Pet owners express discontent towards the Veterinary Complaints Handling Service, with a consumer organization describing it as fundamentally unfair.
Pets' Owners Shorthanded by UK Vet Complaints Service, Report Says
Pet owners are finding themselves in the losing end of the vet industry's complaints process, according to a leading consumer advocacy group.
Which? revealed that the complaints process is often biased against pet owners. The organization found that many are deterred from lodging complaints due to pet vets' refusal to listen or the lack of knowledge on how to complain, with only a handful escalating the issue.
These findings come at a time when the industry is under scrutiny, with regulators investigating complaints that pet owners are not receiving value for money from veterinary services.
Customer options are limited, and vets' prices have been escalating much faster than inflation, Which? noted in its most recent reports on the topic.
Rocio Concha, director of policy and advocacy at Which?, expressed concern, "It's downright unfair that a majority of pet owners feel they're getting a raw deal, not only unhappy with the service and treatment their pets receive when they're ill, but also lack the means to make a complaint that will be properly addressed."
More than half of pet owners surveyed by the consumer group said they felt the treatment costs were excessive, with a quarter reporting that the cost was beyond their expectations. Other common issues cited were the quality of care, customer service, missing information, and incorrect pricing.
Vets at Receiving End of Complaints
According to Which?, consumers who wish to complain are often discouraged by their pet's vet or are unsure of the complaint process, with "very few" following through with escalation.
In February, the Competition and Markets Authority expressed similar concerns, stating that consumers face difficulty making informed choices about the services they buy. The authority noted the lack of information available to pet owners regarding prices, service options, quality, and business ownership as key issues.
In response to the Competition and Markets Authority's findings, the Royal College of Veterinary Surgeons (RCVS) suggested implementing a requirement for practices to have an internal complaints policy, report complaints data to the regulatory body by theme, and potentially make complaints-handling a mandatory process.
The industry body also agreed to the establishment of a veterinary Ombudsman to manage complaints.
While efforts are being made by the RCVS and other related bodies to address complaints and improve transparency within the veterinary sector, concerns persist regarding the effectiveness of the complaint system and the need for greater transparency and accountability.
- The Royal College of Veterinary Surgeons (RCVS) has proposed implementing a requirement for veterinary practices to have an internal complaints policy and to report complaints data to the regulatory body by theme.
- The lack of information available to pet owners regarding prices, service options, quality, and business ownership is one of the key issues raised by the Competition and Markets Authority, similar to concerns expressed by Which?.
- Amidst concerns over the effectiveness of the complaint system and the need for greater transparency and accountability, the establishment of a veterinary Ombudsman to manage complaints has been agreed upon by the industry body.
