If things go wrong
We understand that, from time to time, things might not go as planned. If you are unhappy with your experience at your vets, there are a number of options available to you, depending on the circumstances.
On this page:
- Speak to your practice
- Contact the Veterinary Client Mediation Service
- Raise a concern with the RCVS
- Seek legal advice
- Practice information
Speak to your practice
In our experience, many concerns are based on misunderstanding or poor communication. Therefore, we strongly encourage you to reach out to your practice in the first instance.
However upset or angry you feel, it's important to approach your practice team calmly and politely, and to treat them with respect.
If there's a particular person you have a concern about and you would rather not talk to them directly, ask to speak to another member of the practice team, for example, the Practice Manager or the Practice Principal.
Your practice should have its own complaints procedure, which you can ask to see so you know how your complaint will be handled.
Contact the Veterinary Client Mediation Service
If you are not satisfied with the response from the practice, or would prefer to speak to an independent party, you can contact the Veterinary Client Mediation Service (VCMS).
The VCMS can help you if your concern is about:
- the service you have received from a veterinary practice;
- the fees you have been charged; or
- negligence.
The VCMS may also be able to help you if you are seeking:
- an apology
- a refund
- corrective treatment
- a goodwill payment
Please note that the VCMS is a voluntary scheme, meaning that both you and the vet practice must agree to participate.
Raise a concern with the RCVS
We, the RCVS, can only deal with the most serious concerns that affect a vet’s or vet nurse's fitness to practise; that is, their right to work as a veterinary professional.
This would involve behaviour that has fallen far short of what is expected of a vet or vet nurse, for example:
- very poor professional performance that is seriously below 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 do not have the legal power to:
- fine a veterinary surgeon;
- order a veterinary surgeon to carry out additional treatment that you think your animal needs;
- order a veterinary surgeon to apologise to you;
- order a veterinary surgeon 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 surgeon to pay you compensation, or help you to make a claim; or
- resolve issues that only relate to negligence.
If you think your concern is appropriate for us, please visit our Concerns section, where you can complete a short online form.
Or, if you would prefer to discuss your concerns over the 'phone, call us on 020 7202 0789.
Seek legal advice
If your concern relates to negligence but you do not wish to contact the VCMS, or have done so but you’re not satisfied, you might wish to seek independent legal advice in order to pursue your complaint through the courts.
- Find a solicitor – England and Wales
- Find a solicitor – Scotland
- Find a solicitor – Northern Ireland
Practice information
If you feel that information provided by your practice is incorrect or misleading, it is best it raise this with them first to allow them the opportunity to discuss or correct it.
If any inaccuracies remain unchanged, you could contact our Advice team or contact Trading Standards to try to resolve the issue.