"If a client made a complaint today, would our team know exactly what to do — and would the client understand what happens next?" For practices, now is a good time to review your existing…

The Competition and Markets Authority’s (CMA) reforms of the veterinary sector seek to enhance the way veterinary complaints are handled. One of the most important changes aims to strengthen the use of independent mediation in…

As discussions continue about consumer redress and complaints handling within the veterinary sector, mediation remains an important component of the landscape.

Complaints can have a significant impact on veterinary professionals. Beyond the practical work involved in responding, complaints can affect confidence, morale and wellbeing.

One of the most common myths surrounding mediation is that agreeing to participate amounts to an admission of fault. This is not the case.

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.

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.

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,…

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…

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.

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…

Some pet owners and veterinary teams share with us that they worry ahead of the mediation call.

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…

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…

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 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.

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…