Complaints Procedure

VCA wants to give the best possible service but we know that we don't get it right all the time. By making a complaint you can help VCA to improve our service and give us an opportunity to put things right.

Step - by - step guide to our complaints procedure

If you feel able to you can contact the person that dealt with the matter you are concerned about and explain to them

what it is that has gone wrong
how you think it could be put right
how you think this situation could be avoided in the future.

If you don’t feel that you can speak to the person that you have a complaint against then you can contact the VCA manager by telephone 01330 825794 or by emailing info@vcaberdeenshire.org.uk. You can arrange to speak with the manager over the telephone or arrange a meeting to discuss your complaint face-to-face.

VCA will listen to your complaint, investigate what happened and let you know the outcome of the investigation. In order to ensure that we have gathered all of the necessary information VCA asks that you allow us 14 days to investigate and get back in touch with you to let you know the outcome.

If you are still not satisfied then you can take your complaint to the Board of directors. This is best done in writing either in a letter or an email addressed to: south@vcaberdeenshire.org.uk. You should outline the complaint, the actions that you have taken to date to resolve the situation, how you think it could be put right and how you feel that VCA could prevent this happening again.