If things go wrong

We understand that, from time to time, things might go wrong. If you are unhappy with your experience at your vets, there are a number of options available to you, depending on what has happened.

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 communication issues, so we would always recommend you speak to your practice first.

Please remember to speak politely and calmly to your practice team, even if you are upset about something, and to treat them with respect.

If you do not wish to speak to the person about whom you are concerned, 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 your 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.

Read more about the VCMS

Raise a concern with the RCVS

We, the RCVS, can only deal with the most serious concerns that affect a vet’s or vet nurses’ 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 and would include, 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 do this; or,
• resolve issues that only relate to negligence

If you think your concern is for us, please visit our Concerns page, where you can complete a short online form.

Or, if you would prefer to discuss your concerns over the telephone, you can 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.