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.

Jennie Jones – Head of the Veterinary Client Mediation Service (‘VCMS’) comments:
“We welcome the publication of the Government White Paper and are particularly encouraged by the recognition of mediation as an important part of the consumer complaints landscape within the veterinary sector. We will continue to engage and participate in further consultations and exploring how binding redress following mediation could work, whilst ensuring the pathways for pet owners and veterinary practice are focused on achieving swift and proportionate resolutions to complaints. It is also important that pet owners and veterinary businesses are aware that the VCMS, as an independent and free to use service, is available to them now if a complaint involving a veterinary practice can’t be resolved”

Looking Ahead

Many of the proposals detailed in the white paper carry through from the CMA Market Investigation remedies. The VCMS will continue to engage with the CMA, RCVS and other stakeholders to support the implementation of the remedies over the next 2 years. The VCMS will be providing further guidance and resources to support pet owners and veterinary professionals to understand what the remedies mean for them.

Looking to the future and a new Veterinary Surgeons Act, the VCMS will constructively engage and share insight with government, regulators, professional bodies and veterinary practices as discussions on the much-needed legislative reform progress.

For Today

• The VCMS continues to provide free at the point of use, independent complaint mediation and resolution for pet owners and veterinary practices, achieving a resolution in around 80% of complaints mediated through the service.
• Pet owners can contact the VCMS to obtain support and guidance on how to resolve a complaint with their veterinary practice or to request mediation, via an online form – https://submit.vetmediation.co.uk/SubmitComplaint/ or by calling 0345 040 5834.
• Veterinary practices can also refer clients to VCMS, by providing clients with VCMS details or obtaining the client’s consent to pass the complaint to VCMS.

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 3,600 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