Veterinary Client Mediation Service | CMA Working Papers published 6 Feb 2025

Following the publication by the CMA of their working papers and the external research, the VCMS will consider this next phase of the CMA investigation and emerging views in detail and respond in accordance with the CMA’s timetable.  

The VCMS have shared significant insight and data with the CMA, along with analysis of the potential areas of consumer protection and redress pathways being investigated by the CMA.  

We welcome the CMA’s recognition of the role the VCMS plays in helping to resolve complaints and also in terms of collating and sharing insight. The working paper also references the benefits provided by the service which is free at the point of use and where almost all complaints referred to the scheme reach a conclusion1.  

The VCMS prioritises and remains committed to the continual development and evolution of a service to ensure it meets the needs of consumers (in terms of awareness and engagement) and supports the relationship between consumers and veterinary practices. The service has built and continues to develop channels to share complaint insight to ensure that the learning loop and positive learning culture around complaints can be supported within the veterinary sector.  

We look forward to sharing insight and feedback on the recently published working papers, and in particular sharing further proposals on how the VCMS can play an even more valuable part in the complaint redress and regulatory framework in the veterinary sector with the CMA, RCVS, and veterinary & consumer stakeholders.  

Further Information

For further information, contact Jennie Jones, Head of VCMS jenniejones@vetmediation.co.uk  or sclark@nockolds.co.uk for press enquiries.