June 8th 2020

VCMS reports 98.5% of vets satisfied with complaint mediation service

The Veterinary Client Mediation Service has published its 2019 report, which reveals a rise in awareness of the service, superb feedback and an increase in engagement from veterinary practices over the past year.

Since its launch in 2016, the VCMS, which is funded by the Royal College of Veterinary Surgeons (RCVS), has handled 5,477 complaint referrals from veterinary clients and practices, with a current rate of over 400 mediations per year. Awareness of the service has increased to the point where a far greater percentage of clients are contacting the VCMS directly, rather than through a direct referral from the RCVS, shining a spotlight on the service’s quality, authority and continued success in helping to bring ongoing complaints to a close.

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.

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.

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.