Concerns about veterinary care
Concerned about the care your pet received? Learn how to raise a concern, what the RCVS can investigate, and what other options are available to you.
If things go wrong
Many people find the thought of raising a concern about veterinary care uncomfortable, but support is available. There are several ways to address your concerns, and we'll help you understand your options and find the right path forward.
On this page
Speak to your practice
In our experience, many concerns about veterinary care arise from misunderstandings rather than poor care. Often, concerns can be resolved by speaking directly with the practice.
Many practices aim to resolve concerns constructively. It will help if you approach discussions calmly and respectfully.
Tips for raising concerns:
- Contact the practice principal or manager Ask about their complaint's procedure.
- Allow reasonable time for the practice to investigate and respond.
- Keep records of all communications.
Many issues can be resolved through honest, open conversation. The practice may be able to explain what happened, offer an apology, or take steps to prevent similar problems in the future.
Contact the Veterinary Client Mediation Service (VCMS)
If speaking to your practice directly doesn't resolve your concern, you might want to consider independent mediation through the VCMS. The VCMS is a voluntary scheme that helps resolve disputes between pet owners and veterinary practices. A trained mediator works with both sides to find a fair solution.
The service can help with various issues, including:
- Service quality concerns
- Fee disputes
- Allegations of negligence
- Possible outcomes include:
- An apology from the practice
- A refund of fees
- Corrective treatment for your pet
- A goodwill payment
- Changes to practice procedures
Mediation is voluntary – both you and the practice must agree to participate. More information is available on the Veterinary Client Mediation Service website.
Raise a concern with the RCVS
The RCVS can only handle the most serious concerns affecting a vet’s or vet nurse's ability to work as a veterinary professional. This would involve behaviour that has fallen far short of what is expected of a veterinary professional.
Contact us if you're concerned about:
- Serious breaches of the Code of Professional Conduct
- Fraud or dishonesty
- Criminal convictions
- Health issues affecting safe practise
What the RCVS can do
- Investigate whether a veterinary professional should remain on our Register
- Take disciplinary action if serious professional misconduct is proven
What the RCVS cannot do
Fine veterinary professionals.
- Order a practice to provide treatment, apologise, or refund fees.
- Provide clinical advice about your pet's treatment.
- Order a veterinary surgeon to pay you compensation or assist with your claim.
- Resolve issues that only relate to negligence.
If you'd like to discuss whether your concern is something we can help with, call us on 020 7202 0789. You can also submit a concern through our online form.
We take all concerns seriously and will investigate thoroughly where appropriate. Our focus is on maintaining professional standards to protect animal welfare and public confidence in veterinary services.
Seek legal advice
If you believe your pet was harmed due to negligent veterinary care, you might want to seek legal advice. This is particularly relevant if you're seeking financial compensation for veterinary bills, loss, or distress.
Legal action is separate from the RCVS process. It considers whether negligence caused harm or financial loss. You'll need to prove that the standard of care fell below what you could reasonably expect and that this caused harm to your animal.
Where to get legal advice
- England and Wales: Search for a solicitor using the Law Society’s online finder.
- Northern Ireland: Access legal advice via the Law Society of Northern Ireland.
- Citizens Advice provides guidance on legal options and the claims process.
Legal action can be time-consuming and expensive. Outcomes can vary and are not guaranteed. Consider whether the potential costs are proportionate to what you might recover.
Contact Trading Standards
If your concern relates to misleading information about a practice's services, qualifications, or facilities, this might be a matter for your local Trading Standards office.
Trading Standards can investigate:
- False or misleading advertising about services or qualifications
- Misleading pricing information
- Deceptive claims about facilities or equipment
You can contact your local Trading Standards office through your council's website or get advice from Citizens Advice about how to proceed.
This route is appropriate when concerns relate to marketing rather than clinical care.