• Out of hours:01903 203999
  • Emergency:01903 234866
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Complaints Policy

We are committed to providing a high-quality veterinary service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

This Practice is part of the Independent Vetcare Group (IVC) where local leadership and management is core to the company’s philosophy. As such we believe the best place to resolve complaints is with us here at the practice.

If you have a complaint, please contact us, the practice, with the full details. We have 10 days to respond to your complaint.

What will happen next?

  1. We will send you a letter, or e mail, acknowledging receipt of your complaint within 2 days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally be undertaken by the practice Customer Services Manager, Clinical Director (CD) or General Manager, who will review your client file and speak to the members of staff involved with your case. Where the senior CD is the subject of the complaint another will be asked to undertake the investigation. Where either of the above is not practicable a member of IVC management team will assume the role, though this may be via remote communications.
  3. The person investigating will then contact you to discuss or respond in writing via email or letter. This will be done within 10 days of sending you the acknowledgement letter.
  4. At this stage, if you are still not satisfied, you should contact us at the practice again making a formal request for a review of the decision. We the practice will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


If you are not satisfied with the outcome of the review we will recommend:

  • That you contact the Veterinary Client Mediation Service, www.vetmediation.co.uk,  or The Royal College of Veterinary Surgeons www.rcvs.org.uk.. We undertake to cooperate fully with these bodies and to implement any recommendation or direction they make.
  • You may commence legal action against us. You will need to write to us at the practice stating your reasons and financial losses. We will send all notes, files and correspondence to our Indemnity Insurers, for their consideration.

Practice information

Worthing - 24 Hour Hospital

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  • Mon
    8:00am - 7:30pm
  • Tue
    8:00am - 7:30pm
  • Wed
    8:00am - 7:30pm
  • Thu
    8:00am - 7:30pm
  • Fri
    8:00am - 7:30pm
  • Sat
    9:00am - 5:00pm
  • Sun
    10:00am - 5:00pm

Emergency Details

Please call:

01903 234866
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Find us here:

18 Upper Brighton Road Worthing West Sussex BN14 9DL Open for emergencies 365 days a year 24/7. In an emergency, please telephone us to let us know you are coming so we can ensure your visit is as stress-free as possible. This also enables us to prepare any emergency equipment or medication that may be required in advance.
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Please call this number for emergencies:

01903 234866

Brighton Surgery

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  • Mon
    8:00am - 6:30pm
  • Tue
    8:00am - 6:30pm
  • Wed
    8:00am - 6:30pm
  • Thu
    8:00am - 6:30pm
  • Fri
    8:00am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01903 234866
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Find us here:

104 Preston Drove Brighton East Sussex BN1 6EW
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Please call this number for emergencies:

01903 234866

Durrington Surgery

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  • Mon
    8:30am - 6:30pm
  • Tue
    8:30am - 6:30pm
  • Wed
    8:30am - 6:30pm
  • Thu
    8:30am - 6:30pm
  • Fri
    8:30am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01903 234866
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Find us here:

Unit B Limbrick Corner Palatine Road Worthing West Sussex BN12 6JJ
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Please call this number for emergencies:

01903 234866

Lancing Surgery

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  • Mon
    8:30am - 6:30pm
  • Tue
    8:30am - 6:30pm
  • Wed
    8:30am - 6:30pm
  • Thu
    8:30am - 6:30pm
  • Fri
    8:30am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01903 234866
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Find us here:

16 South Street Lancing West Sussex BN15 8AG
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Please call this number for emergencies:

01903 234866

Portslade Surgery

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  • Mon
    8:30am - 6:30pm
  • Tue
    8:30am - 6:30pm
  • Wed
    8:30am - 6:30pm
  • Thu
    8:30am - 6:30pm
  • Fri
    8:30am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01903 234866
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Find us here:

90 Valley Road Portslade East Sussex BN41 2TQ
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Please call this number for emergencies:

01903 234866

Southwick Surgery

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  • Mon
    8:30am - 6:30pm
  • Tue
    8:30am - 6:30pm
  • Wed
    8:30am - 6:30pm
  • Thu
    8:30am - 6:30pm
  • Fri
    8:30am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01903 234866
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Find us here:

21 Southwick Street Southwick West Sussex BN42 4AD
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Please call this number for emergencies:

01903 234866

Tarring Surgery

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  • Mon
    8:30am - 6:30pm
  • Tue
    8:30am - 6:30pm
  • Wed
    8:30am - 6:30pm
  • Thu
    8:30am - 6:30pm
  • Fri
    8:30am - 6:30pm
  • Sat
    8:30am - 12:30pm
  • Sun
    Closed

Emergency Details

Please call:

01903 234866
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Find us here:

375 Tarring Road Worthing West Sussex BN11 5JL
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Please call this number for emergencies:

01903 234866