Serious professional misconduct and negligence explained
Understanding what amounts to serious professional misconduct or negligence, and the standards veterinary professionals ...
Concerns about veterinary care
Many of us find the thought of raising a concern about veterinary care uncomfortable, but support is available. There are different ways to address concerns, and our guide will help you understand your options and choose the right next step.
On this page
Guidance for members of the public
Speak to your practice
In our experience, many concerns arise from misunderstandings rather than poor care. Often, issues can be resolved by speaking directly to the practice. Most practices aim to resolve concerns constructively. The veterinary team 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 wish to consider independent mediation through the VCMS. The VCMS is a free, voluntary scheme which helps resolve disputes between animal owners and veterinary practices. A trained mediator works with both parties to try and reach a mutually acceptable and fair solution.
Issues the VCMS can help with
- Concerns about the quality of service
- Fee disputes
- Allegations of negligence
Possible outcomes
- Corrective treatment
- An apology from the practice
- A refund of fees
- A goodwill payment
- Changes to practice procedures
How VCMS mediation works
Both you and the vet practice must agree to participate. Once this has been confirmed, the VCMS will guide you through a structured process with a trained mediator, helping you reach a resolution that addresses your concerns.
Please note: the VCMS generally doesn’t investigate issues older than one year, unless there’s a good reason for the delay.
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 practise safely and professionally. This includes behaviour that falls significantly 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 a veterinary professional
- Order a practice to provide treatment, apologise, or refund fees
- Give clinical advice
- Order a veterinary surgeon to pay compensation
- Resolve negligence claims
If you’re unsure whether your concern falls within the RCVS remit, please call us on 020 7202 0789 or submit a query via our online form.
How we handle concerns
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.
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.
When to seek 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.
Concerns about practice information
If your concern relates to misleading or incorrect information about a practice's services, qualifications, or facilities, you should raise it with the practice first.
If the issue is not resolved, it may be a matter for Trading Standards, who 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.
For more information about veterinary fees, visit Fees and pricing.
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