June 8th 2020

VCMS reports 98.5% of vets satisfied with complaint mediation service

The Veterinary Client Mediation Service has published its 2019 report, which reveals a rise in awareness of the service, superb feedback and an increase in engagement from veterinary practices over the past year.

Since its launch in 2016, the VCMS, which is funded by the Royal College of Veterinary Surgeons (RCVS), has handled 5,477 complaint referrals from veterinary clients and practices, with a current rate of over 400 mediations per year. Awareness of the service has increased to the point where a far greater percentage of clients are contacting the VCMS directly, rather than through a direct referral from the RCVS, shining a spotlight on the service’s quality, authority and continued success in helping to bring ongoing complaints to a close.

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.

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…