May 1st 2019

FAQ: This is all About Fee Avoidance, So Should We Delay Debt Recovery with Mediation?

Some complaints are about fee avoidance, and establishing this early is important. If a fee remains outstanding, it is important for a practice to find out why. 

If the client does not share any dissatisfaction with the practice at the time of treatment/attendance at the practice, and subsequently raises an issue when debt recovery action is taken, then a practice will argue that the complaint is linked more to avoiding payment than a genuine issue. 

There are occasions when the concerns raised are genuine but the client has been burying their head in the sand, or has been too upset to raise the issue. In mediation via the VCMS, we will seek to establish this early on. 

It is also fair to say that clients who trust the practice and are happy with the care provided, will pay. 

If the concerns raised are then explored and then resolved or dropped by the client, agreements can be reached to pay the outstanding fees. 

If mediation is unsuccessful, the practice can pursue debt recovery action. Under the court rules, parties must show they have tried alternative dispute resolution (ADR), and the VCMS will meet that requirement. 

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…
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May 13th 2025

Veterinary Client Mediation Service (VCMS) Response to the Latest CMA Report on the Veterinary Market Published on 1 May 2025

The Veterinary Client Mediation Service (VCMS) is an approved alternative dispute resolution service set up in 2017 to help resolve consumer complaints involving veterinary practices. Free at the point of service for consumers, the service…
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May 1st 2025

Did You Know that the Veterinary Client Mediation Service (VCMS) is an Approved ADR Provider?

Many complaints and disputes can be resolved without the time, cost and stress of going to court. With County Courts busier than ever and cases taking longer to be heard, it’s no wonder that the…
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