At Aurora we try to place equal emphasis on looking after animals and people and we want to provide the highest level of service for both our clients and their pets. If, however, you feel we have failed on either count then we would very much appreciate it if you would let us know so we can address any problems and try to improve. Issues can be discussed in person, by phone or via a formal complaint which can be submitted in writing to Andrew Stalker. All complaints will be dealt with seriously and treated confidentially.If your complaint is of a serious nature and you feel it is beyond discussing with the practice directly then it should be made to the Royal College of Veterinary Surgeons who oversee all veterinary practices in the UK.