Complaints Policy

Vetlife is committed to providing the best possible service. There may, however, be times when things go wrong. We want to know when this happens. We take your comments and complaints seriously as they help us to improve our service.

How to complain about the services provided by Vetlife:
1. In the first instance, please send your complaint:

a. By mail to:
The Complaints Panel, Vetlife, 7 Mansfield Street, London W1G 9NQ

b. By e-mail to:

2. You should receive an acknowledgement letter from the Complaints Committee within 5 working days and a full written response will generally be provided within 30 working days. In circumstances requiring lengthier investigation, an indication of expected time of delivery of a full response will be provided.

3. If you are not satisfied with the response provided from the Complaints Committee, you should ask for your complaint to be forwarded to the attention of the Vetlife President, who will ensure that it is passed to an external adjudicator who will provide a final decision on the complaint.