Jennie joined the VCMS in 2016 and is the head of the Veterinary Client Mediation Service. She oversees the mediation process and provides a crucial link between the Royal College of Veterinary Surgeons and stakeholders in the veterinary sector to ensure the trial is delivering an impartial, efficient and effective resolution service, meeting the needs of animal owners, veterinary professionals, practices and their representatives.

Jayne is part of the VCMS Senior Resolution Team. Her experience at reviewing complaints and procedures, combined with over 10 years’ complaints resolution experience are put to good use for clients and veterinary professionals by resolving the more complex complaints.

Kayleigh joined the VCMS in 2019 as a Complaints Resolution Manager. With previous complaint resolution experience, Kayleigh works with both parties to help reach fair and impartial resolutions. Kayleigh says that by reviewing and discussing the client’s outstanding concerns as an independent party, further understanding and explanations can be sought and help to achieve an agreed resolution by both parties.

Staci joined the VCMS in 2019 as a Complaints Resolution Manager.

Janet joined the VCMS in 2021 as a Complaints Resolution Manager. With her previous veterinary experience and knowledge, Janet works with both clients and veterinary practice professionals to help reach an independent resolution that is acceptable to both parties.

Toni Taylor is the Mediation Services Manager. Joining the VCMS in 2017, Toni manages operations to ensure effective and efficient delivery of the service. Toni specialises in data analysis to derive insights to support recommendation for service improvement, along with managing logistics to ensure smooth operational delivery of the service.

Toni helps to sustain and build key stakeholder relationships, while providing support and guidance to the team as well as aiding client and practice enquiries.

Emma joined the VCMS in February 2019 as a Mediation Co-Ordinator. She provides assistance to clients and practices regarding their enquiries and supports each member of the VCMS team.

Sally joined the VCMS in August 2019 as a Mediation Co-Ordinator. She provides assistance to both clients and veterinary practices regarding their enquiries.