NAVP Complaints Policy and Procedure
Policy Statement
The National Association of Veterinary Physiotherapists (NAVP) is committed to maintaining high standards of professionalism, integrity, and member support. We welcome feedback and take complaints seriously, using them as an opportunity to improve our services and uphold our values.
Scope
This policy applies to all NAVP members, service users, volunteers, staff, and members of the public who interact with NAVP or its representatives.
Definition of a Complaint
A complaint is any expression of dissatisfaction regarding the conduct, service, or actions of NAVP, its members, or representatives.
Informal Resolution
Where possible, complaints should be raised informally with the individual concerned or a relevant NAVP contact. Many issues can be resolved quickly and amicably through open communication.
Formal Complaints Procedure
Step 1: Submitting a Complaint
Formal complaints should be submitted via the form below.
Step 2: Acknowledgement
NAVP will acknowledge receipt of the complaint within seven working days.
Step 3: Investigation
A designated member of the Executive Committee will investigate the complaint. This may involve gathering statements, reviewing documentation, and speaking with relevant parties. Investigations will be completed within 30 working days where possible.
Step 4: Outcome and Response
A written response will be provided to the complainant, outlining the findings and any actions taken.
Appeals Process
If the complainant is dissatisfied with the outcome, they may request an appeal. This will be reviewed by a senior member of the Executive Committee not previously involved. The appeal decision is final.
Confidentiality and Fairness
All complaints will be handled confidentially and impartially. Individuals subject to a complaint will not be involved in its investigation.
Monitoring and Review
Complaints are logged and reviewed annually by the Executive Committee to identify trends and inform improvements. This policy is reviewed annually.
Contact Details
Email: sec@navp.co.uk
Website: www.navp.co.uk