Veterinary Client Mediation
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Meet the Team


Jennie Jones

Head of VCMS

Jennie Jones is the head of the Veterinary Client Mediation Service. She oversees the mediation process and provides a crucial link between the Royal College of Veterinary Surgeons and stakeholders in the veterinary sector to ensure the trial is delivering an impartial, efficient and effective resolution service, meeting the needs of animal owners, veterinary professionals, practices and their representatives. 



Jayne Kendrick-Jones

Senior Mediator

Jayne is part of the VCMS Senior Mediating Team. Her experience at reviewing complaints and procedures, combined with over 10 years' complaints resolution experience are put to good use for clients and veterinary professionals by resolving the more complex complaints.



Angela Pinkney

Complaints Resolution Manager

Angela has been with the VCMS from the start of the service. Her previous experience of workplace mediation, business analysis, project and team management  has given her the skills needed to assist with the set up and running of the trial. Since joining the VCMS, Angela has delivered impartial, efficient and effective mediations to veterinary professionals and their clients, successfully bringing many complaints to a resolution. Angela says the key success factor has been to listen carefully to both parties to ensure they feel heard and understood.



Janet Thompson

Complaints Resolution Manager

Janet joined the VCMS in 2017 as a Complaints Resolution Manager. She investigates complaints and works with both clients and veterinary professionals to reach a fair and impartial solution.



Toni Taylor

Mediation Services Manager

Toni joined the VCMS in 2017 and is a Mediation Services Manager. She supports each member of the VCMS Team as well as providing assistance to clients and practices regarding their enquiries.



Emma Morgan

Mediation Co-Ordinator

Emma joined the VCMS in February 2019 as a Mediation Co-Ordinator. She provides assistance to clients and practices regarding their enquiries and supports each member of the VCMS team.


Independent mediation for veterinary professionals and their clients