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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 the further consultation. Sharing the insight from the 3,500 enquiries a year received by the VCMS is an important part of the wider role of the VCMS, in complaint resolution and supporting insight-led continuous improvement.
On initial review, the VCMS welcomes CMA’s focus on remedies which help pet owners to choose the right practice for them and their pet and to then feel more informed in their decision-making around care for their pets. The VCMS continues to advocate the importance of clear and balanced information for pet owners which enables better decision-making, improves client satisfaction and trust between pet owners and veterinary professionals. In most instances, there is a respectful and trusted relationship between pet owners and veterinary professionals as they work collaboratively and with the shared goal of doing what’s best for the pet and their owners. Encouraging greater transparency and more consistently providing the information pet owners need to make good decisions benefits all involved.
The VCMS also welcomes the highlighting of the need for legislative reform to update the regulatory framework to recognise the increased prominence and relevance of veterinary businesses. The lack of business regulation sits at the heart of many of the consumer and sector frustrations shared with VCMS during the complaint resolution process, and recognition of the urgent need for a new Veterinary Surgeons Act is helpful.
Paragraph 87 of the report details the CMA’s proposed remedies regarding complaints, and
“We propose that FOPs would be required to have an in-house complaints system which meets certain criteria, including informing pet owners of how to complain, and what to expect from the process. FOPs would also be required to engage in mediation if the pet owner wished, if the complaint could not be resolved in house.”
During the further consultation, the VCMS will share ongoing insight to help develop the criteria for effective in-house complaints systems and processes which improve client satisfaction and support local resolution in-house.
The VCMS has spent time with the CMA to explain the role of the service and the positive impact of mediation as an easily accessible and supportive process to resolve what can be complex and emotive complaints. The service is funded by the Royal College of Veterinary Surgeons (RCVS) to provide complaint mediation free at the point of use in complaints that do not involve allegations of serious professional misconduct by an individual veterinary professional. The service confirms that currently over 80% of veterinary practices mediate the complaints referred to the service.
We will continue to work with the CMA to ensure any final remedies further enhance benefits of VCMS mediation for pet owner and veterinary teams and to raise awareness of the availability of the service which is free for consumers. With 82% of complaints mediated being resolved through the VCMS process, it is important that pet owners know the VCMS is available when a complaint cannot be resolved with the veterinary business. One pet owner recently shared their feedback, “The entire experience was professional, compassionate and constructive. I now feel a sense of closure and hope that my input will lead to positive changes within the practice” and a veterinary practice contacted us ‘“using the VCMS service [is] extremely helpful and beneficial for our complaints. We always reach a fair and non biased outcome where all parties feel listened to. The process is very easy and communication is always prompt and clear.” which highlight the importance of an effective and accessible route to help pet owners and veterinary business resolve complaints when this cannot be achieved in-house.
The VCMS will take time to consider carefully the full provisional findings and proposed remedies, and work with the CMA and the RCVS to share insight on the potential impact of the proposals and to further develop the details around the proposed remedies relating to complaint handling, communication and complaint redress.
15 October 2025
FURTHER INFORMATION
For further information, contact Jennie Jones, Head of VCMS jenniejones@vetmediation.co.uk or sueclark@nockolds.co.uk for press enquiries.
Please visit our website for our most recent VCMS Annual Report which details our activity and also shares veterinary complaint data and insight.
The VCMS is delivered by Nockolds Solicitors, who specialise in complaint resolution in regulated sectors. The VCMS, through Nockolds is an Approved ADR Body under the ADR Regulations (overseen by the CTSI). The RCVS contracts with Nockolds so the service is funded by the regulator, but delivered on an independent and arms length basis.
The service was established in 2017 following a pilot in 2016. The VCMS receives on average 3,500 a year. The VCMS can be directly accessed by pet owners, or veterinary practices can direct pet owners to the service. Click here for more information on Contacting the VCMS and FAQs for pet owners
The full details of the CMA Market Investigation can be found here
Written By
Jennie Jones
Head of VCMS
