Vets messed up our pet's cremation

Leslambert

Hi

 I was just looking for advice. My daughter's beloved cat Bailey was ran over and thankfully someone picked her up and took her to the local vet who was able to contact us as she was chipped. We made arrangements and paid for a single cremation so my daughter could receive some ashes. Since Bailey's death my daughter hasn't slept or eaten properly. She is grieving so hard. The day we were to pick up Bailey's ashes the vet called me to inform me there had big a mistake and our beloved Bailey had been put in for a mass cremation and no ashes would be available. I can't begin to tell you how devastated I was. They reimbursed me the full amount but that's really not the point. They provided some ashes so my daughter is none the wiser. I am furious and heartbroken at the vet's negligence in regards to this. I would hate any other family to go through this. Where do I stand with making an official complaint. Who can I complain to?

Thanks in advance for any advice.

tacpot12

You should complain to the vet's first. Write a letter of complaint. If it were me, I would want to know what they had done to stop this happening to someone else. If they dont take the complaint seriously, you can complain to the Royal College of Veterinary Surgeons, but you  may find the College sides with the vet because there is nothing the vet could have done once the mistake was made. 

I do think you should think about the fact that they were open with you about what had happened. I suspect many vets would have just provided some ashes and kept the money.

Leslambert

I did appreciate the vet's honesty as she was distressed about the situation too. She said she would look into protocol to make sure this doesn't happen again. I don't hold the vet personally responsible as I understand this was an admin error....but that error has caused so much grief and distress. 

Brie

I think it would be best to try to put it behind you.  The vet, as you admit, is not to blame.  Perhaps if you had a memorial service for Bailey that would help with the healing.   

Sorry for your loss - pets can leave such a big hole in our hearts.

Leslambert

Thanks Brie I appreciate that so much and maybe it is best just leaving it. My daughter is none the wiser and they did they're very best to put things right. Maybe I'm just grieving too. 

elsien

You need to consider what outcome you would want if you do make a complaint. You’ve already had an apology, a refund, and a protocol to make sure it doesn’t happen again. To be honest, I can’t really see what else a complaint would achieve.

Grief is grief, it has a process to work through regardless. Will making a complaint make any difference to how you feel? 
 

seven-day-weekend

And the vet needn't have told you....you would have been none the wiser....

They made a mistake and have acted honourably in attempting to minimise the damage.  Let it go.

I am sorry for your loss,our family has just lost a beloved pet too.

Savvy_Sue

Also - and not knowing how old your DD is - is there not a possibility that pushing the complaint will make it more likely your daughter will find out she doesn't have Bailey's ashes after all?

Leslambert

Thank you all so much for you're time and advice. I totally agree with you all. I don't want to cause any problems for the vet. I think I'm just going through the motions myself and hopefully our situation is a one off. X

Undervalued

seven-day-weekend said:

And the vet needn't have told you....you would have been none the wiser....

They made a mistake and have acted honourably in attempting to minimise the damage.  Let it go.

I am sorry for your loss,our family has just lost a beloved pet too.

Indeed.

Plus even if the vet had done everything correctly exactly the same could have happened at the crematorium. Unless they had then been honest enough to own up neither you or the vet would have known.

Unless you actually go to the crematorium and witness the whole process, which many would find distressing, you are totally vulnerable to this happening.

Kim_kim

Leslambert said:

Thanks Brie I appreciate that so much and maybe it is best just leaving it. My daughter is none the wiser and they did they're very best to put things right. Maybe I'm just grieving too. 

It gets easier.  I had my cat Ted cremated on his own so I could have the ashes.  I would have been so upset. 

That was over 10 years ago now.
It will get easier a little at a time.