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The Veterinary Client Mediation Service (VCMS) has issued its initial response to the Competition and Markets Authority’s (CMA) summary report into the UK veterinary services market, following the authority’s extensive investigation into pricing, transparency, and consumer redress within the sector. The CMA’s market investigation has published its final decision summary today, detailing the remedies to be introduced with the aim of strengthening fairness, competition, and consumer confidence in veterinary services across the UK.¹
As part of the CMA’s earlier provisional findings, published in October 2025, dispute resolution and consumer redress formed a notable component of the CMA’s recommendations. The CMA has now set out their final decision on the remedies to be implemented, and mandatory participation in mediation is included as part of the mechanism to improve complaint handling, reduce conflict, and build trust between pet owners and veterinary professionals.
Jennie Jones, Head of the Veterinary Client Mediation Service, welcomed the CMA’s recognition of the importance of effective communication and trusted resolution processes in the veterinary sector. She noted that VCMS has worked closely with the CMA throughout the investigation, providing data, insight, and real-world experience from thousands of mediated cases.
“We are heartened to see that the CMA has appreciated the unique nature of the relationship between pet owners and veterinary professionals, and the importance of communication and trust within the pet owner and veterinary team interactions. effective complaint handling and local resolution is good for both pet owners and veterinary practice teams, and we will continue to work closely with all involved to share insight and resolution expertise to help embed the CMA’s proposals,” said Jones. “With over 80% of practices already engaging with the VCMS, the recommendation for mandatory mediation builds upon the solid foundation already in place and strengthens consumer confidence across the sector.”
VCMS Performance and Consumer Impact
VCMS, established in 2017 by the Royal College of Veterinary Surgeons (RCVS), continues to be funded by the RCVS to ensure the service remains free for consumers at the point of use. In 2025 alone, VCMS received more than 3,600 enquiries and successfully resolved over 80% of complaints referred to the service – figures that demonstrate the effectiveness and necessity of accessible, independent mediation in the veterinary market. Satisfaction levels remain high, with more than 90% of both vets and consumers rating the service positively. ²
Building a Stronger Framework for Consumer Protection
VCMS agrees with the CMA’s view that greater transparency, clearer information on pricing and treatment options, and accessible redress mechanisms are essential to supporting pet owners – especially as veterinary practice and consumer expectations evolve. The service also supports improvements to regulatory oversight, which align with broader sector feedback indicating a need for modernisation and clarity within the current regulatory system.
Looking Ahead
With the CMA publishing the full report later today, VCMS stands ready to support both consumers and veterinary practices through any changes resulting from the investigation. The organisation remains committed to fostering trust, transparency, and constructive communication across the veterinary sector.
About VCMS
The Veterinary Client Mediation Service offers independent, impartial mediation to help resolve complaints between pet owners and veterinary practices across the UK. Funded by the RCVS, the service is free for consumers and aims to promote constructive dialogue and fair outcomes.
Further Information
For further information, contact Jennie Jones, Head of VCMS jenniejones@vetmediation.co.uk or sueclark@nockolds.co.uk for press enquiries.
Please visit our website for our most recent VCMS Annual Report, which details our activities and shares veterinary complaint data and insights.
The VCMS is delivered by Nockolds Solicitors, who specialise in complaint resolution in regulated sectors. The VCMS, through Nockolds is an Approved ADR Body under the ADR Regulations (overseen by the CTSI). The RCVS contracts with Nockolds so the service is funded by the regulator, but delivered on an independent and arms length basis.
The service was established in 2017 following a pilot in 2016. The VCMS receives on average 3,500 a year. The VCMS can be directly accessed by pet owners, or veterinary practices can direct pet owners to the service. Click here for more information on Contacting the VCMS and FAQs for pet owners.
