Jennie joined the VCMS in 2016 and is the head of the Veterinary Client Mediation Service. She oversees the mediation process and provides a crucial link between the Royal College of Veterinary Surgeons and stakeholders in the veterinary sector to ensure the trial is delivering an impartial, efficient and effective resolution service, meeting the needs of animal owners, veterinary professionals, practices and their representatives.

Jayne is part of the VCMS Senior Resolution Team. Her experience at reviewing complaints and procedures, combined with over 10 years’ complaints resolution experience are put to good use for clients and veterinary professionals by resolving the more complex complaints.

Kayleigh joined the VCMS in 2019 as a Complaints Resolution Manager. With previous complaint resolution experience, Kayleigh works with both parties to help reach fair and impartial resolutions. Kayleigh says that by reviewing and discussing the client’s outstanding concerns as an independent party, further understanding and explanations can be sought and help to achieve an agreed resolution by both parties.

Janet joined the VCMS in 2021 as a Complaints Resolution Manager. With her previous veterinary experience and knowledge, Janet works with both clients and veterinary practice professionals to help reach an independent resolution that is acceptable to both parties.

Toni Taylor is the Mediation Services Manager. Joining the VCMS in 2017, Toni manages operations to ensure effective and efficient delivery of the service. Toni specialises in data analysis to derive insights to support recommendation for service improvement, along with managing logistics to ensure smooth operational delivery of the service.

Toni helps to sustain and build key stakeholder relationships, while providing support and guidance to the team as well as aiding client and practice enquiries.

Angela joined Nockolds to launch the VCMS in 2016. Her previous experience of workplace mediation, business analysis, project and team management has given her the skills needed to assist with the set up and running of the VCMS trial, embedding the service following the RCVS Council decision to roll VCMS out as a full service and delivering pragmatic mediation. Angela is a qualified mediator and combines her highly effective resolution skills with empathy and a focused, commercially aware approach.

Since joining the VCMS, Angela has delivered impartial, efficient and effective mediations to veterinary professionals and their clients, successfully bringing many complaints to a resolution. Angela says the key success factor has been to listen carefully to both parties to ensure they feel heard and understood.

With over 20 years of experience in the veterinary industry in both clinical and non-clinical roles, Alison joined the VCMS in July 2022.

Prior to joining the VCMS, Alison managed escalated and stakeholder complaints at a large referral hospital within a veterinary university. In this capacity, Alison worked closely with colleagues from the RCVS and VDS to effectively and efficiently resolve client concerns. In addition to this experience, Alison has also developed a thorough knowledge of mediation techniques through using this approach to complaint resolution. With qualifications in bereavement support and veterinary mental health awareness, Alison brings powerful insights to her role at the VCMS that greatly support the work of both clients and colleagues.

Dawn joined the OCCS in 2016. She began working in optics in 1984 and has performed a variety of roles from receptionist, assistant manager, manager, and regional manager’s assistant. As a regional manager’s assistant she oversaw 25 branches, making sure they hit performance and budgets as well as recruiting staff and dealing with unresolved complaints, providing assistance to the manager when needed. In 2013 she returned to practice as an Optical Advisor where she dispensed all levels of spectacles.

Dawn is an OCCS resolution manager providing day to day contact with consumers and practitioners.

Natalie joined the VCMS in September 2021 as a Mediation Co-ordinator. She provides support to both clients and veterinary practices regarding their enquiries.

A specialist mediator in the equine sector, Director of Equine for Venn Mediation UK and consultant for VCMS, Diane has enjoyed a senior management career in equine sporting, membership and charity roles before becoming an accredited mediator. Diane aims to facilitate conversation between horse/pet owners and their veterinary practices where the practice’s complaint procedure has not brought resolution to date. In her spare time Diane is a dressage judge and has shares in a racehorse, enjoying a day at the races regardless of where the horse finishes in the race!