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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
October 19th 2026
What Should a Complaint Policy Look Like in Your Veterinary Practice?
"If a client made a complaint today, would our team know exactly what to do — and would the client understand what happens next?" For practices, now is a good time to review your existing…
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October 19th 2026
When a Complaint Crosses the Line - Frivolous and Vexatious Complaints in Veterinary Practice
The Competition and Markets Authority’s (CMA) reforms of the veterinary sector seek to enhance the way veterinary complaints are handled. One of the most important changes aims to strengthen the use of independent mediation in…
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September 25th 2026
Why the Future of Veterinary Complaints Needs Mediation
As discussions continue about consumer redress and complaints handling within the veterinary sector, mediation remains an important component of the landscape.
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Independent mediation for veterinary professionals and their clients
