Handle a vet client complaint

Acknowledge, look into it and reply in writing.

1. Log the complaint
2. Acknowledge within three working days
3. Read the clinical notes
4. Speak to the vets and nurses involved
5. Tell the indemnity insurer if a claim is possible. Most people forget this: Late notice can affect cover
6. Write the reply (Clinical director signs off)
7. Tell them about the Veterinary Client Mediation Service

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