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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.
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
September 16th 2026
Five Types of Complaints That Mediation Can Help Resolve
Mediation is suitable for a wide variety of concerns. Common examples include communication disputes, fee disagreements, dissatisfaction with treatment outcomes, relationship breakdowns and complaints that have become increasingly entrenched.
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September 16th 2026
Not Every Complaint Is About Clinical Care
When a complaint lands on a practice desk, it is easy to assume that the concern relates to clinical competence. However, experience suggests that many complaints arise for other reasons.
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August 24th 2026
Why Mediation Supports Veterinary Practices, Not Just Clients
Veterinary professionals work in a challenging environment where clinical decision-making, client expectations and emotional circumstances often intersect. Even in practices committed to excellent care, complaints can arise. When they do, they can consume valuable time,…
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