Veterinary Client Mediation Service

23/10/2026

Some amazing feedback for our resolution manager, Alison!

22/10/2026

Managing Complaints Preparing Your Practice for the CMA Remedies

Register for our next free webinar below:
https://www.eventbrite.com/e/managing-complaints-preparing-your-practice-for-the-cma-remedies-tickets-2003063480792?aff=oddtdtcreator

With the CMA’s remedies placing greater emphasis on effective complaints handling and consumer redress, practices need to be confident that their processes are robust, responsive and focused on achieving the right outcomes for patients.

This practical session will explore the key requirements of the CMA Order relating to complaints handling and consumer redress, while providing delegates with practical tools and strategies to manage complaints effectively. We’ll look at the benefits of resolving concerns at the earliest opportunity, the essential elements of a strong complaints process, and how to respond confidently to emotional or challenging complaints.

The session will also consider how complaints can provide valuable insight into patient experience, helping practices identify opportunities for continuous improvement and strengthen the quality of their service.

Practical strategies for handling complaints, achieving effective resolution and turning feedback into meaningful improvement.

20/10/2026

Annual Report Launch 🐾
The Veterinary Client Mediation Service (VCMS) has published its Annual Highlights for 2024-25.

This year we received 3,638 enquiries from veterinary clients and practices, helping to resolve concerns constructively and maintain trust across the profession.

Read more about our impact, complaint trends and service outcomes.https://www.vetmediation.co.uk/app/uploads/2026/10/VCMS-Annual-Report-2024-25-Summary.pdf

19/10/2026

Mediation plays a key role in supporting clients and veterinary practices find positive outcomes. By continuing to provide mediation for future complaints, we remain committed to finding those agreed outcomes whilst assisting both parties. For more information, please access the below blog,

As discussions continue about consumer redress and complaints handling within the veterinary sector, mediation remains an important component of the landscape.

16/10/2026

Some amazing feedback we have received about the VCMS service over the last year!

15/10/2026

Understanding Mediation

Join our free webinar for veterinary professionals to learn when mediation may be appropriate, what to expect from the process, and the benefits for both practices and clients.

📆2 December 2026 | 🕧12.30pm - 1.30pm | 📍Online
Resolving Complaints with the VCMS: A Practical Guide to Mediation for Veterinary Professionals

Register:
https://www.eventbrite.com/e/resolving-complaints-with-vcms-a-practical-guide-to-mediation-tickets-2003063824821?aff=oddtdtcreator

A practical guide to mediation for veterinary professionals

14/10/2026

Preparing for the CMA Remedies

Please join our free webinar to explore what the remedies could mean for your practice and how to build an effective complaints process.

📆12 November 2026 | 🕧12.30pm - 1.30pm | 📍Online
Managing Complaints Effectively: Preparing Your Practice for the CMA Remedies
Register:
https://www.eventbrite.com/e/managing-complaints-preparing-your-practice-for-the-cma-remedies-tickets-2003063480792?aff=oddtdtcreator

Practical strategies for handling complaints, achieving effective resolution and turning feedback into meaningful improvement.

14/10/2026

Mediation is more than just resolving complaints—it’s also about supporting the people behind them. By easing the pressure on veterinary professionals and teams, mediation creates space for understanding, and positive outcomes for everyone involved. For further information, please see the below link.

Complaints can have a significant impact on veterinary professionals. Beyond the practical work involved in responding, complaints can affect confidence, morale and wellbeing.

12/10/2026

Thinking about referring a complaint to the VCMS? AI can be a great tool to use to support you when writing about the circumstances of your complaint, however it is important that this still reflects your own feelings and views. We’ve put together a helpful resource to show you how AI can support your written complaint. Find it here:
https://www.vetmediation.co.uk/insights/downloads/

09/10/2026

Some great feedback for the VCMS Team!