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

July 2nd 2024

Preparing for the Upcoming CMA Market Investigation: A Guide for New Vets

The veterinary industry is on the cusp of significant scrutiny as the Competition and Markets Authority (CMA) moves towards a formal market investigation. Triggered by an initial review that garnered over 56,000 responses from both…
July 2nd 2024

Understanding Your Responsibilities as a Pet Owner: Legal Obligations and Animal Welfare

Owning a pet brings immense joy and companionship into our lives, but it also comes with significant responsibilities. As of June 10, 2024, new regulations emphasize the importance of adhering to specific legal obligations designed…
July 1st 2024

Veterinary Client Mediation Service Releases 2022-23 Insight Report Highlighting Increased Resolution Success

The Veterinary Client Mediation Service (VCMS) has published its annual Insight Report for 2023 sharing insight gathered from the highest number of mediations conducted to date. The VCMS, dedicated to supporting the relationship between veterinary…
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Independent mediation for veterinary professionals and their clients