Overview

• A Which? survey of over 1,000 owners found 53% described treatment costs as excessive and 27% said fees exceeded their expectations.
• More than a third of respondents avoided complaints because they feared damaging relationships with vets, didn’t know how to complain or doubted success.
• The Veterinary Client Mediation Service is voluntary and the Royal College of Veterinary Surgeons applies high thresholds for investigations, leaving few grievances resolved.
• The Competition and Markets Authority’s probe highlights inconsistent complaint handling and concerns over reduced choice after large corporate groups acquired 60% of UK practices.
• Cases such as Trace Brown’s £12,000 corrective treatment bill and Sharon Khan’s loss of her dog illustrate the emotional and financial toll of unresolved disputes.