thepetbill

Guide · updated

How to complain about a vet bill or a price in the UK

The steps that work for a disputed vet bill or price: the practice's own complaints process, free mediation through the VCMS, what the RCVS can and cannot do, and what the CMA Order changes from 23 March 2027.

Most disputes about a vet bill end at the practice. Some don't, and then it helps to know which door to knock on next, because the obvious one, the vets' regulator, is usually the wrong one for money.

There are three routes, in this order: the practice's own complaints process, free mediation, and the Royal College of Veterinary Surgeons (RCVS) for serious professional concerns. From 23 March 2027 the CMA Order turns the first two into duties for every vet business. This guide explains each, and what to gather before you start.

We don't give legal advice. For a negligence claim, the RCVS points owners to a solicitor or Citizens Advice.

Before you complain: what to have in front of you

  • The bill, and if possible an itemised version. Ask for one.
  • The practice's price list for the item, as it stood on the day. From 23 December 2026 at large vet groups (23 March 2027 at smaller practices), each practice has to publish one on its website in a standard format, with VAT included (Art. 3 and 7). Our treatment pages, such as castration or first consultation, show what each price must include.
  • Any estimate you were given, and the date.
  • Notes of what you were told, by whom and when.

Then check what kind of complaint it is. The price list is for the typical case, and every list must say that prices may go up in more complex or complicated cases (Art. 7(2)(l)). A bill above the list price is not wrong in itself. A bill for something the list said was included, such as a ticked component in a neuter or spay price, is a stronger complaint. So is a price higher than the list showed at the time: a practice must keep its list up to date and change it before it charges a higher price (Art. 7(2)(g) and 7(5)).

Step 1: the practice's own complaints process

The RCVS's advice to owners is to start with the practice: "Often, issues can be resolved by speaking directly to the practice." It suggests contacting the practice principal or manager and asking about the complaints procedure (RCVS, concerns about veterinary care, accessed 5 November 2026). Put the complaint in writing, say what you think is wrong and what you want, such as a refund of a particular charge or a corrected bill.

What the CMA Order adds from 23 March 2027

From 23 March 2027, every vet business, large or small, must have a written in-house complaint process for each practice and out-of-hours centre, and must follow it (Art. 3 and 21). The process has to tell you:

The rule Where in the Order
You have a right to complain, by email or online form, letter, phone or in person Art. 21(2)(a)
The practice must try in good faith to sort it out informally first Art. 21(2)(b)
If it is not resolved within ten working days, it becomes an "Actionable Complaint" Art. 21(2)(b) and Art. 2
An Actionable Complaint is acknowledged in writing within five working days Art. 21(2)(c)
A full written response within eight weeks, or a letter explaining the delay and a full response within 12 weeks at most Art. 21(2)(e)
The response explains how the practice reached its view, any remedy offered, and the RCVS's "Decision Tree" of routes to redress Art. 21(2)(f)

The practice must also publish its process on the practice's website, have a sign in reception saying where to find it, say where it is on invoices, and give you a named contact once your complaint becomes an Actionable Complaint (Art. 21(3)). Where it finds merit in your complaint, it must offer what it reasonably considers a commensurate remedy (Art. 21(3)(h)).

There is a time limit. An Actionable Complaint has to be made within 12 months of the event, or of when you became aware of it, whichever is later (Art. 2, definition of Actionable Complaint).

Each practice must keep a log of Actionable Complaints for at least 12 months after each is resolved, and send it to the RCVS on request (Art. 22). That does not change your case, but it means complaints are recorded.

Step 2: free mediation

If the practice's process does not resolve it, the next step is mediation: an independent person helps you and the practice reach an agreement.

Today: the Veterinary Client Mediation Service

The Veterinary Client Mediation Service (VCMS) describes itself as "a voluntary, independent and free complaint mediation service", funded by the RCVS (VCMS, accessed 5 November 2026). From its client FAQs:

  • It will ask you to raise the complaint with the practice first, ideally in writing.
  • In most circumstances it asks you to contact it within 12 months of the complaint arising with the practice.
  • It is mediation: it does "not make a judgment or give a decision". If you and the practice agree an outcome, that agreement becomes binding on both of you. A refund of fees is one possible outcome, according to the RCVS.
  • Today it is voluntary for the practice as well as for you: either side can end it at any time.

You can refer a complaint through the VCMS website.

From 23 March 2027: mediation the practice must take part in

The Order changes the last point. From 23 March 2027, every vet business must choose an approved provider of alternative dispute resolution that offers mediation and is "free at the point of use" for owners, name it in its complaint process, and take part in mediation in good faith when you ask (Art. 3, 21(2)(h) and (i), and 23).

The duty applies when all of these are true (Art. 23(2) and (3)):

  • you made an Actionable Complaint through the practice's process;
  • you are unhappy with its final response, or more than eight weeks have passed without one;
  • you ask for mediation within 12 months of the final response (or, with no response, within 12 months and eight weeks of the complaint becoming actionable); and
  • you use the provider the practice has chosen.

It does not apply if the provider reasonably considers the complaint frivolous or vexatious, if it is the subject of court proceedings, or if it has already been through another form of ADR that you entered voluntarily and the practice took part in good faith (Art. 23(4)). The Order does not name the provider, so check the practice's complaint process for which one it uses.

Step 3: the RCVS, for professional concerns

The RCVS regulates vets and veterinary nurses. It can investigate whether a veterinary professional should stay on its register and take disciplinary action if serious professional misconduct is proven. It says it cannot fine a vet, order a practice to give treatment, apologise or refund fees, order compensation, or resolve negligence claims, and that it does not ordinarily investigate concerns more than two years old (RCVS, concerns about veterinary care, accessed 5 November 2026).

So for a dispute that is only about the size of a bill, the RCVS is not the place to get money back. It is the place for a concern about a professional's conduct. Its guidance to vets on fees is still worth knowing when you complain: clients should be given enough information about the fees associated with treatment, and offered a realistic initial estimate (RCVS supporting guidance, chapter 9, paragraphs 9.8 and 9.10), and having insurance is no excuse for charging inflated fees (paragraph 9.34).

More help coming in 2027

Two more parts of the Order will make bills easier to check, and so easier to challenge (Art. 3, 11 and 12):

  • Written estimates. From 23 June 2027 at large vet groups and 23 September 2027 at smaller ones, a practice must give a written estimate where a course of treatment is likely to cost £500 or more including VAT (the initial threshold, which can rise in £50 steps each April from 2028), and more than £100 of it (a fifth of the £500 threshold) is for costs still to come. You can say you don't want one (Art. 11(3)).
  • Itemised bills. From the same dates, bills must be itemised, with each medicine shown separately and other charges shown individually or grouped by category (Art. 12(4)).

A short letter that works

Keep it factual. Something like:

I am writing about invoice [number] dated [date] for [pet's name]. Your published price list showed [item] at [£ amount] including [ticked components]. I was charged [£ amount], including [charge] for [component], which the price list showed as included. Please refund [£ amount] or explain the charge. Please treat this as a complaint under your complaints process.

Questions to ask the practice

  • Where is your complaints process, and who is my named contact?
  • Can I have an itemised copy of the bill?
  • Which price list applied on the day of treatment?
  • If we can't agree, which mediation provider do you use?

Frequently asked questions

Can the RCVS make my vet refund me?

No. The RCVS says it cannot order a practice to refund fees or pay compensation. Use the practice's complaints process, then mediation.

Is vet mediation free?

The VCMS is free for owners and funded by the RCVS. From 23 March 2027, the mediation provider each vet business chooses must be free at the point of use for owners (Art. 3 and 23(1)).

Does my vet have to take part in mediation?

Today it is voluntary. From 23 March 2027, a vet business must take part in good faith once you have been through its complaints process and the conditions in the Order are met (Art. 3 and 23).

How long do I have to complain?

Under the Order, an Actionable Complaint must be made within 12 months of the event or of when you became aware of it, whichever is later (Art. 2). The VCMS generally asks for contact within 12 months, and the RCVS does not ordinarily look at concerns more than two years old.

What if I think the vet was negligent?

That is a legal claim. The RCVS says it cannot resolve negligence claims and points owners to a solicitor or Citizens Advice.

Related reading

Sources

Prices mentioned in this guide

What the CMA vet price rules mean for pet ownersFrom 23 December 2026 big vet groups must publish a standard price list. Here is what changes, when, and what you can do with it.Low-cost and charity vet care in the UK: who qualifies and where to find the cheapest vetWho qualifies for free or reduced-cost vet care from PDSA, Blue Cross, RSPCA branches, Cats Protection and Dogs Trust, and how to find the cheapest paid practice near you if you don't.How to compare vet prices in the UKA practical checklist for comparing vet price lists fairly, from consultation minutes and vaccine bundles to out-of-hours cover and cremation.Vet consultation fees in the UK: first, repeat, nurse and out-of-hours appointmentsHow much a vet consultation costs, what the CMA found, why first and repeat appointments are priced differently, and why the appointment length now sits next to the price.Out-of-hours and emergency vet costs in the UK: why nights cost more and what you can checkWhy emergency vet care outside normal hours costs more, who usually provides it, and the new CMA rules that make practices show out-of-hours prices and providers in advance.What's included in a neuter or spay priceThe seven tick boxes every UK vet price list must show for castration, spays and dentals, and how to read them before you compare prices.