Article 21 of the Order. Applies from 23 March 2027. 153 days to go.
RCVS complaints Decision Tree: where vets must display it
Display the RCVS complaints Decision Tree on your website and in reception. The RCVS will publish it by 22 January 2027.
The RCVS has not yet published the Decision Tree. This page will be updated when it is. It is due by 22 January 2027.
What the Order requires
- On the website and on prominent signage in reception.
- Included in your complaints process document and your full response letters.
- RCVS updates applied within one month.
How to fix it
- Once the RCVS publishes the Decision Tree, add it to your complaints page and print it for reception.
- Add it to your complaint response letter template.
Sources
Check your whole website against the Order
Free red, amber and green report for every duty in the Order that can be checked from your website, plus the ones you confirm yourself. The checker opens in November 2026.
This is general information about the Veterinary Services Market Investigation Order 2026, not legal advice. Check the Order and the CMA's guidance before relying on it. Rules version 2026-10-21.1.