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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

October 6th 2021

Case Study: How can the VCMS Bring Clarity to a Situation?

As part of our ongoing series where we examine how the VCMS has assisted clients, we look into how our team of Resolution Managers brought clarity to a situation and helped to find a mutually…
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October 1st 2021

Animal Safety and Firework Season

As the winter nights draw in and the misty, cold evenings surround us, the season of autumn is full of many promises and festivities. Bonfire night, Christmas and New Year’s Eve are nights full of…
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September 23rd 2021

Understanding the New Challenges Faced by Veterinary Practices

In a recent article published by the British Veterinary Association (BVA), the organisation urged potential pet owners to think properly about taking on a new pet.
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Independent mediation for veterinary professionals and their clients