What to do if you have a complaint

It is always better if you can let us know straight away. Most issues can be sorted out quickly, by a member of staff within the relevant team, and our staff will welcome the opportunity to do this if at all possible.

Escalation of a complaint

If you feel that an issue has not been handled to your complete satisfaction through the normal BSAVA internal channels, and that you therefore have a need to escalate your complaint, please forward your complaint, in writing, and any associated paperwork to the BSAVA Administration Officer.

Via email to: administrationofficer@bsava.com

Via post to:
Woodrow House,
1 Telford Way,
Gloucester, GL2 2AB.

Once a complaint has been submitted, BSAVA will acknowledge receipt within 48 hours and assign the complaint to a member of the Management Team who will be responsible for liaising with you concerning the complaint.

Our complaints procedure

As part of our complaints procedure, BSAVA will:

  • Treat complaints seriously and deal with them properly
  • Resolve complaints promptly and informally whenever possible
  • Learn from complaints and take action to improve our service to our members
  • Ensure that complaints are treated in confidence

BSAVA will endeavour to resolve your complaint within a further 72 hours, however acknowledge that in some cases it may take longer. If the latter is the case, you will be updated at regular intervals.

Fundraising complaints

If the complaint is regarding fundraising for BSAVA PetSavers, we commit to informing you in writing of the outcome of any investigation within 28 days of acknowledging receipt of your original complaint. We will also give you the opportunity to refer your complaint to the Fundraising Regulator if you are dissatisfied with the outcome of our investigation, provided that you do so within two months of our response.