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What is the VCMS' Mediation Process?
Our mediation process works to achieve a mutually beneficial outcome for both parties and on agreeing to mediation both parties sign our legally binding document which outlines the process itself.
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September 25th 2026
Why the Future of Veterinary Complaints Needs Mediation
As discussions continue about consumer redress and complaints handling within the veterinary sector, mediation remains an important component of the landscape.READ MORE -
September 23rd 2026
Supporting Veterinary Teams Under Pressure
Complaints can have a significant impact on veterinary professionals. Beyond the practical work involved in responding, complaints can affect confidence, morale and wellbeing.READ MORE -
September 21st 2026
Does Using Mediation Mean Admitting Fault?
One of the most common myths surrounding mediation is that agreeing to participate amounts to an admission of fault. This is not the case.READ MORE -
September 16th 2026
Five Types of Complaints That Mediation Can Help Resolve
Mediation is suitable for a wide variety of concerns. Common examples include communication disputes, fee disagreements, dissatisfaction with treatment outcomes, relationship breakdowns and complaints that have become increasingly entrenched.READ MORE -
September 16th 2026
Not Every Complaint Is About Clinical Care
When a complaint lands on a practice desk, it is easy to assume that the concern relates to clinical competence. However, experience suggests that many complaints arise for other reasons.READ MORE -
August 24th 2026
Why Mediation Supports Veterinary Practices, Not Just Clients
Veterinary professionals work in a challenging environment where clinical decision-making, client expectations and emotional circumstances often intersect. Even in practices committed to excellent care, complaints can arise. When they do, they can consume valuable time,…READ MORE -
August 11th 2026
What Veterinary Complaints can Teach us About the Future of Consumer Resolution
At VCMS, we spend every day helping veterinary professionals and pet owners navigate complaints and find ways forward. Recent discussions about the future of veterinary complaints handling have generated a great deal of interest across…READ MORE -
July 9th 2026
VCMS Welcomes Government Recognition of Mediation and Commits to Supporting the Veterinary Sector Through Reform
The publication of the Government's White Paper, 'Our Vision for a Thriving Veterinary Sector', marks a significant milestone in the long-awaited reform of veterinary regulation and consumer protection.READ MORE -
June 30th 2026
How Complaints can be Resolved Through Mediation?
The mediation process gives those involved the freedom and creativity to come up with and agree any resolution. This can seem ‘complicated’ but really it just means that we’re not tied to outcome in a…READ MORE -
March 24th 2026
VCMS Responds to CMA Final Report on Veterinary Services and Household Pets
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February 3rd 2026
Upcoming Webinar: Policy to Practice - Making a Complaint Policy a Friend for Your Practice and Pet Owners
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January 30th 2026
Don’t Worry About Mediation and its Process! It's Focused on Compassion, Calmness, and a Confidential Space.
Some pet owners and veterinary teams share with us that they worry ahead of the mediation call.READ MORE -
November 27th 2025
Vet Industry Complaints Fall -2.6% Year-On-Year, While Consumer Satisfaction, The Number of Mediations and Resolution Rates Hit 3-Year High
The Veterinary Client Mediation Service has published the annual report of activity and insight from 2024. Funded by the Royal College of Veterinary Surgeons and free at the point of service for consumers, the VCMS…READ MORE -
November 7th 2025
VCMS Quarterly Review
Veterinary complaint body sees a 5% increase in activity over Spring 2025, with an ongoing theme of communication and expectations around standards of care and a fall in purely cost related complaints referred to the…READ MORE -
October 29th 2025
CMA Provisional Report: What it Means for Dispute Resolution in the Veterinary Sector
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October 15th 2025
CMA Publish the Provisional Findings in their Market Investigation into Veterinary Care for Household Pets 15 October 2025
Following the CMA’s publication of the Provisional Findings of the Market Investigation into veterinary care for household pets, the Veterinary Client Mediation Service (VCMS) is now reviewing the CMA’s proposed remedies and will feed into…READ MORE -
September 2nd 2025
VCMS Launches Lunchtime Webinar Series on Handling Client Complaints
The VCMS will be running a series of free lunchtime webinars this autumn to help equip veterinary professionals with the skills they need to handle common complaints and client disputes with confidence.READ MORE -
September 1st 2025
Veterinary Client Mediation Service Releases 2023-24 Insight Report
The Veterinary Client Mediation Service has published the annual report of activity and insight from 2024. Funded by the Royal College of Veterinary Surgeons and free at the point of service for consumers, the VCMS…READ MORE -
July 1st 2025
Your Summer Update from VCMS - Pet Owner Complaints in the Spotlight
It has been a busy year for the Veterinary Client Mediation Service (VCMS). We have been contributing to the ongoing Competition and Markets Authority investigation into the veterinary industry and responding to the latest Which?…READ MORE -
May 30th 2025
Which? Research Shouldn’t Put Off Pet Owners Looking For Help With Their Vet Complaints
A spokesperson from the Veterinary Client Mediation Service (VCMS), the approved alternative dispute resolution service for pet owners and veterinary professionals, is reassuring pet owners and veterinary practices that they are in good hands with…READ MORE