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HomeVET Select is committed to ensuring accessibility for people with disabilities. We are continually improving the user experience for everyone and applying the relevant accessibility standards.

Complaints Procedure,
Cookie Policy
Accessibility
HOME VET SELECT LTD.

 
Complaints Procedure

 HOME VET SELECT LTD.

1. Our Commitment

At Home Vet Select Ltd., we are committed to providing a high standard of veterinary care through our mobile  clinic.

We aim to handle all complaints:

  • Promptly

  • Fairly and honestly

  • In a confidential manner ensuring all the GDPR requirements.

We take complaints seriously and use feedback to continuously improve our services.

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can contact us using the following methods:

Please note that if a complaint is made by phone, we may ask you to provide further details in writing to ensure a thorough investigation.

3. How We Handle Complaints

  • All complaints are initially reviewed by the Managing Director, Mihai Ponea MRCVS.

  • We will acknowledge your complaint within 5 working days.

  • You will be kept informed throughout the investigation process.

  • We aim to provide a full response within 21 working days, unless an alternative timeframe is agreed with you.

4. Time Limits for Complaints

  • Complaints should be made as soon as possible after the incident.

  • Complaints submitted more than 12 months after the event may be difficult to investigate.

However, we will consider:

  • Whether there was a valid reason for the delay

  • Whether a fair investigation is still possible

5. Standards of Behaviour

We are committed to maintaining a safe and respectful environment for both clients and staff.

We do not tolerate:

  • Aggressive or abusive behaviour

  • Harassment (in person, by phone, online, or via social media)

If such behaviour occurs:

  • The consultation or visit may be terminated immediately

  • You may be asked to seek alternative veterinary care

  • Confirmation may be provided in writing

6. If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may escalate the matter to the regulatory body:

Royal College of Veterinary Surgeons
Belgravia House
62–64 Horseferry Road
London
SW1P 2AF




 

Cookie Policy


HOME VET SELECT LTD.

1. Introduction

This Cookie Policy explains how Home Vet Select Ltd. uses cookies on our website and how they help us provide a better user experience.

By using our website, you agree to the use of cookies in accordance with this policy.

2. What Are Cookies?

Cookies are small text files that websites ask your browser to store on your device.

They:

  • Help websites function effectively

  • Store user preferences

  • Improve user experience

Cookies have expiry dates and may be deleted automatically or manually via your browser settings.

3. How We Use Cookies

We use cookies to:

  • Ensure our website operates correctly

  • Improve usability and performance

  • Understand how visitors use our website

  • Enhance security and prevent fraud

All cookie data we use is anonymous and does not identify individual users.

4. Types of Cookies We Use

Essential Cookies

These are necessary for the operation of our website.
They allow core functionality such as secure access and navigation.

Functional Cookies

These cookies:

  • Remember your preferences (e.g. cookie consent)

  • Enable features such as “stay logged in”

  • Help maintain a consistent website appearance

Analytics Cookies

We use analytics tools such as Google Analytics to:

  • Measure website usage

  • Understand visitor behaviour

  • Improve performance

These cookies collect anonymised information, including IP addresses (which are anonymised before processing).

Advertising & Social Media Cookies

These cookies:

  • Enable sharing via platforms like Facebook, Instagram, LinkedIn, and Twitter

  • Support relevant advertising (online behavioural advertising)

They do not collect personal or sensitive data.

5. Third-Party Cookies

Some cookies on our website are set by third-party services such as:

  • Social media platforms

  • Analytics providers

These providers have their own cookie policies, and we recommend reviewing them directly.

6. Session vs Persistent Cookies

We use both types:

  • Session cookies:
    Expire when you close your browser

  • Persistent cookies:
    Remain on your device until they expire or are deleted

Some cookies may remain for up to two years.

7. When Cookies Are Created

Cookies are typically created when:

  • You visit a page

  • You submit a form

  • You interact with website features

If cookies are disabled, some functions may not work properly.

8. Security of Cookies

Cookies do not pose a direct security risk.
They only store information you provide or that the website already holds.

9. Managing Your Cookie Preferences

You can:

  • Delete cookies

  • Block cookies

  • Configure your browser to control cookie use

Please note:

  • Disabling cookies may affect website functionality

  • Some features (e.g. login persistence) may not work

Helpful resources:

You can also adjust settings in your browser (Chrome, Safari, Firefox, Edge, etc.).

10. Google Analytics

We use Google Analytics to analyse website usage.

  • Data collected is anonymised

  • Information may be stored on servers outside the UK/EU

  • Data may be shared where legally required

You can opt out using the Google Analytics Opt-out Browser Add-on.

11. Personal Data

Cookies used on our website:

  • Do not store personal or sensitive data

  • Are used only for anonymised tracking and functionality

We do not sell customer information.

12. What Happens If You Disable Cookies

You can still browse our website, but:

  • Some features may not function properly

  • You may need to re-enter information

  • Login persistence may not work

13. Consent

By using our website, you consent to our use of cookies as outlined in this policy.

Requests, issues, and suggestions regarding aaccesability

If you encounter any accessibility issues or require further assistance in accessing our services, please feel free to contact us. Our team is dedicated to addressing any concerns and ensuring that everyone can benefit from our mobile veterinary service.

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