When visiting a veterinary practice, many of us will be worried about our pet, and feel anxious about what is wrong with them, what care they may need and the costs involved. For many of us, the relationship with the veterinary team is good one and we feel in safe and trusted hands.
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.
For further information and answers to queries frequently asked questions, please do visit our FAQ area of the website.