Article 22 of the Order. Applies from 23 March 2027. 153 days to go.
Vet complaint log: what the CMA Order requires
Keep a log of every actionable complaint, review it periodically, and be able to send it to the RCVS in the Schedule 4 format.
What the Order requires
- Records dates, owner, handler, acknowledgement date, summary, outcome and date, and actions taken.
- Each entry kept for 12 months after resolution.
- Reviewed periodically and shareable with the RCVS on request.
How to fix it
- Set up a spreadsheet with the Schedule 4 columns and a monthly review reminder.
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.