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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
July 1st 2025
Your Summer Update from VCMS - Pet Owner Complaints in the Spotlight
It has been a busy year for the Veterinary Client Mediation Service (VCMS). We have been contributing to the ongoing Competition and Markets Authority investigation into the veterinary industry and responding to the latest Which?…
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May 30th 2025
Which? Research Shouldn’t Put Off Pet Owners Looking For Help With Their Vet Complaints
A spokesperson from the Veterinary Client Mediation Service (VCMS), the approved alternative dispute resolution service for pet owners and veterinary professionals, is reassuring pet owners and veterinary practices that they are in good hands with…
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May 13th 2025
Veterinary Client Mediation Service (VCMS) Response to the Latest CMA Report on the Veterinary Market Published on 1 May 2025
The Veterinary Client Mediation Service (VCMS) is an approved alternative dispute resolution service set up in 2017 to help resolve consumer complaints involving veterinary practices. Free at the point of service for consumers, the service…
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Independent mediation for veterinary professionals and their clients
