Veterinary complaints process 'is letting down pet owners'

Pet owners often face a "David and Goliath" battle when they are unhappy with their vet because the industry's complaints system is not fit for purpose, consumer watchdogs said yesterday.

- Rupert Jones

A study by Which? found the process was "often stacked against pet owners" and those who did raise problems generally had limited options for taking the matter forward or were left feeling their issue had been unfairly dismissed.

The Competition and Markets Authority is already investigating the veterinary sector amid concerns that above-inflation price increases and other practices mean customers are not getting a fair deal.

Rocio Concha, the director of policy and advocacy at Which?, said: "It is completely unjust that many pet owners feel not only unhappy with the service and treatment received by their vet when their pet is taken ill, but also lack the means to make a complaint that will be properly investigated."