Veterinary Client Mediation
0345 040 5834


Many of us visit a veterinary practice when we are concerned for our animal’s health and wellbeing and are satisfied with the service we receive. If a problem arises, this can often be talked through and resolved with the veterinary professional at the practice. However, when your concern cannot be resolved by the practice, then Veterinary Client Mediation Service (VCMS) service can help. VCMS is a mediation service, so we do not judge, takes sides or penalise either party. We remain impartial to find a resolution. As a mediation process, the VCMS seeks to resolve your complaint fairly and quickly.

The solution may be an apology, a refund, an offer of further treatment, a discretionary payment, an explanation of what has happened and why or that no further action on the part of the practice is required.

For more details on how we will do this, please see our Complaints Process.

We will:

  • Listen to you to establish a clear picture of the complaint
  • Identify the key issues of your concerns and what you are hoping to achieve by pursuing the complaint
  • Obtain all the relevant information from the practice
  • Talk to you and the practice to discuss possible solutions to resolve the complaint
  • Help implement and conclude the complaint so both parties can move on
  • At all stages of the process, we will keep you informed of what is going on
  • Importantly, we will also ask you how we have done and listen to your feedback to continuously improve our service.

Independent mediation for veterinary professionals and their clients