Mediation is a confidential and a without prejudice process. If a resolution is not reached, we can provide confirmation that the complaint was referred to us for mediation, and this process has concluded without resolution. We will not provide an overview of the discussions or any proposals explored.

We do not provide a copy of the mediation bundle routinely as both parties are asked to provide relevant information (correspondence or records) which have generally been shared prior to our involvement. As an approved ADR provider, we do offer to provide copy documents if requested.

We do however refer you to our guide to ‘How the VCMS Looks After Your Information’ which sets out our process to ensure we only hold relevant data for the minimum time necessary and our approach to any data requests. Please do, however, remember that when agreeing to mediate, the parties agree to a confidential process which facilitates open and honest exchanges to help find a resolution.

The VCMS will gather information regarding your complaint to establish what has happened and to help those involved reach an agreement. We cannot force either the Client or the Practice to make or accept a proposal, but we will help the parties involved find a fair solution, and this may include a refund or further treatment where appropriate.

The VCMS team is happy to speak to consumers or practices on the telephone initially.
We do have an online complaint form which is the quickest way to submit details to us, and can speed up the initial stages of the mediation. Once we have the initial information and confirm the complaint falls within our remit, the mediation process is generally dealt with on the telephone. Sometimes information will be exchanged by email or letter, but mediation works best when your assigned resolution manager can speak with you and then the other party. We find this is the most effective way of progressing matters.

We will summarise discussions in writing for you when appropriate or necessary, and you will receive written confirmation of the outcome.

In exceptional circumstances we can conduct the mediation process in writing, and we are happy to discuss this with you if you think this would be more appropriate for you.

The VCMS provide mediation for complaints and concerns involving Veterinary Surgeons and their practices across the UK. This includes:

– England
– Scotland
– Wales
– Northern Ireland
– Channel Islands

You can refer your complaint to the VCMS by:

• Calling us on 0345 040 5834 between 8am – 6pm Monday to Friday
• Completing the full complaint form – This can be completed and submitted online or downloaded from the resources section of the website and sent to us by email.  Alternatively, you can call us and request a hard copy by post
• Emailing the VCMS as enquiries@vetmediation.co.uk.
• Writing to the VCMS, 6 Market Square, Bishop’s Stortford, Herts, CM23 3UZ

We will need you to give your consent for the Practice to release your personal details and relevant veterinary records to us.

The VCMS will work with the Practice and the Client and aim to reach a solution that is acceptable to both parties within 45 days of accepting your complaint. This timescale may be extended if there is a delay in obtaining all the relevant information but we will keep you informed.

Between 1 October 2016 – 31 May 2017, the average time between a consumer returning the signed complaint authority to concluding the mediation was 56 days. This covers the initial phase of the trial, and since 1 March 2017, the average time has fallen to 33.3 days.

The VCMS is a service funded by the Royal College of Veterinary Surgeons. It is a free service providing complaint mediation for pet owners (veterinary clients) and veterinary practices. The VCMS can also help with advice or guidance on complaints handling and resolution.

You are welcome to contact the VCMS at any time if you have a query regarding the care your pet has received or service you have received from the Practice.

If you have a complaint we will ask you initially raise this with the practice, and can in certain circumstances help you to do this.

It is important to raise your concerns with the practice as they may be able to resolve the problem with you directly. If the practice will not or cannot resolve the complaint, then it is important that your concerns are clearly explained so there is no confusion or misunderstanding. We therefore recommend that an email or letter of complaint should be sent to the practice. This should include:

• What has happened.
• Why you are dissatisfied.
• How you would like to see the complaint resolved.
• When you expect to hear from the practice (this must be a reasonable period of time).
• We will ask you to send us a copy of the complaint raised and any response from the practice.

If you are unable to prepare a written complaint, we can assist you so please get in touch.

If you are worried that the circumstances of your complaint involve an emergency or a serious risk to your pet’s health, you are welcome to contact the VCMS and we will offer guidance on where to complain or what action you should consider, but you should seek veterinary care for your animal as a priority.

Most practices will have their own complaints procedure. The various professional bodies who represent and advise Vets and their practices offer guidance on complaints handling processes. If the Practice’s procedure says that the practice will respond to a complaint within 4 weeks, they should follow the timescales set out in the procedure. You can ask the Practice to confirm they have received your complaint or to provide you with details of their complaints procedure if they have not already done so. This will help you to know when you should expect to hear from the Practice. If the Practice does not respond within a reasonable time frame or cannot provide you with details of their complaints procedure, then you are welcome to contact the VCMS for further advice and guidance. The VCMS will consider each complaint separately, but recommend that Veterinary Professionals follow advice and guidance from their professional representative bodies and insurers.

The VCMS is a mediation service. This means we do not make a judgment or give a decision to resolve the complaint. We aim to use mediation to help both parties agree a resolution. If an agreement is found, this is confirmed in writing and provided to both parties so each party knows exactly was agreed and what action they have to take, if any and when.

If the parties agree a resolution, this becomes a binding agreement on the parties, and can be enforced by either party.

We do advise that when a resolution includes a specific action to be taken by one party, i.e. further treatment or an apology, it is unlikely that a court will be able to enforce the agreement.

The Royal College of Veterinary Surgeons Code of Conduct set out the responsibilities and obligations of the veterinary professionals.

There is no fixed time limit to bring a complaint relating to veterinary care and service under the Code of Conduct or any law, but it is advisable to raise any concerns or complaints as soon as possible to give the Practice the opportunity to resolve any issues. The VCMS recommends that complaints be investigated and a resolved by the Practice within 8 weeks, but this is only guidance and will depend on the circumstances of the complaint.

In most circumstances, we would ask that a Client contacts us within 12 months of the complaint arising with the practice. If your complaint arose more than 12 months ago and the practice confirms it has provided a final response and cannot resolve the complaint, we may still be able to assist, but will review the circumstances of your complaint and advise whether mediation would be possible.

If a Practice is not responding to your complaint, then contact us to discuss the available options.

Either party is able to end the mediation at any time. Mediation is a voluntary process. We do ask both parties to consider carefully at the outset whether they feel mediation is appropriate.

The Resolution Manager will have seen the information provided by both parties in order to prepare for the telephone calls.

As the owner and the practice will have tried to resolve the complaint themselves, you will have exchanged correspondence and information. This is likely to set out the key issues within the complaint. The Resolution Manager will want to explore what remains unresolved and try to establish why. To help this, it is helpful for you to:

– Consolidate your issues into clear points
– Be prepared to discuss why you feel the way you do
– Appreciate that the Resolution Manager may need to ask questions to explore your point of view and position. The Resolution Manager is impartial and neutral but need to explore the issues from both perspectives to help find a way forward
– Be willing to explore proposals to bring your complaint to a resolution
– Confirm the appointment and telephone number you would like us to use. No shows may incur a rescheduled appointment resulting in delays
– If you are using a mobile phone when taking the call, ensure you are in a place where you receive a good, clear signal
– Be aware that a decision is to be made on the day of mediation

If you are representing an owner or speaking on behalf of the practice, please ensure you have the authority to make a decision and agree to a resolution. It is important that the mediation can flow and that those making the decision are involved in the mediation conversations.

The majority of concerned clients will speak to the practice or the veterinary professional involved, and the complaint will be resolved. Most veterinary professionals and practice Mangers want to know if a client is concerned and will do their best to answer any queries and respond to any concerns.

If this does not happen because the veterinary professional or the practice refuses to listen, then you should:

– Ask for the practice’s complaints procedure, and follow this through to the end
– Ask to speak to a senior member of the management team, either in that practice or at the client experience/complaints team for that organisation.
– If the complaint is still not heard, then contact the VCMS
– If matters are not resolved, you can ask the practice for details of their complaint procedure. If you follow the complaint process, and your issues have not been resolved, the VCMS can offer complaint mediation.

Yes, please contact us either by calling 0345 040 5834 or complete our online complaint form.

We will need to ask you to provide your written agreement for the practice to discuss your complaint with us in accordance with rules on data protection. Once we have this, we can then speak to the practice on your behalf and see if matters can be resolved quickly.