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.
The Veterinary Client Mediation Service (VCMS)
Find out how the Veterinary Client Mediation Service (VCMS) can help resolve complaints from members of the public about veterinary care, fees, or services through free, fair, and independent mediation.
If you’re unhappy with the veterinary care your animal received or how the practice responded, The Veterinary Client Mediation Service (VCMS) may be able to help.
On this page
When to contact the VCMS
The VCMS is a free, voluntary complaint resolution service designed to resolve disputes between veterinary professionals and animal owners that fall outside of the RCVS’s remit.
The VCMS can help with concerns about:
- The service you received at a vet practice
- The fees you were charged
- Negligence in care or treatment
The VCMS may also be able to help you if you’re seeking:
- An apology
- A refund
- A goodwill payment
- Corrective treatment
How mediation works
Once both you and the vet practice have agreed to participate, the VCMS will guide you through a structured process with a trained mediator, helping you reach a resolution that addresses your concerns.
What to consider before contacting VCMS
Most issues begin with miscommunication, so it’s always worth contacting the vet practice first - disputes can often be resolved this way. If there's a particular person you would rather not talk to, ask to speak to another team member, such as the practice manager or the practice principal.
The practice should have its own complaints procedure. Ask to see it so you know how your complaint will be handled. The VCMS generally doesn’t investigate issues older than one year, unless there’s a good reason for the delay.
How to contact VCMS
Contact VCMS directly by:
- Calling 0345 040 5834
- Emailing [email protected]
- Or visit Veterinary Client Mediation Service
When to contact the RCVS
If you have a concern, but you’re not sure whether you should use the VCMS, contact us by:
- Calling 020 7202 0789
- Filling out our short enquiry form
Although it’s the legal responsibility of the RCVS to investigate all concerns raised with us, we can only act on the most serious concerns affecting professional conduct, including:
- Very poor or persistently poor performance
- Fraud or dishonesty
- Criminal convictions
- Health issues affecting a professional’s ability to practise safely
We don’t have the legal power to:
- Order a refund or compensation
- Force a veterinary practice or veterinary surgeon or nurse to apologise or provide treatment
- Fine a vet
- Give clinical advice
- Resolve negligence claims
Serious concerns only make up a small portion of the complaints we receive. To address issues that don’t meet our criteria, we have developed an Alternative Dispute Resolution (ADR) scheme.
When to seek legal advice
If your issue involves negligence and you don’t want to use mediation, or VCMS has not resolved the matter, you could consider independent legal advice.
Mediation is typically quicker, less formal and can result in tangible solutions, such as refunds or apologies.
Concerns about practice information
If information provided by your practice is incorrect or misleading, raise it with them first.
If the information remains unchanged, contact our advice team (by phone on 020 7202 0789 or by email at [email protected]) or Trading Standards.