How to Complain
About Your Vet
A complete step-by-step guide to making a formal complaint about your vet in the UK — from the practice level right up to the RCVS and Trading Standards.
When Should You
Complain About Your Vet?
You have every right to complain if you are unhappy with the care your pet received, the fees you were charged, or the way you were treated. Common reasons for complaints include:
Overcharging or unexpected bills
Refusing to issue a prescription
Poor or negligent treatment
Misleading pricing or lack of estimates
Rude or dismissive behaviour
Not disclosing corporate ownership
Unnecessary upselling or treatment
Breaching the CMA reforms
Step-by-Step
Complaint Process
Follow this escalation path. Start with the practice, then move to the appropriate body if unresolved.
Complain to the practice directly
Always start here. Write to the practice manager (not just the receptionist) setting out your complaint clearly. Include dates, the name of the vet involved, what happened, and what resolution you want (refund, apology, etc.).
Your letter should include:
- • Your name, address, and pet's details
- • Date(s) of the incident
- • Name of the vet or staff member involved
- • Clear description of what happened
- • Copies of any invoices or correspondence
- • What you want them to do about it
- • A deadline for their response (14 days is reasonable)
Contact the Veterinary Client Mediation Service (VCMS)
If the practice does not resolve your complaint satisfactorily, contact the VCMS. This is a free, independent mediation service that helps resolve disputes between pet owners and vet practices without going to court.
Free to use. The VCMS is independent and impartial.
Report to the RCVS (professional conduct)
For complaints about professional conduct or clinical competence — such as negligent treatment, dishonesty, or refusing a prescription — report to the Royal College of Veterinary Surgeons. The RCVS can investigate, issue sanctions, and in serious cases strike a vet off the register.
Report to Trading Standards (consumer rights)
For complaints about pricing, consumer rights, and unfair practices — such as overcharging, refusing to provide an itemised invoice, misleading pricing, or breaching the CMA reforms — contact Trading Standards via Citizens Advice.
Citizens Advice will refer your complaint to your local Trading Standards office.
Report to the CMA (if breaching reforms)
If your vet is breaching the CMA's 21 mandatory reforms (such as charging more than £21 for a prescription, refusing to publish prices, or not disclosing corporate ownership) you can report them directly to the CMA.
Tips for Making a
Strong Complaint
Always complain in writing
Email or letter — never just a phone call. Written complaints create a paper trail and are harder to ignore. Keep copies of everything you send.
Be specific about dates and facts
Include exact dates, the vet's name, what was said, and what happened. Vague complaints are harder to investigate. The more detail, the better.
Keep all invoices and receipts
Invoices are your strongest evidence. If your vet did not provide an itemised invoice, that itself is a complaint — the CMA requires full itemisation.
Set a clear deadline
Give the practice 14 days to respond. State that if they do not respond, you will escalate to the RCVS, VCMS, or Trading Standards. This shows you are serious.
Or Let Us
Handle It for You
VetCost Protect
Do not want to deal with the complaint process yourself? VetCost Protect is our free service that handles the entire process on your behalf. We will:
- Draft and send a formal complaint letter to your vet practice
- Escalate to the RCVS, VCMS, or Trading Standards if needed
- Chase responses and keep you updated on progress
- Report CMA reform breaches to the appropriate authorities
Frequently Asked Questions
Start by complaining directly to the practice manager in writing. If unresolved, escalate to the VCMS (free mediation), then the RCVS (professional conduct) or Trading Standards (consumer rights). VetCost Protect can handle the entire process for you.
The RCVS handles complaints about professional conduct and clinical competence — negligent treatment, dishonesty, refusing prescriptions, misleading information, and breaches of the RCVS Code of Professional Conduct. Fee disputes go to Trading Standards or the VCMS.
Possibly. Under the Consumer Rights Act 2015, vet services must be performed with reasonable care, and prices must be reasonable if not agreed in advance. You can dispute bills with the practice, escalate to Trading Standards, or use small claims court for amounts under £10,000.
There is no formal time limit for RCVS complaints, but sooner is better. For consumer rights under the Consumer Rights Act 2015, the limitation period is 6 years. The VCMS recommends contacting them within 12 months. Document everything as early as possible.
Yes. The Veterinary Client Mediation Service is completely free for pet owners. It is independent and funded by the veterinary profession. The VCMS acts as a neutral mediator between you and the practice.
Yes. VetCost Protect is our free service that handles the entire complaint process on your behalf — from drafting letters to escalating to the RCVS, VCMS, or Trading Standards. Start a request at vetcost.co.uk/my-requests/new.
If your vet is charging more than £21 for a prescription, refusing to publish prices, not disclosing ownership, or not providing itemised invoices, they are breaching the CMA's mandatory reforms. Report them to the CMA ([email protected]) or use VetCost Protect.
Unhappy with your vet?
Let VetCost Protect handle your complaint. We will draft the letters, file the reports, and chase responses — so you do not have to.