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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
February 3rd 2026
Upcoming Webinar: Policy to Practice - Making a Complaint Policy a Friend for Your Practice and Pet Owners
January 30th 2026
Don’t Worry About Mediation and its Process! It's Focused on Compassion, Calmness, and a Confidential Space.
Some pet owners and veterinary teams share with us that they worry ahead of the mediation call.
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November 27th 2025
Vet Industry Complaints Fall -2.6% Year-On-Year, While Consumer Satisfaction, The Number of Mediations and Resolution Rates Hit 3-Year High
The Veterinary Client Mediation Service has published the annual report of activity and insight from 2024. Funded by the Royal College of Veterinary Surgeons and free at the point of service for consumers, the VCMS…
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Independent mediation for veterinary professionals and their clients
