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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 Veterinary Client Mediation Service
Standards of care remain the number one concern for pet owners, according to the latest quarterly insights report from the Veterinary Client Mediation Service (VCMS).
Fees and charges – arguably a focus of discussions for the vet industry right now – were the core issue in just one in seven complaints during the three month period from May to July 2025. Standards of care was the main issue for two thirds of complainants (63%), up +5% on the previous year.
The VCMS received 961 enquiries during the quarter, which is slightly higher than the same period in 2024 (917). A quarter (26%) of cases went to mediation, while 238 cases were concluded. The service maintained a strong resolution rate of 78%.
Practices were more engaged in the reporting period, with 84% of vet businesses willing to take part in mediation, which represents an increase on the previous three-month period (February to April 2025). Satisfaction levels remain high with both vets and pet owners valuing the fairness, impartiality and constructive nature of the service.
Emerging trends to watch for the future include complaints about record issues and disagreements over treatment plans, which both saw increases in the number of complaints received by the VCMS.
Jennie Jones, head of the Veterinary Client Mediation Service said: “It was an active quarter for the VCMs, with the number of complaints remaining steady and levels of engagement and satisfaction continuing on an upward trajectory. There were some interesting trends in terms of the cases we have been handling too.
“There’s a lot of talk in the press about costs, but pure fees and charges complaints were actually a very small part of our work during the last quarter. How fees link into concerns about standards of care is the big one, and this is because its particularly emotive subject for animal owners – they want to ensure their pets are getting the best care available.
“With records issues and disagreements over treatment plans on the rise, it’s definitely an area where we can share insight with vets to help improve communication and clarity, particularly with regards to agreeing clear expectations. For example, we know in an emotional situation, owners will sometimes say “whatever it takes” about the care of their animals, when it is important that the full context of the family’s and patient’s needs are clear and understood so an informed, confident decision can be made by the pet owner.
“Effective client communication is the bedrock of building strong, trust-based relations with pet owners, and it helps avoid confusion or misunderstandings becoming complaints down the road, which can be very stressful for all involved.”
The VCMS offers a year-round programme of workshops and webinars to help vet practices and professionals manage complaints proactively. For more information, please contact sclark@nockolds.co.uk
