Woof!

Welcome to the veterinary client mediation service (vcms)

The Veterinary Client Mediation Service (VCMS) is a voluntary, independent and free complaint mediation service for clients whose animals have received veterinary care and for the veterinary professionals providing that care. Using the process of mediation, VCMS offer help and guidance to resolve complaints in a fair, cost efficient manner that is unbiased and non-judgemental. VCMS works with both parties to try and reach a solution that is acceptable to both the client and veterinary professional. The service is funded by the Royal College of Veterinary Surgeons which regulates all veterinary surgeons and veterinary nurses practising within the UK.

All veterinary practices will have their own complaints procedures to deal with concerns raised by clients. Where a complaint cannot be resolved within the practice, the VCMS is here to provide impartial mediation to help find a way forward and try to find a resolution acceptable to both. We will obtain all details of the concern and mediate with both parties to assist in finding a resolution.

The service is provided by Nockolds, who specialises in complaint mediation in regulated professions. This means it is completely impartial and each complaint is considered in a fair, timely and efficient way so that the veterinary professional and client can move on.

Latest Articles

March 14th 2024

VCMS - CMA Response

Following the Competition and Markets Authority’s announcement that they will be conducting an investigation into the veterinary sector, there has been media discussion and focus on animal owner and veterinary practice relationships.
READ MORE
March 5th 2024

5 Effective Strategies for Managing Complaints in Your Practice

Addressing complaints is an inevitable aspect of veterinary practice. However, with the right strategies, complaints can be handled efficiently, preserving the practice's reputation and ensuring client satisfaction. To effectively navigate complaint management, veterinary teams should…
READ MORE
February 7th 2024

COVID-19's Impact on Puppies: Importance of Training and Socialisation

The COVID-19 pandemic brought about many changes in our lives, and one of the more unexpected consequences is the behaviour of "pandemic puppies." A study conducted by the Royal Veterinary College (RVC) has shed light…
READ MORE
we are an

Independent mediation for veterinary professionals and their clients