Concerns about veterinary care

Speak to your practice

In our experience, many concerns arise from misunderstandings rather than poor care. Often, issues can be resolved by speaking directly with the practice. Most practices aim to resolve concerns constructively. The practice may be able to explain what happened, offer an apology, or take steps to prevent similar problems in the future.

Tips for raising concerns

• Contact the practice principal or manager and ask about their complaints procedure.
• Allow reasonable time for the practice to investigate and respond.
• Keep records of all communications.
• Approach discussions calmly to help achieve a positive outcome.

The Veterinary Client Mediation Service (VCMS)

If speaking to your practice doesn’t resolve your concern, you may want to consider independent mediation through the VCMS. The VCMS is a voluntary scheme that helps resolve disputes between animal owners and veterinary practices. A trained mediator works with both sides to find a fair solution.

Issues the VCMS can help with

• Concerns about the quality of service
• Fee disputes
• Allegations of negligence

Possible outcomes

• An apology from the practice
• A refund of fees
• Corrective treatment for your pet
• A goodwill payment
• Changes to practice procedures

Please note: mediation is voluntary - both you and the practice must agree to participate. 

Contact the VCMS

• Phone: 0345 040 5834
• Email: [email protected]
• Website: Veterinary Client Mediation Service

Raise a concern with the RCVS

We investigate the most serious concerns affecting a vet’s or vet nurse's ability to work professionally. This includes behaviour that falls far below expected professional standards.

Contact the RCVS if you're concerned about:

• Serious breaches of the Code of Professional Conduct
• Fraud or dishonesty
• Criminal convictions
• Health issues affecting safe practice

What we can do

• Investigate whether a veterinary professional should remain on our Register
• Take disciplinary action if serious professional misconduct is proven

What we cannot do

• Fine veterinary professionals
• Order a practice to provide treatment, apologise, or refund fees
• Provide clinical advice about your pet's treatment
• Order a veterinary surgeon to pay compensation
• Resolve issues that only relate to negligence

If you’d like to discuss whether your concern falls within the RCVS remit, call 020 7202 0789 or submit a query via our online form.

Our promise to you

For some people, raising a concern can be unsettling. At the RCVS, we promise to:

• Treat you with respect and sensitivity
• Handle your concern fairly and according to our rules
• Keep you informed throughout the process

If any of the legal or professional terms used on this page are not clear, visit our terms explained guidance.

Feedback on the process

We value your feedback. If you’ve contacted the RCVS for advice or to raise a concern, we’ll send you a short online survey once your case is closed.

Your feedback helps us improve our service for everyone.

Seeking legal advice

If you believe your pet was harmed due to negligent veterinary care and you are seeking financial compensation, you may need legal advice. Legal action is separate from the RCVS process and considers whether negligence caused harm or financial loss. You must show that the standard of care fell below what is reasonably expected and that this caused harm to your animal.

Where to obtain legal advice

• England and Wales: find a solicitor
• Scotland: find a solicitor
• Northern Ireland: find a solicitor
• General guidance: Citizens Advice provides advice on legal options and claims processes

Legal action can take time and may be costly, and the outcome is never guaranteed. It’s always worth considering whether the potential benefits are likely to outweigh the effort and expense.

Contacting Trading Standards

If your concern relates to misleading information about a practice's services, qualifications, or facilities, this may be a matter for Trading Standards. They can investigate:

• False or misleading advertising about services or qualifications
• Misleading pricing information
• Deceptive claims about facilities or equipment

You can contact your local Trading Standards office through your council’s website. 

Fees, treatments and your rights

As a pet owner, you’re entitled to clear information about veterinary fees and treatment, including:

• Fees and medicine costs
• Written estimates and payment plans
• Pet insurance options
• Treatment choices, second opinions, and informed consent

Open communication with your veterinary practice helps ensure the best care for your pet and reduces the risk of misunderstandings.