Article 23 of the Order. Applies from 23 March 2027. 153 days to go.
Vet complaints mediation: the CMA good-faith mediation duty
Choose an approved mediation provider that is free to owners, say so in your complaints process, and mediate in good faith when asked.
What the Order requires
- An approved ADR provider chosen for each site, free to pet owners.
- Your complaints process names it and explains how to request mediation.
- Owners can ask within 12 months of your final response.
How to fix it
- Pick a provider and add a mediation section to your published complaints process.
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.