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The Veterinary Client Mediation Service (VCMS), delivered by Hertfordshire-based Nockolds Solicitors’ alternative dispute resolution (ADR) team, has published its 2019 report, which reveals a rise in awareness of the service, superb feedback and an increase in engagement from veterinary practices over the past year.

Since its launch in 2016, the VCMS, which is funded by the Royal College of Veterinary Surgeons (RCVS), has handled 5,477 complaint referrals from veterinary clients and practices, with a current rate of over 400 mediations per year. Awareness of the service has increased to the point where a far greater percentage of clients are contacting the VCMS directly, rather than through a direct referral from the RCVS, shining a spotlight on the service’s quality, authority and continued success in helping to bring ongoing complaints to a close.

Nockolds enabled the successful conclusion of 88 per cent of complaints mediated, a rise from 86 per cent...

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