Veterinary Client Mediation Service

20/11/2025

A lovely busy day at the London Vet Show. Looking forward to what tomorrow brings. Please do come and have a chat with us!!

20/11/2025

Don’t forget the VCMS are at the London Vet Show today and tomorrow!! Do come down and find us!

13/11/2025

The VCMS are attending the London Vet Show next week!!
Do come and find us!

05/11/2025

Planning your Bonfire night?
Don’t forget animals have very acute hearing and can be sensitive to loud bangs and whistles.
Some dazzling advice on keeping your pets safe this Bonfire evening, from the charity Blue Cross.
Find more information here:

https://www.bluecross.org.uk/advice/pets/wellbeing-and-care/fireworks-and-pets

30/10/2025

https://www.vetmediation.co.uk/resources/news/cma-provisional-report-what-it-means-for-dispute-resolution-in-the-veterinary-sector/

The Veterinary Client Mediation Service (VCMS) has given its reaction to the details of the Competition and Markets Authority’s (CMA) provisional findings into vet industry practices published in October, and provided some insight and information to help pet owners and veterinary professionals und...

23/10/2025

15/10/2025

VCMS comments on the provisional findings of the CMA in their market investigation into veterinary care for household pets, and comments on the proposals to support pet owner decision-making and veterinary complaint resolution.

Following the CMA’s publication of the Provisional Findings of the Market Investigation into veterinary care for household pets, the Veterinary Client Mediation Service (VCMS) is now reviewing the CMA’s proposed remedies and will feed into the further consultation. Sharing the insight from the 3...

01/09/2025

VCMS launches lunchtime webinar series on handling client complaints

The VCMS will be running a series of free lunchtime webinars this autumn to help equip veterinary professionals with the skills they need to handle common complaints and client disputes with confidence.

Using the insights gathered by the VCMS from real customer complaints and case studies, the practical and informative webinar series will address trends and recurring issues and key areas where there are often knowledge gaps or where improvements can be made.

The 30-minute lunchtime sessions running throughout October and November will be presented by the Head of VCMS, Jennie Jones, and VCMS Resolution Manager Alison Scull.

Jennie said: “We have used our many years of experience in mediating between veterinary professionals and their clients as the basis for these webinars, offering delegates the benefit of our real-world experience and offering actionable strategies that we know work. This ensures the learning experience is both relevant and insightful for veterinary professionals, and they can come away with hints, tips and information that they can apply to their own role to improve client relations now and in the future.”

The way complaints are handled by veterinary practices has been under the spotlight in recent months, and the VCMS hopes that the free webinar series will encourage more veterinary professionals to upskill themselves in this increasingly scrutinised area of the industry.

There are four VCMS sessions available to book now:

Welcome! You are invited to join a meeting: VCMS x RCVS Webinars . After registering, you will receive a confirmation email about joining the meeting.

27/08/2025

Pet loss support:
🔗https://ow.ly/pnoK50WpbuG.

Pet Loss Support Here to take your hand when they let go. Live Chat. Real People. Genuine Support.For 30 years, we’ve been here to help you cope with the loss of a pet, either through death, enforced separation or theft. With a free and confidential helpline, webchat, email and Facebook group, you...

25/08/2025

Tick guidance for your pets
🔗

BVA Senior Vice President Anna Judson looks at how pet owners can identify, remove, and prevent ticks, to make sure their pet stays healthy and safe.

22/08/2025

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