The VCMS offers complaint mediation for animal owners and practices where a complaint cannot be resolved in the practice. The service is funded by the RCVS so is free at the point of use. The VCMS uses mediation techniques providing impartial, non-judgmental, confidential help to enable owner and practice to freely explore a wide range of possible resolutions. In around 80% of mediated complaints, the VCMS helps those involved to agree a resolution and bring the complaint to an end (with less than half involving a financial resolution). The service receives over 3,000 referrals a year. Some enquiries are still at an early stage and are supported back to the practice to be resolved locally. Where local resolution is not possible, a VCMS Resolution Manager will work with the client and practice to help find a resolution. The VCMS Annual Report provides more information on how the VCMS mediates, and shares insight & learnings gained by the VCMS process.