Meet the team

The VCMS Team are either appointed on a:

  • Permanent basis after a rigorous recruitment process, and we invest in ongoing personal development and training.
  • Consultancy basis which is governed by a consultancy agreement requiring impartiality, disclosure of interests and ongoing development.

All members of the VCMS Team must declare any relevant conflict of interest to ensure they can demonstrate impartiality and neutrality. If there may be an actual or potential conflict of interest, the Team member will not be involved in the particular referral to the VCMS at any time.

Head of VCMS Jennie Jones

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.

Senior Resolution Manager Jayne Kendrick-Jones

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.

Complaints Resolution Manager Kayleigh Turnbull

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.

Complaints Resolution Manager Staci Baldwin

Staci Baldwin joined the VCMS team in July 2019, bringing with her vast expertise in client communication and supporting practices in resolving complaints. Staci mediates complaints between animal owners and practices, seeking workable resolutions which allow both parties to move forward beyond the complaint conflict. After more than 10 years in practice as a Veterinary Nurse, Staci joined the VCMS team as a Resolution Manager.

Complaints Resolution Manager Janet Hulse

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.

Mediation Services Manager Toni Taylor

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.

Mediation Co-Ordinator Sally Coates

Sally joined the VCMS in August 2019 as a Mediation Co-Ordinator. She provides assistance to both clients and veterinary practices regarding their enquiries.

We are an

Independent mediation for veterinary professionals and their clients