What you need to know first
Before you raise your concerns with us, please read the following.
The Royal College of Veterinary Surgeons (RCVS) registers veterinary nurses to practise in the UK and regulates their conduct, primarily through the RCVS Code of Professional Conduct and through the investigation of concerns.
Our aim is to act in the public interest by safeguarding the health and welfare of animals and ensuring proper standards of conduct in veterinary practice.
There are many thousands of veterinary consultations taking place every day. Generally, all goes well, however, if things go wrong, you may wish to raise concerns.
VCMS or RCVS?
There are two ways to raise concerns: through the Veterinary Client Mediation Service (VCMS) or through the RCVS. The nature of your concern will determine which organisation can help you. Please note that the processes cannot both run simultaneously.
Concerns for the VCMS
VCMS can help you if your concern relates to:
- the service you have received from a veterinary practice
- the fees you have been charged
VCMS may also be able to help you if you are seeking:
- an apology
- a refund
- corrective treatment
- a goodwill payment
You can learn more about VCMS by visiting www.vetmediation.co.uk, or by contacting them directly using 0345 040 5834 or email@example.com. Please note that the VCMS scheme is voluntary; this means that the veterinary nurse must agree to VCMS’ involvement.
Concerns for the RCVS
The RCVS can only deal with the most serious concerns that affect a veterinary nurse’s fitness to practise, i.e. their right to work. This would involve behaviour that has fallen far short of what is expected of a veterinary nurse and would include, for example:
- Very poor professional performance where there are serious departures from the standards set out in the RCVS Code of Professional Conduct
- Fraud or dishonesty
- A criminal conviction or caution
- Physical or mental health problems affecting ability to work
We cannot, as part of our statutory regulatory process:
- fine a veterinary nurse
- order a veterinary nurse to carry out additional treatment that you think your animal needs;
- order a veterinary nurse to apologise to you;
- order a veterinary nurse to refund fees you have paid or to cancel fees that are outstanding;
- give you clinical advice about the treatment your animal has had;
- order a veterinary nurse to pay you compensation, or help you to do this; or,
- resolve issues relating solely to negligence (read our note on negligence).
If you think your concern is for us, please continue to read the following information before completing our short enquiry form. Or, if you would prefer to discuss your concerns over the telephone, you can call us on 020 7202 0789.
Can I raise concerns about anyone working in a veterinary practice?
We can consider concerns raised about individual veterinary surgeons and registered veterinary nurses (RVNs). If your concerns relate to a veterinary nurse, please view ‘Raising concerns about a veterinary nurse'.
We do not register, or have powers to take disciplinary action directly against, other veterinary practice staff, for example, receptionists, animal care assistants or those supplying services. Some other staff may be regulated by other bodies, for example, farriers are regulated by the Farriers Registration Council.
Veterinary surgeons as employers may take responsibility for those acting under their direction or supervision. If you aren’t sure whether we can investigate the person you are concerned about, please contact us for advice.
Do I have to exhaust the complaints procedure at my veterinary practice before I can raise concerns with the RCVS?
No. However, in many cases, concerns can be resolved directly with the veterinary nurse/practice. While we understand that this can sometimes be difficult, we would strongly encourage you to try and speak to the practice in the first instance to discuss any concerns that you have.
Please note that if your concern is dealt with by VCMS, rather than by us, in most cases you will need to have raised your concerns, in writing, with the practice first.
Can I raise concerns about something that happened a number of years ago?
Ordinarily, we will not investigate concerns that are more than two years old. If you wish to tell us about something that happened more than two years ago, you should explain to us why you have not raised your concerns with us before.
The matter will then be referred to the Chairman of the Registered Veterinary Nurse Preliminary Investigation Committee (RVNPIC) and the Head of Professional Conduct, who will decide if we can take it further.
Can I write to you anonymously?
Generally, we need to send to the veterinary nurse a copy of your concerns and any supporting documents you provide to us.
We will need your agreement to do this and to reveal your identity. If you do not agree to this, then it is unlikely we will be able to progress matters.
If you have any worries about disclosing your identity then you should contact us on 020 7202 0789.
Can you stop a veterinary nurse from working while you look into my concerns?
No – we have no powers of interim suspension.
A decision to stop a veterinary nurse from working can only be made after there has been a RVN Disciplinary Committee (RVN DC) hearing.
The RVN DC has a range of sanctions that it can impose – removal from the Register is only one of these (see flow chart below).
What do I need to do to raise a concern?
You will need to complete our enquiry form, we will then contact you in order to discuss your concern. You can also discuss your concern with us over the telephone on 020 7202 0789. We will then assess whether your concern can be dealt with by us or whether it should be referred to the VCMS. If your concern is for us, we will ask you to complete a formal concerns form.
The information we need includes:
- details about you – your name, email address and telephone number;
- details about your animal;
- details of the veterinary nurse you wish to complain about. If possible, please provide the veterinary nurse’s full name and practice address. If you only have a partial name, then include this;
- details about what happened and the reasons why you are concerned;
- the outcome you are seeking by raising concerns.
If you need help completing the form, or are not sure what to include, then you are welcome to call us on 020 7202 0789.
We understand that when things do not go according to plan at your veterinary practice, especially where your pet has been euthanased (put to sleep), this may be a very difficult time for you. In such circumstances, you may find it helpful to contact the Blue Cross Pet Bereavement Support Service.
What happens once I’ve submitted the enquiry form?
Once you submit the enquiry form, you should receive an acknowledgement to say that we have received it.
A Case Manager will then be assigned to you and assess whether your concern would be best dealt with by us or by VCMS. The Case Manager will contact you in order to discuss their views.
If your concern is to be dealt with by us, the Case Manager will ask you to fill in a more detailed form and ask for your consent to share the information you give with the veterinary nurse concerned, including sending him/her a copy of the concerns form and the supporting information. The Case Manager will also explain our process to you, as set out in the flow chart below.
Can I see previous decisions?
All concerns raised with us are confidential unless and until they reach the final stage of our investigation process and are referred to the RVN DC for a (usually) public hearing.
Will you keep me informed about progress?
Yes. You will receive regular updates from your Case Manager, who you may contact at any time during normal office hours if you need any information or have any uncertainties.
For more detailed information, please view How we assess and investigate concerns raised against a veterinary nurse.