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 88% 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). Last year we received 2424 enquiries. Our Annual Report provides more information on what we do and shares insight and learnings gained by the VCMS process.