Jennie Jones is a Partner at Nockolds Solicitors, and leads the VCMS. Jennie has 25 years experience in dispute resolution, clinical and professional negligence and regulation, which supports the complaint resolution work of the VCMS to support practices and client 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.