The consumer body, Which? has published a research paper looking at the complaints process in the veterinary profession, finding that it is difficult for consumers to make a complaint, and when they do, only 31% are resolved positively, compared to 52% across all sectors.

For the research, Which? conducted an online poll of 1,009 pet owners who had had an issue with their vet in the past two years. 

It also conducted qualitative interviews with 14 owners who had complained.

The most common reasons for complaint were:

• Excessive price of care or treatment (53%)
• Price higher than told to expect (27%)
• Not happy with the quality of care (23%)
• Not happy with the level of customer service (22%)
• Not given information about all the treatment options (16%)
• Charged the incorrect price (11%)
• Vet or practice made a mistake when delivering care (11%)
• Other (6%)

Of the 1009 pet owners who had experienced some kind of problem with their vet, 57% did NOT make a complaint, 33% because they did not want to fall out with their vet.

Pet owners who wish to complain about veterinary services have three options: to complain directly to their practice, to use the voluntary Vet Client Mediation Service (VCMS), or to raise a 'concern' with the RCVS.

The Which? report found that of those who did complain to their practice, 35% were not happy with the outcome and 31% with the way it was handled. 

Which? found that although the VCMS reported a high resolution rate of 84% in 2022-23, its interviewees had found it a bit hit or miss. 

Finally, Which? found the process of complaining to the regulator flawed by the fact that the threshold for the College to progress a 'concern' is set so high, because College has no jurisdiction at a practice level, and because it has no sanctions to use in enforcing consumer law. 

The report recommends that:

• the government updates the regulatory framework to allow regulation at a practice level
• the government ensures that the RCVS is sufficiently equipped to independently enforce consumer law
• that vet practices should be required to have a written complaints process
• a more comprehensive and mandatory alternative dispute resolution (ADR) scheme for when issues cannot be resolved at the practice level is introduced

Full report: https://www.which.co.uk/policy-and-insight/article/complaints-and-redress-in-veterinary-services-a5z611X9tZzf 

Comment
I loved the regal response from the RCVS to The Guardian about the case studies in the Which? report: “the facts presented in the case studies do not completely align with those reported to us”. 

That aside, surely the big issue here is not so much that consumers have little way to complain effectively.

That is important, of course, but isn't it more important to consider what they are complaining about, which in the main is MONEY. 

Driven by the advances in veterinary medicine, the innate desire of vets to provide the best possible care, anthropomorphising pet owners saying they want 'the best' for their fur baby (without necessarily having the wherewithal), corporatisation and society's changing expectations about working conditions, prices have been going up at a rate far outstripping inflation. 

Increasing prices have of course been accompanied by an increase the standards of care and the range of clinical equipment. 

But the question everyone must ask is at what point the cost of veterinary care for a dog outstrips the benefits of owning one?

These complaints are the canary in the coalmine. 

PS: Whilst you're here, take a moment to see our latest job opportunities for vet nurses.