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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.

Latest Articles

August 8th 2022

Respect and ‘Be Kind’ – Online and Verbal Abuse in Veterinary Practices

In a recent survey conducted by the British Veterinary Association (BVA), it was revealed that 30% of vets had received online abuse in the past year and 47% reported that they had felt intimidated by…
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August 8th 2022

The Cost of Living and Animal Welfare

The cost of living has increased across the UK and with this comes the added pressure on households up and down the country. Recently, there have been reports that vets fear that pet owners may…
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August 8th 2022

Industry Insight and Lessons Learned

From the VCMS mediations it was clear to see that the impact of Covid-19 and restrictions continued to exacerbate complaint situations throughout 2021.
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Independent mediation for veterinary professionals and their clients