Article 21 of the Order. Applies from 23 March 2027. 153 days to go.
Vet complaints procedure under the CMA Order
Publish a written complaints process on your website that follows the Order's timetable, and tell owners where to find it.
What the Order requires
- A complaint not resolved informally within 10 working days becomes an actionable complaint.
- Written acknowledgement within 5 working days, a full response within 8 weeks, and a long stop of 12 weeks with written reasons for any delay.
- Published on the website, with reception signage saying it is online and available in print on request.
- Owners told where to find it at registration, and invoices say where it is.
How to fix it
- Write the process using the Order's timings and publish it at /complaints, linked from the footer.
- Add a line to invoices and registration forms pointing to it.
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.