How To Raise a Concern

We aim to get things right, but if something hasn't gone the way you expected, we want you to let us know. 

The quickest way is to speak to your vet or call the practice directly on 01782 510 502 and ask to speak to the Office Manager or a Director. Most concerns can be sorted out there and then.

If you'd prefer to put something in writing, email us at office@horsevets.co.uk or write to us at Agnew Equine Ltd., Hot Lane Farm, Hot Lane, Biddulph Moor ST8 7HP. Please include your name, your horse's name, and as much detail as you can about what happened and what your concerns may be.

What happens next:

• We'll acknowledge your complaint within 3 working days.
• We'll look into it properly and come back to you with a full response, usually within a few days but depending on the complexity up to 2 weeks.
• If we need longer, we'll let you know why and give you a new timeframe.

We take every concern seriously and will always explain what we've found and what, if applicable, we're doing in response.