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The Veterinary Client Mediation Service (VCMS) is an approved alternative dispute resolution service set up in 2017 to help resolve consumer complaints involving veterinary practices. Free at the point of service for consumers, the service is funded by the Royal College of Veterinary Surgeons. In 2024, the VCMS received more than 3,500 enquiries and resolved over 80% of complaints referred to the service by pet owners.
Speaking in response to the Competition & Markets Authority’s (CMA) consultation on potential remedies published on 1 May 2025 as part of the latest working paper from its ongoing market investigation into veterinary services for household pets and effective complaints and redress mechanisms, Jennie Jones – Head of Service for Nockolds Solicitors which operates the VCMS – said: “We will be considering the potential remedies outlined in the consultation in detail, and in conjunction with the Royal College of Veterinary Surgeons.
“From speaking to our service users, we know that over 90% of veterinary practices and clients who have used the VCMS service to resolve a dispute, said they would use the service again. The majority of veterinary practices engage with the current process voluntarily, however we have already been exploring the CMA’s suggestion to make it mandatory to participate in, as it may bring reassurance and encourage some pet owners to engage with the trusted VCMS scheme if they have a complaint which has not been resolved.
“The CMA is also consulting on a potential requirement for vet businesses to raise awareness of the VCMS. It’s important that consumers know where to turn when a complaint can’t be resolved with a practice, and we are encouraging more veterinary practices to share this information. The service is very accessible and the process of raising a complaint is easy to follow but first pet owners need to know the VCMS is here for them. We are doing our bit to further raise awareness of the VCMS among consumers and are stepping up our work ensure more pet owners know about the service and how the VCMS can help them.
“We continue to support the underlying aims of the ongoing CMA investigation by sharing our insight and analysis of veterinary complaints both with the RCVS and across the veterinary profession. Our aim is to ensure our insight has an impact to further improve industry standards in client care, complaint resolution and in supporting the relationship between animal owners and veterinary professionals.
“We will work closely with the Royal College of Veterinary Surgeons, consumers and veterinary stakeholders to consider the potential remedies set out by the CMA in the working paper, and will formally respond to the consultation paper by 27th May 2025 deadline.”
