Jennie joined the VCMS in 2016 and 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 is part of the VCMS Senior Resolution 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.

Kayleigh joined the VCMS in 2019 as a Complaints Resolution Manager. With previous complaint resolution experience, Kayleigh works with both parties to help reach fair and impartial resolutions. Kayleigh says that by reviewing and discussing the client’s outstanding concerns as an independent party, further understanding and explanations can be sought and help to achieve an agreed resolution by both parties.

Janet joined the VCMS in 2021 as a Complaints Resolution Manager. With her previous veterinary experience and knowledge, Janet works with both clients and veterinary practice professionals to help reach an independent resolution that is acceptable to both parties.

Toni Taylor is the Mediation Services Manager. Joining the VCMS in 2017, Toni manages operations to ensure effective and efficient delivery of the service. Toni specialises in data analysis to derive insights to support recommendation for service improvement, along with managing logistics to ensure smooth operational delivery of the service.

Toni helps to sustain and build key stakeholder relationships, while providing support and guidance to the team as well as aiding client and practice enquiries.

With over 20 years of experience in the veterinary industry in both clinical and non-clinical roles, Alison joined the VCMS in July 2022.

Prior to joining the VCMS, Alison managed escalated and stakeholder complaints at a large referral hospital within a veterinary university. In this capacity, Alison worked closely with colleagues from the RCVS and VDS to effectively and efficiently resolve client concerns. In addition to this experience, Alison has also developed a thorough knowledge of mediation techniques through using this approach to complaint resolution. With qualifications in bereavement support and veterinary mental health awareness, Alison brings powerful insights to her role at the VCMS that greatly support the work of both clients and colleagues.

Natalie joined the VCMS in September 2021 as a Mediation Co-ordinator. She provides support to both clients and veterinary practices regarding their enquiries.

A specialist mediator in the equine sector, Director of Equine for Venn Mediation UK and consultant for VCMS, Diane has enjoyed a senior management career in equine sporting, membership and charity roles before becoming an accredited mediator. Diane aims to facilitate conversation between horse/pet owners and their veterinary practices where the practice’s complaint procedure has not brought resolution to date. In her spare time Diane is a dressage judge and has shares in a racehorse, enjoying a day at the races regardless of where the horse finishes in the race!

Louisa joined the VCMS in September 2023 as the Mediation Services Apprentice. She works in mediation support helping both clients and practices with their initial enquiries and assisting them through the first stage of the mediation process. Alongside her role, Louisa has been studying for her Level 3 Customer Service Specialist qualification which she has now completed.