Contact Us / Terms & Conditions

Moorpark House
5 Orton Place (just off Broomloan Road)
Glasgow
G51 2HF

0141-445-6869

campbellandgallowaynews@hotmail.co.uk

HAVE YOUR SAY

If you have a compliment, suggestion on how we can improve our service or a complaint, we would like to hear about it.

Compliments or Suggestions

We are always pleased to know that we are providing a high-quality service or that our staff are doing a good job. We are also constantly looking for ways to improve our service, if you have any suggestions we would like to hear from you.

Complaints

We are committed to providing a high-quality veterinary service to all our clients. Should we not meet your expectations on any aspect of our service please inform us in writing, within four weeks of the event.

Please give as much detail as possible, including any names of staff members involved to:

Dr. Karen Campbell BSc Hons BVMS MRCVS – Practice Principal
Campbell and Galloway Vets
Moorpark House
5 Orton Place
Glasgow
G51 2HF

Email: campbellandgallowaynews@hotmail.co.uk

What will happen next?

• We will send you a letter or email acknowledging receipt of your complaint within five days of receiving it.
• We will then carry out a full investigation of your complaint. This will normally involve checking your clinical records and speaking to the relevant members of staff.
• The Practice Principal will contact you within in 20 days of sending you the acknowledgement letter and discuss the matter at a mutually convenient time. We can also arrange a face to face meeting also if required.

TERMS & CONDITIONS

Accounts/ Payment:

Payment is due at the time of treatment, unless otherwise arranged with staff. We accept payment by cash, debit/ credit card (except American Express) or bank transfer.

All fees, diets and drug charges are subject to Value Added Tax (VAT) at the current rate.

Late payment or non-payment:

Should an account remain outstanding, a reminder will be sent.

After due notice to you, normally 90 days, overdue accounts are automatically transferred to external Debt Collection Agency, Waters & Gate, who will add their charges to the debt.

Estimates:

We will provide a written estimate as to the probable costs of a course of treatment. You accept that any estimate given can only be approximate and does not include any emergency procedures, follow-up treatment or investigations. We will provide ongoing updates on costs as required. You accept that you are liable for all costs incurred in the treatment of your animal.

Insurance claims:

Campbell & Galloway supports the principal of insuring animals against veterinary fees arising as a result of unexpected illness or accidents. We are happy to submit insurance claims on behalf of clients for patients under our care, however it is the client’s responsibility to maintain contact with the insurance company throughout the claims process, and to update the practice accordingly.

It is the responsibility of the client to settle any outstanding account balances resulting from a partial insurance payment. If a direct claim has not been settled in full within sixty days from claim submission, it is the client’s responsibility to settle the full balance.

Treatment reminders:

We offer a courtesy reminder for annual vaccinations and parasite control reminders, by either email or letter. However, it is the owners sole responsibility to ensure that they remain up to date with these services.

We do not offer a reminder service for puppies/ kittens second vaccines. An appointment for the second vaccination should be made at the time of the initial vaccine.

Prescriptions:

As a registered veterinary practice we prescribe “Prescription Only Medicines” which means we are required by law to see patients to be able to prescribe most medications.

We will need to see patients every 3-6 months minimum for ‘Repeat Prescription Checks’ – this is a legal requirement.

Abuse and Tolerance Policy:

We have a zero tolerance policy about abuse towards our staff

Any abuse or aggressive behaviour towards our staff or other clients will result in withdrawal of services. This will be communicated to you by letter, and we will allow 30 days in which time you may seek alternative veterinary services.

Ownership of clinical records:

Case records including (but not limited to) radiographs and similar documents are the property of, and will be retained by Campbell & Galloway Veterinary Practice. Copies will be passed on request to another Veterinary Surgeon taking over treatment of the patient concerned.

Students:

Campbell & Galloway Veterinary Practice provides clinical experience for veterinary and veterinary nursing students, on placement from university. You accept that students, acting under appropriate supervision, may be involved in the examination and care of your animal.

PRIVACY POLICY

We believe that addressing consumer concerns about privacy online is important. We treat our website user information submitted through this Site as privileged and will not abuse this trust by providing this information to any third party. On this page our practice presents our policy on electronic information gathering.

Data Protection

Your Personal Data will be;

• Used fairly and lawfully

• Used for limited, specifically stated purposes

• Used in a way that is adequate, relevant and not excessive accurate

• Kept for no longer than is absolutely necessary

• Handled according to people’s data protection rights

• Kept safe and secure

  Campbell & Galloway Veterinary Practice will not share your data with any other organisations without your permission or knowledge and only for the benefit of your animal’s welfare i.e. Your pet’s insurance company, microchip databases or a veterinary referral centre.

Personal information
We only collect personal information on a voluntary basis. If you choose to sign up to our email newsletters, all that we require are a few simple contact details. We promise to:

• Only contact you by the method you have selected

• To never pass on your details to any other company without your expressed permission and then it would only be to provide you with an added benefit.

• To always allow you to opt-out and unsubscribe at any time.

Please note that you do not have to register or opt-in to this service to use our website.

If you have any questions about our privacy promise please contact us.

Confidentiality
We do not offer, sell, lease, rent, loan, transfer, trade, publish, or provide any customer information to any third party.

All our employees or subcontractors that may come in contact with personal information are bound by a confidentiality agreement to ensure that they exercise the same level of care when handling your personal information.