variety of cases, including cuts to the eyelid, bone chips, respiratory concerns and most recently a keratoma. The advice and care, pre- and post-appointments and visits, are second to none.
During the keraroma case, I felt really at ease because of the constant updates, information and overall approach that Newnham took. Again, it was really apparent that everyone was invested in the case. Even now, when I call up to book for standard advice or visits, anyone I speak to will ask how Finn is doing and will be genuinely pleased to hear he is happily moving along the road to recovery! There is no other team that I would trust to this level with my horse, and I am always grateful for the care and service they provide.
Hannah Leong and Finn