Last updated 30 August 20262 min readVetsCompared Editorial Team
Where to go first
Start with the practice. If that does not resolve it, the Veterinary Client Mediation Service can mediate many disputes about service, fees, or alleged negligence. The Royal College of Veterinary Surgeons (RCVS), the professional regulator for vets, investigates only the most serious fitness-to-practise concerns and cannot order a refund or an apology. There is no statutory veterinary ombudsman.
- Use the practice complaints procedure first and keep written records.
- VCMS is free, voluntary mediation, not a ruling.
- The RCVS cannot order a refund, apology, or compensation.
- You can change practice while a complaint is ongoing.
Start with the practice
Ask the practice for its complaints procedure. Give it a chance to investigate, and put the complaint in writing: what happened, the relevant dates, the treatment or bill concerned, and the outcome you want. Keep copies of estimates, bills and correspondence so you have a clear record if the complaint needs to go further. RCVS guidance for animal owners also suggests contacting the practice principal or manager where that is appropriate.
The Veterinary Client Mediation Service will usually only mediate after the complaint has been raised with the practice in writing, although its contact page says it may make exceptions where that was not possible.
When the Veterinary Client Mediation Service can help
The Veterinary Client Mediation Service, often shortened to VCMS, is a free, independent mediation service. It can help with quality of service, fee disputes and allegations of negligence. Possible outcomes listed by the RCVS include corrective treatment, an apology, a refund, a goodwill payment, or a change to practice procedures. Both you and the practice must agree to take part.
VCMS describes the process as mediation, not investigation or a ruling. It generally does not take issues older than one year unless there is a good reason for the delay.
When the RCVS is the right route
The RCVS concerns guidance looks at whether a veterinary surgeon or veterinary nurse is fit to remain on its Register. That includes serious breaches of the Code of Professional Conduct, fraud or dishonesty, criminal convictions, and health issues that affect safe practice. It cannot fine a veterinary professional, order treatment, force an apology or refund, give clinical advice, award compensation, or settle a negligence claim. If you want money back or a practical fix, VCMS is the route the RCVS itself points to for most of those disputes.
Bills and misleading information
If you want to compare the charges on a bill with other practices, you can check a vet bill. That tool does not replace a complaint. If the problem is misleading information about services, qualifications, prices or facilities, raise it with the practice first. If that fails, the RCVS says it may be a matter for Trading Standards.
Changing practice during a dispute
You can still change vets while a complaint is ongoing. RCVS supporting guidance says veterinary surgeons should not obstruct a client from moving. If the relationship has broken down and you need another practice for ongoing care, you can request quotes while the complaint follows its own path.
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Sources
Last checked 30 August 2026.