Friday, October 14, 2016
On 1 October 2016, the Veterinary Client Mediation Service launches, providing an independent mediation service for animal owners and veterinary practices across the UK. The service is a 9 month trial, and allows animal owners and practices to contact the VCMS directly. It is free at the point of use. Mediation is used to help both parties to resolve complaints or concerns that cannot be answered by the practice and their own complaint process. The service is provided by Nockolds Solicitors, who are experienced in resolving complaints in regulated professions. Members of the public and practices can contact VCMS directly by phone 0845 040 5834 , email  or via the website: 

Jennie Jones heads the VCMS: "We are delighted to be launching the service and look forward to offering the benefits of mediation to both animal owners, veterinary professionals and their practices. The team are more than happy to answer questions about the VCMS and mediation, so if any BEVA members have any thoughts or queries on mediation or to understand how we may be able to assist them with a particular complaint, then please feel free to call us or drop us an email."

For more information about the VCMS: 
1. Please read the VCMS introduction leaflet- Practice information 
2. A guide for animal owners (which practise are welcome to provide to Clients at an appropriate stage of their complaint process or have available in their practice) 
3. Visit the website is – where it is possible to:
a. Find out more information about the mediation service and our approach
b. Answers to FAQs
c. Contact us via an online form or email

This post was last updated on