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Our service promise

Discover our service promise and the standards that guide the Practice Standards Scheme, professional registration, and all RCVS enquiries.

At the RCVS, we are committed to delivering high-quality service to both the veterinary profession and the public. Our service promise sets out the standards you can expect when contacting us, taking part in the Practice Standards Scheme, or registering as a veterinary professional.  

Whether you have a question, need guidance, or wish to raise a concern, we aim to respond quickly, clearly, and respectfully, using your feedback to continually improve our work.

The following Charter outlines our service commitment - and how you can help us deliver the best possible service.

Our service agenda is about treating the public and the profession with the highest standards of customer care. We achieve this through our committed, caring and compassionate team, and a working culture that liberates our people to look for, and act on, constant improvement.

 

What you can expect

  • A helpful response to any query from a named person who listens carefully and keeps you informed
  • A response to verbal enquiries within two working days, and to written enquiries within one week
  • An apology and corrective action if we make a mistake. Your feedback will be used to improve our service  

Our approach is always:

  • Fair
  • Open
  • Understanding
  • Forward-thinking
  • Accountable
  • Consistent